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Call Center Operations Lead

Wellist

Wellist

Customer Service, Operations
Boston, MA, USA
Posted on Thursday, May 2, 2024

Wellist is seeking a mission-driven Call Center Operations Lead to help make life easier for patients, employees, and their families. This role will be responsible for optimizing call center operations to improve quality and reduce cost. This Call Center Operations Lead must be passionate about improving user’s lives and supporting the development of their team. This role will be responsible for outreach to patients, employees, and families, speaking with hospital staff, HR managers, and finding, confirming, and recording helpful and appropriate resource information for patients and employees to access.

In addition to providing users direct support during sensitive and often challenging times, they will assess existing Support processes, identify opportunities for operational improvements and lead process implementation and change management across the Support organization. The Lead will manage reporting to drive team performance against stated metrics (e.g., call answer rate and handle time, inquire response time, handle time per inquiry/resource need) and address areas for team training and performance improvement. Finally, the Lead will serve as a player/coach for our call center organization to ensure the overall success of the team by sharing best practices so all reps can reach their full potential.

What You Will Do

  • Provide timely, friendly, and supportive outreach to patients, employees, families and hospital staff by phone, email and/or mail
  • Create and share personalized support lists for patients, employees, and families utilizing Wellist’s directory of nonmedical resources
  • Evaluates effectiveness of support team processes and tools based on performance metrics, including but not limited to call answer rate and handle time, inquiry response time, and handle time per inquiry/resource need; provides guidance and support to improve performance indicators
  • Identifies and deploys systematic improvements that drive team efficiency, effectiveness, and rep satisfaction
  • Coach members on best practices and new processes to ensure process adherence
  • Help hire, onboard, and train new support team members as needed

What You Bring to Wellist

  • Strong communication skills: Both written and verbal; ability to convey information via phone, email, and in-person
  • Confidentiality and discretion: Integrity and adherence to HIPAA guidelines in managing patient and employee information
  • Reporting capabilities: Experience with developing and maintaining reporting to manage and drive team performance. Proficiency with Tableau preferred.
  • Systems design and implementation: Background in identifying, improving, deploying new processes and tools; training teams on updated workflows.
  • Technical competencies: Computer skills, attention to detail, adherence to processes, data entry and a minimum four years of strong call center experience (inbound and outbound)

About Wellist

Wellist is a mission-driven digital health company that provides HR leaders with a cutting-edge aggregator capable of personalizing the “right resource, right time”. The solution leverages Wellist’s precision resource matching platform, hyper-targeted activation campaigns, and employee-generated data to simplify benefits access, amplify value from existing benefits partners, and meaningfully reduce cost.

Wellist’s outstanding contributions have been recognized by organizations including Fast Company (Most Innovative Companies 2024 - Human Resources), MassTLC (Most Innovative Technology of the Year), Rock Health (Top 50 in Digital Health, Diversity Leadership), American Business Awards (Company of the Year, Silver Stevie) and BostInno (50onFire).

Why work here

  • A meaningful mission - join a team that makes a real difference for patients, employees and their loved ones.
  • Outstanding benefits - excellent medical and dental insurance coverage, life & disability insurance, 3 weeks of PTO, and 401k contribution
  • Personal growth - opportunity to accelerate your career with a high-growth, high-impact wellbeing company.