Support Operations Manager
Customer Support | Remote | Full Time
About Doctor On Demand
Doctor On Demand’s mission is to improve the world’s health through compassionate care and innovation. We believe that health is personal, and means so much more than treating illness. We're proud of the care we've provided over the years and the relationships we’ve developed with our patients, as evidenced by the 5-star reviews we continually receive. People use our service to gain access to some of the best physicians and licensed therapists in the country, all whenever and wherever is most convenient. It’s as simple as opening the Doctor On Demand app on a smartphone or computer.
Through live video visits, our hand-picked, US-trained doctors take patient history, perform an exam, and recommend a treatment plan. Prescriptions, if needed, go directly to the pharmacy of choice. While insurance isn’t required, tens of millions of Americans enjoy covered medical and mental health visits through employer and health plan partnerships. To learn more about the hundreds of medical issues we treat, visit us at DoctorOnDemand.com.
The Support Operations Manager for our Virtual Health Programs is responsible for the day-to-day contact center and support team management of the virtual and onsite teams and performance. Working primarily remote, this position will play a key role in creating an inclusive, engaging work at home environment where employees want to help each other be successful. This leader must be able to motivate, influence, and develop a team to effectively meet performance objectives.
Responsible for providing leadership and data-driven performance management for a remote inbound contact center supporting a national virtual healthcare practice
Manage front-line supervisors who are responsible for managing the day-to-day operations of a team of representatives handling patient and provider inquiries and issues.
Provide leadership and management to associates; provide training and development of the supervisory team as well as others
Coach and mentor team supervisors.
Regularly conduct supervisor team meetings and quality calibrations sessions
Ensure all coaching, training and corrective actions are managed appropriately and timely
Responsible for ensure all annual reviews are completed and delivered
Ensure patient, provider and client service, quality, and metrics are met.
Ensure schedules and staffing are appropriate
Drive a culture of good attendance and high performance.
Maintain and improve contact center operations by monitoring performance, identifying and resolving problems, and initiating process improvement and quality assurance programs.
Develop best practices to drive enhanced KPI performance.
Partner with other key stakeholders to develop and implement policies and programs to support the company's business strategies.
Ensure profitability meets or exceeds financial goals by ensuring the center is run efficiently and meeting KPIs.
Interact with cross-functional management teams to implement and succeed with new product launches or other program changes.
Enhance overall value by assessing service levels, tracking operational efficiencies, and streamlining processes to ensure that our requirements are met in a cost-effective manner.
Balance customer needs with all business strategies, initiatives, and decisions, and evaluate all actions in terms of their value to the customer and the company.
Implement Reward & Recognition programs that drive key behaviors and motivate employees.
Manage and coordinate workflow to achieve established business targets and objectives.
Produce reports and track performance related to virtual contact center operations.
Ensure that all program performance and service standards are met in the areas of quality, call processing time, and productivity through inspection and follow-through; manage productivity and staffing levels to maximize billable productivity.
Strong interpersonal, customer service and decision making skills are necessary
The ability to present information and communicate across all levels and externally to stakeholders, vendors, clients and customers is essential
Must have the ability to confidently embrace challenges and lead a team.
Able to directly motivate and supervise non-exempt and exempt employees to achieve maximum performance
Must take initiative and be highly motivated, creative and energetic
Strong leadership skills with the ability to interact professionally, cooperate with and partner cross functionally with stakeholders as described.
Solid computer skills including but not limited to Google Office suite, Salesforce, web-based platforms, social media, and IVR management and reporting
The ability to protect and maintain the confidentiality of patient protected health information to ensure compliance with HIPPA and other state and local laws is required
Education and Experience:
Undergraduate degree or equivalent experience
4+ years of extensive experience in contact center management, workforce management and planning, capacity planning, long-term forecasting and strategy
4+ years of experience forecasting with WFM applications and working with call routing strategies
3+ years of experience working within the Healthcare industry
3+ years of management experience with ability to influence and drive results
Expert computer skills and Google applications
High level of adaptability and flexibility, with a demonstrated ability to thrive in a team-based environment that is fast-paced, rapidly changing, and service-oriented
Must be able to communicate effectively.
Requires overall light physical effort (up to 25lbs.)
Manual dexterity and sitting is required in carrying out position, own responsibilities (i.e. use of personal computer).
Works primarily in either a private or shared office environment.
This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While this is intended to be an accurate reflection of the current job, Doctor On Demand reserves the right to revise the job or to require that other or different tasks be performed as assigned. All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to which will be required in this position, employees may be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an “at-will” basis.