Job Type
Full-time
Thank you for considering VyncaCare!
Position Summary
VyncaCare is a fast-paced, entrepreneurial environment with people incredibly passionate about transforming serious illness care through a variety of service and technology offerings. The Manager of Clinical Enrollments will serve a critical role in expanding our service offering to more individuals. As a key part of the Operations Team, the Manager of Clinical Enrollments will interface closely with the Business Development and Clinical Teams to strategically target and engage potential patients. Through your efforts, you will help patients receive the healthcare they deserve by providing them with personalized and coordinated care.
Essential Duties and Job Responsibilities
- Develop objectives for the call center’s day-to-day activities.
- Responsible for developing and implementing SOPs and workflows for the Call Center Operations Team.
- Communicate effectively with the clinical team to manage the handover of enrolled patients.
- Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
- Develop, collect, and analyze call-center statistics (sales rates, costs, customer service metrics, etc.)
- Assume responsibility for budgeting and tracking expenses, and maintain KPIs.
- Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
- Defines objectives, identifies and evaluates trends and options, chooses a course of action, and evaluates outcomes.
- Hire, coach and provide training to personnel to maintain high customer service standards.
- Evaluate and improve performance with key metrics (accuracy, call-waiting time, etc.). Coaches, counsels, and disciplines employees.
- Prepare reports for different departments or upper management.
- Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results.
- Maintain a working knowledge of technology and service offerings.
- Engage on additional projects and tasks as assigned.
Essential Organizational Duties
- Works at all times within the policies and guidelines of the company
- Willingness to use video conferencing ongoing for internal and external meetings
- Ensures effective use of resources
- Plays an active part in the development and maintenance of good relationships with all who have business with the Company
- Respects at all times the confidentiality of information covering patients, staff and volunteers and is HIPAA compliant
- Promotes the company’s philosophy of compassionate communication towards all patients, relatives, visitors and coworkers
Qualifications
- Bachelor’s degree or equivalent experience
- 4+ years of relevant experience in the areas of:
- Call Center Experience
- Customer service metrics
- Communication and Interpersonal Skills
- Proficient in PowerPoint slide creation and Excel data analysis tools
- Experience with Salesforce and Google Drive
- Outstanding planning and organization skills, with demonstrated experience managing complex projects to successful outcomes.
- Exceptional oral and written communication
- Self-directed, entrepreneurial, and eager to take ownership
Individuals working full-time are eligible to participate in our comprehensive benefits designed to support physical, mental, and financial well-being.
Additional Information
- This job description is not designed to cover or contain all job duties required of the employee. There may be additional activities, duties, and/or responsibilities that are required for this position that are not listed in this job description.
- Work location is flexible if approved by the company.
- In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
- Vynca Inc, Resolution Care PC, and Vynca Medical Associates, PA are all Equal Opportunity/Affirmative Action Employers. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. EEO is the Law.
PM22
PI203984053