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Operations Director, Enrollment

2 months ago

Baltimore, Maryland, United States Scene Health Full time
About the Role

As the Scene Health Operations Director, Enrollment, you will be responsible for overseeing the Activation department's overall performance and growth. This role requires a deep understanding of how to enthusiastically sell Scene Health services, influence decision-making through patient-centric discovery, and possess the ability to teach others how to effectively do the same.

Key Responsibilities
  • Building a goal-oriented team culture that embraces a fast-paced environment and the changes that come with Scene Health's growth
  • Managing the daily sales performance of our outbound Activation department
  • Managing inbound patient call volume to achieve industry-leading answer rates
  • Improving Activation Department patient conversion rates into Scene Health adherence programs
  • Assigning monthly individual performance goals while providing the coaching to be successful and accountable
  • Managing lead lists to ensure all eligible members are contacted within the targeted timelines
  • Managing and delivering departmental Quality Assurance programs to ensure best practices are leveraged and industry regulations are adhered to
  • Coordinating with internal stakeholders to align on strategic initiatives and shared accountabilities
  • Managing our Talkdesk telephone system and Salesforce CRM; functioning as an administrator who is responsible for the patient journey, various internal performance reporting, user training, and ongoing optimization
  • Managing and delivering industry-leading new hire training and monthly sales skills training to agents
  • Maintaining and growing required departmental headcount by recruiting and hiring talent that compliments the mission and culture
  • Leveraging project management skills for the implementation of new systems and services training
  • Setting a standard of professionalism and commitment, leading by example
Requirements
  • 10+ years' experience managing an outbound call center function
  • 5+ years' experience in the Healthcare industry
  • 5+ years' experience managing a fully remote call center team
  • Experience building and/or delivering impactful sales training curriculum
  • Experience with call center systems and the various channels of digital outreach used to connect with patients
  • Growing a call center-based business leveraging scalable processes and methods
  • Salesforce CRM experience preferred
  • Bachelors Degree required