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Call Center Director, Patient Outreach

Company

DocGo
Address , New York
Employment type FULL_TIME
Salary $90,000 - $120,000 a year
Expires 2023-10-15
Posted at 9 months ago
Job Description
Title: Call Center Director, Patient Outreach
Location: New York, NY
Employment Type: Full-Time Salaried
Pay Range: $90,000 – $120,000

DocGo, the leading provider of technology enabled mobile healthcare throughout the US, is seeking an experienced Call Center Director to oversee the growth of our call center team of patient outreach specialists. While basic telehealth companies are limited to virtual visits, we’re breaking barriers to bring digital, on location, and at home care to patients, with our software enabling on-demand, high quality care wherever it’s needed. The healthcare industry is ready for change, and we’re laser focused on delivering a better model that provides an affordable, efficient, and great patient experience that’s accessible to all.

Responsibilities:
  • Work with senior-level stakeholders to develop, implement, and execute successful high-volume outbound call center operations.
  • Establish compensation plans and incentive programs to align representative productivity with potential earnings.
  • Ensure excellent customer service is provided to patients, phone, chat, email, and text message.
  • Manage a team consisting of managers, supervisors, and outbound call center associates based in New York and other locations.
  • Establish the goals, metrics, and ongoing strategy to support successful high-volume B2C outbound member engagement initiatives.
  • Create, manage, and improve call scripts and patient appointment scheduling workflows associated with multiple programs operated by DocGo on behalf of partners.
  • Report on your department’s metrics and initiatives to senior executives on a weekly basis.
  • Take on other duties, as assigned.

Qualifications
  • 5 or more years of management experience in a high-volume sales / call center environment, with a track record of delivering measurable results
  • A Bachelor’s degree from an accredited 4-year college / university
  • An analytical approach toward sales data & team member performance management
  • Experience managing through CRM systems, such as Salesforce, including familiarity with setting, tracking, and reporting on team goals based on CRM data
  • Strong computer skills, including the ability to create and analyze Excel spreadsheets
  • Outstanding management skills, with the ability to motivate a team
  • Excellent written and verbal communication skills
EEO/AAP Statement: DocGo is an equal opportunity employer. We acknowledge and honor the fundamental value and dignity of all individuals. We pledge ourselves to crafting and maintaining an environment that respects diverse traditions, heritages, and experiences. DocGo is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the applicant a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of the position.