Operations Manager

🔥 24 minutes ago

🇺🇸 United States – Remote

💵 $80k - $95k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 4%

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Scene Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2008

🏥 Healthcare

☁️ SaaS

💊 Pharmaceuticals

💰 Grant - Scene Health on 2023-09

Healthcare • SaaS • Pharmaceuticals

Scene Health is a healthcare technology company that provides a medication adherence platform combining a multilingual mobile app, asynchronous and livestream video directly observed therapy (DOT), and a clinical care team of pharmacists, nurses, and coaches. Its B2B SaaS solution serves health plans, public health departments, health systems, and life-sciences/CRO clients to deliver real-time adherence data, improve clinical outcomes, increase trial retention, and reduce costs. Scene Health’s services are evidence-based with numerous peer-reviewed publications demonstrating high observed adherence rates and measurable improvements in clinical metrics and utilization.

📋 Description

• Serve as day-to-day lead for TalkDesk operational use, including user and permission setup, troubleshooting, issue escalation, reporting, and campaign management • Lead TalkDesk process-improvement projects for inbound, outbound, and warm-transfer calling across Activation, Pharmacy, and Clinical Operations • Identify and implement automation for QA scoring, call disposition, phone number testing, and reporting workflows • Translate operational needs into technical requirements and delivery timelines with Patient Solutions, Product, and Engineering teams • Set up and monitor new client campaigns and outreach efforts • Develop and maintain outreach and call lists, improve outbound reach rate, and automate list-building • Lead pre-launch configuration of telephonic systems and workflows and provide post-launch support • Own and report operational KPIs, including platform and call-list uptime, reach rate, AHT, calls per agent, schedule adherence, occupancy, QA/compliance, CSAT, disposition accuracy, and productivity • Conduct call and video engagement quality assurance and document feedback • Implement QA processes and performance tracking for platform efficiency and user/patient experience • Build and maintain call-center usage and metrics reporting for Patient Solutions leadership • Manage call-center headcount planning and campaign scheduling • Support workforce planning and outreach allocation using volume forecasting and campaign metrics • Support performance tracking and management across Patient Solutions teams through data analyses and automated reporting • Develop and deliver training on technical systems, computer configuration, and call disposition processes • Design and deliver training for technology rollouts and system enhancements • Document client-specific processes and departmental workflows • Conduct shadowing sessions and use analytical processes/tools to identify improvement opportunities • Support vendor relationships and software optimization for TalkDesk and related calling infrastructure • Support standardized departmental processes and documentation for scalability and regulatory compliance • Serve as an escalation point for complex call-center issues

🎯 Requirements

• Experience administering a contact center platform; TalkDesk strongly preferred, comparable platforms considered • Demonstrated ownership of call center KPIs, including AHT, occupancy, reach rate, and QA scoring • Familiarity with HIPAA and TCPA compliance requirements in a call/contact center context • Experience building or improving QA and disposition workflows, including automation and efficiency efforts • Strong cross-functional collaboration skills and ability to translate operational needs into technical requirements alongside Product and Engineering • Experience with workforce planning, campaign scheduling, and volume forecasting • Experience creating training materials and leading internal enablement sessions for technical systems • Prior healthcare, health tech, or regulated-industry experience preferred • Proficient in verbal and written communication in Spanish • Eligible to work in the United States • Visa sponsorship is not available

🏖️ Benefits

• Medical, dental and vision insurance • Short Term Disability • 401(k) retirement plan • Paid vacation leave • Paid sick leave • Paid holidays • Professional development • Employee Assistance Program • Fully remote work

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