Who We Are

At Solera, we are inspired every day by the hundreds of organizations that are committed to healthier lives and communities. Our mission is to change lives by connecting people to healthcare solutions that work. The company has built a dynamic platform that provides intensive, evidence-based, lifestyle and behavioral social interventions to impact the costliest chronic conditions in the country. Solera's marketplace strategically matches consumers to curated disease prevention with a network of community organizations and digital therapeutics providers delivering the most meaningful health outcomes.

Job Summary

The Director, Call Center Operations oversees the day-to-day operation of the Participant Care Center (PCC). This role includes, but is not limited to, the following responsibilities: handling enrollment related issues via inbound calls from payer and employer members, negotiating, contracting and implementation of the third-party technology vendors, maintenance of contractual service level agreements, engaging with Senior Leadership Team on key operational and financial matters relating to the PCC, writing and maintaining policies and procedures on behalf of the Engagement/Marketing team, serve as a member of the communications sub-team within Solera, orientation and training of new employees and development of "Leadership 101" training program. Primary metrics for this position will include participant satisfaction, call conversion rate, PCC agent usage rate, agent turnover rate, average time to answer, percent of dropped calls. breakage, productivity, cost per touch, quality and process efficiency.

Key Responsibilities

• Manage third-party relationships including those with payers, network partners and technology vendors as needed
• Oversee Participant Care Center team
• Establish participant customer support standards and metrics
• Establish network partner support standards and metrics
• Establish and maintain KPI dashboards
• Ensure quality assurance program and continuous improvement is in place
• Oversee effectiveness of agents – pitch, resistance training, addressing FAQs, empathy with participants
• Oversee interviewing, onboarding and training of new agents
• Track and report on Participant Care Center performance
• Deliver cost efficient solutions that will support and drive business goals
• Maintain an efficient and service friendly environment
• Provide motivation and recognition to agents
• Provide feedback to third-parties on performance of agents
• Practice and ensure compliance with all company and department policies and procedure
• Write and maintain policies and procedures on behalf of the Engagement Team for company tracking and compliance
• Participate as key member of internal Communications Team to ensure high quality engagement between the company and employees
• Develop and maintain key training and onboarding materials for new employees
• Develop and maintain key training materials relating to Leadership 101 program for key employees

Expected Skills and Competencies

• Demonstrate an ability to both diagnose opportunities for improvement and work cross-functionally to implement solutions
• Interpersonal skills for interacting with team members and stakeholders at varying levels of the organization
• Analytical and creative/resourceful problem-solving skills
• Data based decision-making in a fast-paced environment
• Ability to think strategically, gather and synthesize large amount of data and information, review objectively, and present facts and recommendations to management
• Ability to adapt in a fast-paced, changing environment
• Ability to coordinate and influence internal and external resources to advance business objectives
• "Can-do" mentality with a strong sense of teamwork and accountability

Required Qualifications

• 5+ years in a supervisory or management position in a relevant functional area: customer service, call center or operations
• 8+ years of related experience and/or training
• Advanced knowledge of Microsoft Excel required
• Experience with reporting/data warehouse suites highly preferred
• Prior experience in healthcare highly preferred
• Prior startup experience a plus

Travel

• This role is remote, but the majority of the call center agents are located in Phoenix, Arizona, so local time zone or Pacific is strongly preferred.
• The Company may from time to time require you to travel temporarily to other locations in connection with the Company's business.
• This position requires less than 10% travel.

Benefits

• Remote first culture
• Paid pregnancy and parental leave
• Adoption Assistance Program
• Medical, Dental and Vision
• Company paid Life, Long Term Disability and Short-Term Disability
• 13 Company Holidays
• 401k + company match!
• Free Headspace account
• Free Fitbit
• Casual and fun atmosphere
• ...and more!

COVID-19

• Full COVID-19 vaccination required.

Disclaimer

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.

EEO

Solera Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Solera Health complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.