Call Center and Inside Sales Manager

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September 28

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Better Health Partnership

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Healthcare Insurance • Social Impact • Non-profit

Better Health Partnership is a regional health improvement collaborative based in Northeast Ohio, led by community stakeholders from various sectors. The organization focuses on advancing system-level change to achieve exceptional health value and eliminate health disparities. By fostering collaboration across sectors, Better Health Partnership addresses the social determinants of health, improves health outcomes for individuals with chronic conditions, and closes equity gaps. It connects patients with necessary healthcare and social services, such as housing and food resources, through initiatives like the Better Health Pathways HUB. The organization emphasizes data-informed improvements, shared learning, and equitable population and community health.

2 - 10 employees

Founded 2007

⚕️ Healthcare Insurance

🌍 Social Impact

🤝 Non-profit

📋 Description

• Lead daily sales-focused huddles to drive conversion performance and reinforce best practices • Manage and optimize outbound dialing strategies, campaign segmentation, and list management • Oversee day-to-day queue operations, ensuring alignment with real-time business needs • Analyze connect and conversion rates by time of day, campaign, and team to guide strategy • Adjust queue assignments and contact strategies based on performance insights • Maintain and iterate on outbound and inbound call flows, IVR design, and number cycling • Provide hands-on coaching and development support to agents and team leads • Conduct quality assurance reviews and deliver agent-level insights to leadership • Train and support phone-facing teams outside of the call center, including RCM and Docs • Collaborate on onboarding plans, sales training content, and continuous improvement programs • Act as the point person for call center technology including dialer platforms, IVRs, and reporting tools • Implement new features and workflows to improve agent efficiency and patient experience • Reduce operational dependency on engineering or ad hoc support for system changes • Ensure the call center infrastructure scales effectively with team growth and call volume

🎯 Requirements

• 5+ years of experience in inside sales management or call center operations management with a sales focus • Proven ability to coach teams on phone-based selling and increase conversion outcomes • Expertise with dialing platforms, IVR configuration, call routing, and campaign analytics • Strong command of key call center and sales metrics and how to use them to drive results • A proactive, data-driven mindset and the ability to diagnose and resolve performance issues • Experience training or supporting agents across multiple roles and departments • Preferred: Background in healthcare or experience in regulated environments • Preferred: Familiarity with TalkDesk or similar telephony tools • Must have directly managed both inbound and outbound call center teams (application requirement) • Must have managed an inside sales team (application requirement)

🏖️ Benefits

• Impact: Be a part of a pioneering startup that is transforming the digital health landscape. • Growth: Lead and scale the largest team in our organization, gaining hands-on experience in operational leadership and startup dynamics while leveraging your background in finance. • Freedom: Enjoy the autonomy to innovate and operate with substantial responsibility, driving critical initiatives in a fast-paced, growth-oriented environment. • Culture: Join a team that values innovation, collaboration, and excellence in healthcare delivery. • Compensation: Competitive salary, equity options, and comprehensive benefits package. • Base Salary: $100,000 - $120,000 (we are more flexible for exceptional candidates) • Time off: Unlimited PTO