Sollis Health - Manager, Contact Center and Systems Operations

Hybrid - USA *$105k - $125k1w ago

In Office NA Customer Service Manager Data Analyst Team Management

Requirements

• We believe extraordinary people come from a variety of backgrounds, but ideally we would expect that you have: • Led a contact center team, including RTA and full team management. • Experience with full ownership of phone system, phone KPIs and phone management. • Desire to grow into broader operational/PM scope. • Comfort owning a metric-driven OKR while also managing ambiguous, cross-functional projects. • Strong communicator across clinical, IT, and ops stakeholders.

Responsibilities

• (Phones – 70%) • Own national phone performance against OKR targets (answer rate, speed to answer) • Manage bi-weekly phone data review cadence, partnering with Data Analyst to generate data insights • Manage Contact Center platform administration and evaluate/implement changes to improve performance. • Identify and resolve staffing gaps, escalation patterns, and training needs • Partner with Regional Operation Leads on market-specific phone issues, including investigations that surface from complaints. • (Systems & Project Liaison – 30%) • Serve as point person for operational system changes impacting front desk/member services workflows (e.g., EHR rollout, new scheduling tools, navigator) • Lead project management for assigned initiatives: timelines, stakeholder communication, training rollout • Act as liaison between Ops, IT, and Clinical teams during implementations • Collaborate with the Ops Analyst to document process changes and roll out training to Operations staff.

Benefits

• Sollis Health is the first and only medical membership that’s on-demand 24/7, 365. We live up to the concierge promise: with just one call, our members experience unparalleled care and follow-up on their schedule and their terms. • Our members never wonder if it’s a “real” emergency. They simply call Sollis for immediate access to ER-trained medical teams, on-site labs and imaging, expedited specialist appointments, and care navigation that’s all under one roof. With unlimited 24/7 virtual and in-person support from locations in Manhattan, the Hamptons, Los Angeles, South Florida, and San Francisco, Sollis puts our members in first class by handling all medical issues—big or small—with expert concierge care anytime, anywhere.