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Who We Are
Spire Health is building the future of remote patient monitoring. We give physicians insights into their patients’ health between doctor visits, helping them better manage patients with chronic respiratory illnesses. In particular, we serve patients in the U.S. who have chronic respiratory diseases (COPD, Asthma) with a novel sensor and algorithm system that identifies changes in a patient’s health. We focus our efforts on patients identified by their doctor as good candidates for our monitoring program and enroll them at little to no cost to the patient.
Position Overview
The Call Center Manager (Patient Enrollment) is responsible for managing the daily operations of the call center and patient enrollment team with a key focus on driving patient enrollment into Spire Health’s remote patient monitoring (RPM) program. The Call Center Manager will be responsible for team member recruitment, developing effective training programs, quality assurance, coaching, managing and loading data lists, and ensuring the team is meeting established objectives and key results (OKRs) on a weekly, monthly and quarterly basis. The Call Center Manager will work closely with sales, marketing, billing, and operations to identify opportunities to enroll eligible patients into the RPM program and improve patient outreach and onboarding. The Call Center Manager will receive a base salary plus a quarterly bonus based on achievement of quarterly OKRs.
Responsibilities
- Hire, train, lead, and coach the patient enrollment team to ensure continuous improvement and KPIs/enrollment targets are met
- Develop and implement quality management program to monitor and evaluate team member performance and productivity
- Assist team with questions, provide ongoing guidance and support with calls, processes, and workflows
- Design and prepare call center and team member performance and productivity reports by collecting, analyzing, and summarizing data and trends
- Manage patient data lists and list assignments in the call center dialer
- Assist the patient enrollment director with enhancements of the CRM and call center dialing system(s) to increase efficiency and productivity
- Lead weekly team meetings and monthly 1:1 individual employee meetings
- Manage team members’ schedules, breaks, employee time cards and payroll
- Keep up to date with latest marketing initiatives and product changes and updates
- Provide feedback and work to continually improve processes and lead conversion rates
- Ability to pivot and quickly learn new systems and processes
- Perform additional tasks defined by the patient enrollment director
Qualifications
- Bachelor’s Degree (required)
- 2+ years experience managing teams of 10+ employees
- Experience coaching, mentoring, training employees
- Experience working in healthcare or directly interacting with patients
- Experience in a HIPAA or FDA regulated environment
- Experience with Salesforce or other CRM systems
- Experience with Five9 or other call center dialing systems
- Strong computer skills and ability to use Apple/Microsoft/Google software applications
- Ability to work independently
- Ability to work and live in the U.S.A
- Sales experience a plus
Job Type: Full-time, Direct Hire
Pay: Base Salary + Bonus (Paid Quarterly)
Vaccination Policy: Spire Health has a vaccine policy in place and all employees are required to demonstrate that they have been vaccinated against COVID-19 and are up to date with any boosters per CDC guidelines or have a company-approved accommodation to the vaccine policy. Candidates may request a religious or medical exemption to the company’s vaccine policy, which will be promptly evaluated by the company
Job Type: Full-time
Pay: From $72,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental Pay:
- Bonus pay
Experience:
- Microsoft Office: 1 year (Preferred)
- Sales: 1 year (Preferred)
Work Location: Remote
