Healthcare Engagement Team Supervisor

Summary

Join Salvo Health as an experienced Engagement Team Supervisor to lead a team of 10+ specialists, overseeing call center (Five9) and CRM (Zoho) operations. You will ensure effective patient engagement, drive program enrollments, and deliver exceptional service. This fully remote role requires strong leadership, operational expertise, and a passion for optimizing healthcare engagement. The ideal candidate will thrive in a fast-paced, high-growth environment, leveraging technology to improve patient outcomes. You will report to the Sr. Director of Analytics and Growth. Salvo Health is committed to fostering an inclusive and equitable workplace.

Requirements

• 3+ years of experience managing a call center or engagement team, ideally with a dual focus on platform operations
• Expertise with call center platforms and CRM software; experience with Five9 and Zoho is a strong plus
• Proven ability to optimize processes and drive system efficiencies
• Strong leadership skills with a track record of successfully managing teams to meet and exceed performance targets
• Experience working with cross-functional teams to drive process improvements and achieve business goals
• Excellent communication skills, both verbal and written, with the ability to effectively engage patients and manage a team
• Strong problem-solving and critical-thinking abilities to handle escalated issues and improve team efficiency
• Goal-oriented, with a focus on driving results through data analysis and performance metrics
• Ability to thrive in a highly regulated environment, adhering to HIPAA and privacy guidelines
• A "no task is too small" mentality with the ability to thrive in a fast-paced, startup environment

Responsibilities

• Supervise and mentor a team of 10+ Engagement Specialists, ensuring high performance and achievement of KPIs
• Ensure the seamless integration and ongoing functionality of Five9 and Zoho CRM, addressing any operational challenges promptly
• Drive team performance metrics, improve workflows, and support business objectives through tracking, reporting and data analysis
• Assist the team in addressing patient inquiries and provide answers in a timely manner
• Oversee system configurations, ensuring compliance with HIPAA guidelines and other privacy regulations
• Handle escalated patient concerns, ensuring high-quality service and issue resolution
• Train and develop Engagement Specialists on call protocols, best practices, and systems to maintain a high standard of patient engagement
• Coordinate with Five9 and Zoho support teams for troubleshooting, system updates, and training
• Ensure compliance with HIPAA guidelines and other privacy rules
• Work closely with the support and patient growth teams to manage ad hoc projects and tasks as needed

Preferred Qualifications

Experience in healthcare, functional medicine, or a related field preferred, ideally remote

Benefits

• Fully remote position
• $70,000 - $75,000 a year
• Role is M-F with 8 hour shifts