Healthcare Call Center Manager

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🕒 vor 2 Monaten

🏈 Alabama, Arizona, +17 weitere Bundesländer – Remote

🏈 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

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

📞 Callcenter-Mitarbeiter

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Liveops, Inc.

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

Gegründet 2000

🤝 B2B

🏢 Unternehmen

B2B • Enterprise

Liveops, Inc. ist ein flexibles, technologiegestütztes Unternehmen für Business Process Outsourcing (BPO), das Kundenservice, technischen Support, Vertrieb und Lead-Generierung sowie Back-Office-Support über ein verteiltes Netzwerk erfahrener Remote-Mitarbeiter bereitstellt. Es kombiniert durch KI unterstützte Erkenntnisse, präzise Terminplanung und umfassendes Agententraining, um skalierbaren, konformen und markenkonformen Support für Unternehmenskunden in regulierten und großvolumigen Branchen bereitzustellen. Liveops legt Wert auf saisonale Flexibilität, Kostenoptimierung und sicherheitsorientierte Abläufe, um Unternehmenskunden mit Onshore-, Nearshore- und Offshore-Talenten zu bedienen.

Beschreibung

• 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.

🎯 Anforderungen

• 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.

🏖️ Vorteile

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