Director, Communication Platforms

🕒 Outubro 23

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $90.000 - $120.000 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

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Soleo Health

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2013

🏥 Saúde

⚕️ Seguro de Saúde

💊 Farmacêutico

Healthcare • Healthcare Insurance • Pharmaceuticals

A Soleo Health é uma empresa de farmácia especializada que vai além do simples preenchimento de prescrições, proporcionando experiências personalizadas para pacientes e acesso a medicamentos especializados e terapias de infusão. Eles oferecem tratamento na casa dos pacientes, nos consultórios dos provedores ou em um dos muitos centros de infusão em todo o país. A Soleo Health é especializada no tratamento de doenças complexas e ultrarraras com foco na melhoria da qualidade de vida dos pacientes e na otimização dos resultados de saúde. Trabalham em estreita colaboração com pacientes, provedores, fabricantes farmacêuticos, pagadores e sistemas de saúde para fornecer terapias de alto custo, demonstrando valor através de dados de resultados no mundo real. A Soleo Health é reconhecida por sua excelência clínica e dedicação ao cuidado do paciente, e oferece serviços em todo o país, incluindo um portal online, Soleo Connect®, para comunicação em tempo real.

Descrição

• Provide strategic leadership for the vision, roadmap, and ongoing optimization of the organization’s communications platforms, with Genesys as the core contact center and omnichannel engagement platform • Own the architecture and strategy for patient- and provider-facing digital channels, including voice, text/SMS, web chat, chatbots, email, and AI-powered self-service • Serve as the enterprise subject matter expert and executive owner for Genesys, overseeing configuration, routing strategy, IVR and call flows, digital messaging, workforce engagement, quality management, reporting, and analytics • Drive adoption of conversational AI, virtual agents, intelligent routing, and automation to expand self-service and reduce wait times • Partner with internal business leaders to map patient and provider journeys and translate needs into platform capabilities • Lead change management for new channels and capabilities • Lead integrations with CRM, pharmacy, EHR, and other business systems • Define and track KPIs including service levels, first contact resolution, self-service containment, and patient and provider satisfaction • Ensure communication channels remain available, secure, and compliant with HIPAA and TCPA requirements • Manage relationships with Genesys and other technology partners, including contract negotiations, licensing, and budget • Evaluate emerging patient engagement and conversational AI technologies and present recommendations to senior leadership • Establish governance for communication channels, including messaging content, consent, routing changes, and AI use • Build and lead a Communications Platforms team • Complete managerial responsibilities including hiring, onboarding, training, performance management, goal setting, development planning, conflict resolution, and succession planning

🎯 Requisitos

• Minimum of 5+ years of experience leading contact center, omnichannel, or customer engagement platform teams in a customer-facing environment • Deep, hands-on expertise with Genesys (Genesys Cloud CX preferred), including routing, IVR/Architect flows, digital messaging, workforce engagement, and reporting; Genesys certifications a plus • Demonstrated success implementing and scaling digital omnichannel solutions, including voice, text/SMS, chat, chatbots, and AI/conversational self-service, in a customer-facing environment • Healthcare, pharmacy, or other regulated industry experience strongly preferred • Proven track record partnering with internal business leaders to drive change, build consensus, and deliver technology solutions that achieve operational and strategic objectives • Exceptional verbal and written communication and presentation skills, with the ability to articulate a compelling vision and influence executive and business stakeholders • Forward-thinking, strategic mindset with a strong understanding of emerging trends in conversational AI, automation, and customer experience technology • Working knowledge of platform integrations (APIs, CRM, EHR) and security and compliance requirements for patient communications, including HIPAA and TCPA • Proven experience managing technology budgets, vendor contracts, and licensing, and holding vendors accountable to service levels

🏖️ Benefícios

• Competitive Wages • 401(k) with a Match • Referral Bonus • Paid Time Off • Great Company Culture • Paid Parental Leave Options • Affordable Medical, Dental, & Vision Insurance Plans • Company Paid Disability & Basic Life Insurance • HSA & FSA (including dependent care) Options • Education Assistance Program

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