Remote Client Solutions Team Lead

Who We Are:

Reverence is a technology company working with home-based care organizations to solve one of the hardest problems in healthcare – how to get the right people, in the right place, at the right time.

We provide technology and scheduling solutions that enable healthcare provider groups to significantly improve staffing operations.

We have seen rapid business growth over the past year – a testament to the critical nature of the problems we are solving – and we are building out a world-class team to support our next wave of growth.

Our mission-driven team brings significant front-line experience driving excellence in home-based care and improving workforce operations – one of the gnarliest (and most interesting!) business challenges facing healthcare organizations.

About the role:

We are seeking a lead for our Client Operations team – shaping and leading the day-to-day delivery of our managed service scheduling solutions.

In this position, you will work with Reverence’s leadership team to design, implement, and manage operations of high-quality client management processes. You will serve as the lead of our team of scheduling associates, who operate Reverence’s systems on behalf of partnering organizations – working month to month to ensure staffing levels in line with our business goals, and day-to-day and week-to-week to guide high quality team operations.

As our team and roster of clients continue to grow rapidly, you will play a key role expanding our client-facing services in parallel – ensuring that we are able to scale the best practices we have developed and will continue to develop over time, contributing to mission-critical company goals like client retention.

What you’ll do:

• Serving as lead of our team of scheduling specialists:
  • Overseeing hiring processes for, and training and performance management of, a sizable team of full-time and part-time employees
  • Bringing a data-driven lens to staffing processes – ensuring tight planning of our internal staffing model, both in the immediate week-to-week sense, and in a month-to-month context as we rapidly expand our base of partnering organizations
• Driving operational excellence and leading execution of our innovative client operating model by:
  • Deeply understanding and driving quality performance of team’s core workflows
  • Strategically shaping future operating model, during a period of rapid business growth, with a heavily data-driven focus – i.e., helping to predict future staffing requirements and shaping the hiring & people processes required to ensure consistent team success
  • Shaping and conducting quality assurance reviews to ensure the effective delivery of our managed service product across a wide client base; conducting quality assurance for various day-to-day operational processes on the Scheduling Operations team
• Managing the materials library guiding internal onboarding and training of team members
  • Ensuring materials reflect the latest team guidance, processes and best practices and are always up-to-date
  • Ensuring distribution & communications processes align with our needs as a business

What you’ll need:

• You pair strong business judgment with a significant bias toward action – a doer, with a high-degree of comfort in fast-paced business environments
• You have a strong knack for using data to drive thoughtful decision-making – and the ability to think strategically and balance immediate-term and medium-term objective
• You have a high degree of comfort with ambiguity and thrive in environments where you need to bring order to chaos
• You have a demonstrated ability to manage/guide front-line workforce firmly but empathetically – pairing pragmatism and good communications skills with decisive/swift managerial decision-making when required
• You have experience working with, and guiding the operations of, front-line operations professionals (and contract/part-time workforce) – and clear perspectives on what it takes to communicate effectively at scale with a distributed team
• You have strong familiarity with core business systems: Microsoft/Google Workspace or equivalent productivity software, especially Excel & PowerPoint (or equivalent)
• Experience with ticketing systems (e.g. Zendesk) a plus
• You bring enthusiasm, positivity, and proactivity to your work – you are a culture-carrier!

Additional information:

Reverence is a globally distributed team. While the majority of our organization works remotely, we maintain a small shared office space in New York City and envision a future that balances face to face collaboration with a dynamic, hybrid work environment.

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position.

We are an equal opportunity employer committed to providing all employees with a work environment free of discrimination and harassment. We celebrate diversity and welcome applicants from every background and life experience.