Position Description

We are seeking a strategic, innovative, and relationship-oriented Inbound Contact Center & Engagement Director to join our growing Access Team.

The Inbound Contact Center & 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.)

Responsibilities

• 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.
• 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.
• 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.
• 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.
• Direct and lead cross-functional project teams to implement complex member-facing initiatives.
• Provide strong leadership, management, and oversight of at least 2 direct reports (managers/supervisors) and at least a team of 15.

Qualifications

• 7+ years of inbound contact center management and leadership experience
• Excellent communication, problem-solving, critical thinking, and organization skills
• Experience managing multiple inbound teams. Examples could include a scheduling team, customer service team, referrals team, after hours team, etc.
• Experience managing remote teams or individuals
• Experience with Salesforce Health Cloud and Electronic Medical Records required.
• Familiarity and experience with any of the following: GSuite, Slack, Zoom, Mobile Device Management (MDM), Jamf, VOIP, Atlassian JIRA, Confluence, and Office 365
• Familiarity and experience working with insurance verification
• Familiarity with HIPAA and managing compliance within a digital health organization
• Detail and process oriented.
• Demonstrated performance managing and inspiring a culturally and professionally diverse team.
• Strong interpersonal, relationship-building, and listening skills, with a natural, consultative style.
• Ability to energize, communicate, and build rapport at all levels within an organization
• You're self-directed, confident, able to work in a fast-paced environment, and are aligned with Eleanor Health’s mission
• 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

Benefits

Eleanor Health offers a generous benefits package to full-time employees, which includes

• Flexible PTO policy and a remote work environment- unplug, relax, and recharge!
• 9 observed company holidays + 3 floating holidays- We encourage you to use the additional 3 floating holidays to accommodate personal beliefs/practices
• Wellness Days - 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.
• Fully covered medical and dental insurance plan, with affordable vision coverage.- We are a health first company, and we strive to make our plans affordable and accessible
• 401(k) plan with 3% match. 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.
• Short-term disability- We understand that things happen, we want you to feel comfortable to take the time to get better.
• Family Medical Leave- Eleanor Health’s Paid Family 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.
• Wellness Perks 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
• Mindfulness App Reimbursement
• 1 year subscription to TalkSpace
• Paid Membership to Health Advocate, One Medical, and Teladoc

About Eleanor Health

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.

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.

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.

Job Type: Full-time