Director, Hub Operations - Assignment: Inbound

WelbeHealth is a value-based healthcare organization that’s transforming the future of senior care by providing an all-inclusive care option to our most vulnerable senior population.

The Director, Hub Operations is accountable for delivering the highest level of support and customer experience to our PACE participants and external network of contracted specialists and facilities. This role manages a direct team of supervisors, along with an indirect team of both clinical and non-clinical advocates that provide inbound call support to PACE participants and WelbeHealth’s external network.

Essential Job Duties:

Operational Management:

• Oversee all aspects of call center operations including strategic planning, forecasting, staffing, training, resource allocation, process improvement, and driving performance, as well as develop and implement strategic plans that drive call center performance, improve customer satisfaction, and achieve business objectives
• Own the implementation and maintenance of call center technology that will enable operations to scale effectively
• Drive the development, review, and implementation of department protocols and policies that align with operational objectives and core values, as well as ensure that call center operations adhere to quality standards and processes that comply with PACE regulations and industry standards
• Analyze data to drive agent performance, strategic decision making, and problem solving

Team Leadership & Management:

• Own the hiring, training, supervising, and mentoring of a high-performing team
• Collaborate with Hub leaders to deliver on OKRs and goals to drive continuous improvement

Stakeholder Management:

• Partner with internal operations, clinical, and network teams to optimize processes, address quality concerns, and improve call center operations for all stakeholders

Job Requirements:

• High school diploma or equivalent required; bachelor’s or master’s degree in relevant field preferred
• Minimum of seven (7) years of call center experience in the healthcare industry required, as well as in-depth knowledge of clinical call center operations best practices
• Proficiency with telephony technology, software applications, and tools
• Minimum of five (5) years of management experience with demonstrated ability to mentor and develop team members required
• Track record of creating clear and concise SOPs for leadership and frontline team members, and managing department budgets while meeting financial targets and KPIs
• Ability to travel once or twice per quarter to form in-person relationships with center leadership, attend offsites with Hub leadership team, and provide in-person coaching and mentorship to supervisors
• Must be willing to work a varied schedule that may include nights, weekends, and overtime

Benefits of Working at WelbeHealth: Apply your expertise in new ways as we rapidly expand. You will have the opportunity to design the way we work in the context of an encouraging and loving environment where every person feels uniquely cared for.

• 401k + employer match
• Medical insurance coverage (Medical, Dental, Vision) starting day one of employment
• Work life balance – 17 days of personal time off (PTO), 12 holidays observed annually, and six sick days
• And additional benefits