Healthcare Call Center Manager

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🕒 Março 26

🏈 Alabama, Arizona, +17 estados a mais – Remoto

🏈 Alabama – Remote 🌵 Arizona – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌪️ Kansas – Remote 🌾 Nebraska – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🚗 Michigan – Remote 🎸 Mississippi – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote 🧀 Wisconsin – Remote

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Liveops, Inc.

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201 - 500 funcionários

Fundada em 2000

🤝 B2B

🏢 Corporativo

B2B • Enterprise

A Liveops, Inc. é uma empresa de terceirização de processos de negócios (BPO) flexível e habilitada por tecnologia, que oferece serviços de atendimento ao cliente, suporte técnico, vendas e geração de leads, além de suporte administrativo, através de uma rede distribuída de agentes remotos experientes. Ela combina insights impulsionados por IA, agendamento preciso e treinamento imersivo de agentes para oferecer suporte escalável, em conformidade e alinhado à marca para clientes empresariais em setores regulados e de alto volume. A Liveops enfatiza a flexibilidade sazonal, a otimização de custos e operações com foco em segurança para atender clientes empresariais com talentos onshore, nearshore e offshore.

Descrição

• Lead a team of 5 District Leaders and approximately 100 patient‑support specialists, ensuring high‑quality engagement across the 18‑month patient lifecycle. • Develop future leaders by coaching, observing, and building capabilities in performance management, leadership behaviors, communication, and operational excellence. • Drive performance outcomes across all key metrics, including patient engagement, outreach cadence, case progression, quality, and overall patient satisfaction. • Use data and insights to identify trends, risks, capacity challenges, and opportunities to improve the patient journey. • Partner with Workforce Management, Data and Analytics, and Client Results leadership to ensure alignment on capacity, performance, and cohort‑based caseload dynamics. • Present program insights and performance to clients during monthly meetings and QBRs, including strategic recommendations to enhance patient experience and client ROI. • Ensure District Leaders maintain strong performance routines, including touchpoints, side‑by‑sides, coaching documentation, and quality assurance. • Support continuous improvement, leveraging feedback, analytics, and process optimization to remove friction in the patient journey. • Ensure compliance with client and regulatory guidelines, maintaining high standards of accuracy, professionalism, and patient privacy. • Build a culture of accountability, support, and trust, ensuring that specialists feel informed, supported, and aligned with program goals. • Collaborate cross‑functionally to ensure seamless service delivery and proactive risk mitigation. • Represent Liveops professionally in all client interactions and internal leadership meetings.

🎯 Requisitos

• Bachelor’s Degree preferred, or equivalent work experience in healthcare, patient support, client services, or operations leadership. • 5+ years of leadership experience, including managing leaders who oversee frontline staff (e.g., supervisors, team leads). • Proven experience leading teams in patient‑support programs, healthcare insurance navigation, pharmaceutical case management, or similar regulated environments (highly preferred). • Demonstrated ability to develop leaders, coach performance, and create accountability routines that support long‑term success. • Experience presenting to internal and external stakeholders, including clients, with the ability to translate complex information into actionable insights. • Strong analytical and critical‑thinking skills with the ability to identify performance gaps and root causes. • Experience driving employee engagement, coaching behaviors, and performance culture within large teams. • Ability to manage competing priorities, operate in highly regulated settings, and lead in a fast‑paced, dynamic environment. • Excellent communication, documentation, and presentation skills.

🏖️ Benefícios

• Comprehensive insurance • 401(k) match • Flexible vacation plan • Wellness program