Healthcare Engagement Team Supervisor (Remote)
Salvo Health
People & HR, Operations
Remote
Posted on Dec 22, 2024
Salvo Health is looking for an experienced Engagement Team Supervisor to manage a team of 10+ Engagement Specialists and oversee the operations of our call center platform (Five9) and CRM (Zoho). This role is designed for a dynamic leader who is passionate about helping others while optimizing team performance. You will ensure that our Engagement Specialists are effectively engaging patients, driving quality program enrollments, and delivering exceptional service. This role is ideal for someone passionate about supporting patient growth and satisfaction, while leveraging technology to optimize healthcare engagement operations in a high-growth, mission-driven environment.
This is a fully remote position, reporting to the Sr. Director of Analytics and Growth.
Salvo believes that the most inclusive and equitable culture makes for a better business, so we welcome diverse candidates for this key role.
Responsibilities
- Supervise and mentor a team of 10+ Engagement Specialists, ensuring high performance and achievement of KPIs.
- Ensure the seamless integration and ongoing functionality of Five9 and Zoho CRM, addressing any operational challenges promptly.
- Drive team performance metrics, improve workflows, and support business objectives through tracking, reporting and data analysis.
- Assist the team in addressing patient inquiries and provide answers in a timely manner.
- Oversee system configurations, ensuring compliance with HIPAA guidelines and other privacy regulations.
- Handle escalated patient concerns, ensuring high-quality service and issue resolution.
- Train and develop Engagement Specialists on call protocols, best practices, and systems to maintain a high standard of patient engagement.
- Coordinate with Five9 and Zoho support teams for troubleshooting, system updates, and training.
- Ensure compliance with HIPAA guidelines and other privacy rules.
- Work closely with the support and patient growth teams to manage ad hoc projects and tasks as needed.
- Role is M-F with 8 hour shifts.
Requirements
- 3+ years of experience managing a call center or engagement team, ideally with a dual focus on platform operations.
- Expertise with call center platforms and CRM software; experience with Five9 and Zoho is a strong plus.
- Proven ability to optimize processes and drive system efficiencies.
- Strong leadership skills with a track record of successfully managing teams to meet and exceed performance targets.
- Experience working with cross-functional teams to drive process improvements and achieve business goals.
- Excellent communication skills, both verbal and written, with the ability to effectively engage patients and manage a team.
- Strong problem-solving and critical-thinking abilities to handle escalated issues and improve team efficiency.
- Goal-oriented, with a focus on driving results through data analysis and performance metrics.
- Experience in healthcare, functional medicine, or a related field preferred, ideally remote.
- Ability to thrive in a highly regulated environment, adhering to HIPAA and privacy guidelines.
- A "no task is too small" mentality with the ability to thrive in a fast-paced, startup environment.
Salvo Health is a new approach to help millions of Americans facing chronic GI or metabolic conditions, centered on serving practices or health systems as a vendor delivering a tech-enabled platform and staff that helps providers do what they do best: care for the millions of Americans living with chronic conditions in a way that maximizes time, while still meeting the needs of patients.
Salvo care draws on expertise from Board-certified specialty physicians, registered dietitians, psychologists, and nurses who deliver wraparound support on a multi-month journey to better health. We are the first to bring a scalable and tech-enabled, functional medicine-style approach to many of these chronic conditions, going beyond treating only the symptoms in order to identify and address the root causes of chronic illness.
Salvo partners with providers, payers, and patients directly to ensure everyone has access to the hands-on care they need to effectively manage their issues.
Salvo is backed by leading health care investors from innovators like Livongo, Ro, Ginger, Forward, Brightline, Tia, and others.