<p><strong>Position Description</strong></p> <p><span style="font-weight:400;">We are seeking a strategic, innovative, and relationship-oriented Inbound Contact Center &amp; Engagement Director to join our growing Access Team.</span></p> <p><span style="font-weight:400;">The Inbound Contact Center &amp; Engagement Director will provide inspiring leadership and will be responsible for developing and implementing strategic initiatives, infrastructure, and workflows that result in member engagement (i.e., scheduling appointments, account creation, etc.)</span></p> <p><strong>Responsibilities</strong></p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Champion, develop, and implement strategic member engagement initiatives in multiple modalities including but not limited to phone, chat, text and email - all within the context of the broader member experience.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Develop deep partnerships with key cross-functional teams (i.e. clinical, market operations, analytics, marketing, outreach, etc.) to understand the end to end member experience to maximize the performance of the Inbound Contact Center team and drive an optimal member experience.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Establish impact metrics and oversee the collection, organization, and analysis of data to continuously improve member engagement and optimize strategic initiatives, infrastructure and workflow of the inbound contact center.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Lead the development and implementation of innovative internal tools and systems (i.e. Salesforce, Telephony platforms, etc.) to multiply the impact of our member recruitment, onboarding, and engagement through our inbound contact center.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Direct and lead cross-functional project teams to implement complex member-facing initiatives. </span></li> <li style="font-weight:400;"><span style="font-weight:400;">Provide strong leadership, management, and oversight of at least 2 direct reports (managers/supervisors) and at least a team of 15.</span></li> </ul> <p> </p> <p><strong>Qualifications</strong></p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">7+ years of inbound contact center management and leadership experience</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Excellent communication, problem-solving, critical thinking, and organization skills</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Experience managing multiple inbound teams. Examples could include a scheduling team, customer service team, referrals team, after hours team, etc. </span></li> <li style="font-weight:400;"><span style="font-weight:400;">Experience managing remote teams or individuals </span></li> <li style="font-weight:400;"><span style="font-weight:400;">Experience with Salesforce Health Cloud and Electronic Medical Records required. </span></li> <li style="font-weight:400;"><span style="font-weight:400;">Familiarity and experience with any of the following: GSuite, Slack, Zoom, Mobile Device Management (MDM), Jamf, VOIP, Atlassian JIRA, Confluence, and Office 365</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Familiarity and experience working with insurance verification</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Familiarity with HIPAA and managing compliance within a digital health organization</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Detail and process oriented.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Demonstrated performance managing and inspiring a culturally and professionally diverse team.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Strong interpersonal, relationship-building, and listening skills, with a natural, consultative style. </span></li> <li style="font-weight:400;"><span style="font-weight:400;">Ability to energize, communicate, and build rapport at all levels within an organization</span></li> <li style="font-weight:400;"><span style="font-weight:400;">You're self-directed, confident, able to work in a fast-paced environment, and are aligned with Eleanor Health’s mission</span></li> <li style="font-weight:400;"><span style="font-weight:400;">You love teaching and learning and being a part of a team - you’re excited to pick up new skills or investigate new technologies, and equally able to share that knowledge with others</span></li> </ul> <p><strong> Benefits</strong></p> <p><span style="font-weight:400;">Eleanor Health offers a generous benefits package to full-time employees, which includes</span></p> <ul> <li>Flexible PTO policy and a remote work environment- <span style="font-weight:400;">unplug, relax, and recharge! </span> </li> <li>9 observed company holidays + 3 floating holidays- <span style="font-weight:400;">We encourage you to use the </span><span style="font-weight:400;">additional 3 floating holidays to accommodate personal beliefs/practices</span> </li> <li>Wellness Days - <span style="font-weight:400;">In lieu of “Sick Time” which typically applies only when you are ill, we encourage you to proactively manage your overall wellbeing, both physical and mental, as well as the wellbeing of those who play important roles in your life.</span> </li> <li>Fully covered medical and dental insurance plan, with affordable vision coverage.<span style="font-weight:400;">- </span><span style="font-weight:400;">We are a health first company, and we strive to make our plans affordable and accessible </span> </li> <li>401(k) plan with 3% match. <span style="font-weight:400;">We are excited to be able to support the long-term financial well-being of our team in a way that reinforces Eleanor’s commitment to equity.</span> </li> <li>Short-term disability-<span style="font-weight:400;"> We understand that things happen, we want you to feel comfortable to take the time to get better. </span> </li> <li>Family Medical Leave- Eleanor Health’s Paid Family &amp; Medical Leave (“PFML”) is designed to provide flexibility and financial peace of mind for approved family and medical reasons such as the birth, adoption, or fostering of a child, and for serious health conditions that they or a family member/significant other might be facing.</li> <li>Wellness Perks &amp; Benefits- Mental Health is important to us and we want our employees to have the accessibility they deserve to talk things through, zen with a mindfulness app, or seek assistance from health advocates</li> <li>Mindfulness App Reimbursement</li> <li>1 year subscription to TalkSpace</li> <li>Paid Membership to Health Advocate, One Medical, and Teladoc</li> </ul> <p><strong>About Eleanor Health</strong></p> <p><span style="font-weight:400;">Eleanor Health is the first outpatient addiction and mental health provider delivering convenient and comprehensive care through a value-based payment structure. Committed to health and well-being without judgment, Eleanor Health is focused on delivering whole-person, comprehensive care to transform the quality, delivery, and accessibility of care for people affected by addiction.</span></p> <p><span style="font-weight:400;">Eleanor Health operates multiple clinics and an entirely virtual model statewide across Louisiana, Massachusetts, New Jersey, North Carolina, Ohio, and Washington, delivering care through the population and value-based partnerships with Medicare, Medicaid, and employers.</span></p> <p><span style="font-weight:400;">If you are passionate about providing high-quality, evidence-based care for individuals with substance use disorder through innovative practice and about building a great business that makes a difference, Eleanor Health is an ideal opportunity for you. We seek highly skilled, motivated, and compassionate individuals who take responsibility and adapt quickly to change to join our deeply committed and collaborative team.</span></p> <p><span style="font-weight:400;">Job Type: Full-time</span></p> <p> </p>