Manager, Contact Center and Systems Operations

Our Concierge team at Sollis Health is the first point of contact for our members and patients in their time of need. The team creates a welcoming and personable first impression and assists them in scheduling their medical appointments, addresses member concerns in real time and demonstrates agility while ensuring a hospitable environment for our high-caliber clientele.

As a Manager, Contact Center and Systems Operations you will lead phone operations performance across all Sollis markets while serving as the operational point-person for cross-functional systems initiatives (EHR transitions, platform rollouts, workflow changes affecting front desk/member services). You will oversee our remote Concierge Receptionist (CR) team scheduling, coverage, and performance.

• Own national phone performance against OKR targets (answer rate, speed to answer)
• Manage bi-weekly phone data review cadence, partnering with Data Analyst to generate data insights
• Manage Contact Center platform administration and evaluate/implement changes to improve performance.
• Identify and resolve staffing gaps, escalation patterns, and training needs
• Partner with Regional Operation Leads on market-specific phone issues, including investigations that surface from complaints.

• Serve as point person for operational system changes impacting front desk/member services workflows (e.g., EHR rollout, new scheduling tools, navigator)
• Lead project management for assigned initiatives: timelines, stakeholder communication, training rollout
• Act as liaison between Ops, IT, and Clinical teams during implementations
• Collaborate with the Ops Analyst to document process changes and roll out training to Operations staff.

We believe extraordinary people come from a variety of backgrounds, but ideally we would expect that you have:

• Led a contact center team, including RTA and full team management.
• Experience with full ownership of phone system, phone KPIs and phone management.
• Desire to grow into broader operational/PM scope.
• Comfort owning a metric-driven OKR while also managing ambiguous, cross-functional projects.
• Strong communicator across clinical, IT, and ops stakeholders.