Scene Health Operations Director, Enrollment
Scene Health’s 360° model of care enhances the gold standard of medication adherence, Directly Observed Therapy. Combining personalized video coaching, education, and motivational content, we bring healthcare professionals, patients, and their families together to solve the $500B medication nonadherence problem. Our Spotlight mobile app allows patients to connect with a care team of pharmacists, nurses, and health coaches through daily video check-ins anytime and anywhere. We make it fun for patients to stay on top of their medications, help them address medication challenges, and empower them to improve their health by addressing barriers to adherence related to social determinants of health.
The Scene Health Operations Director, Enrollment role will oversee the Activation department’s overall performance and growth. This role requires a deep understanding of how to enthusiastically sell Scene Health services, influence decision-making through patient-centric discovery, and possess the ability to teach others how to effectively do the same. This role requires a data-driven mindset, linking behaviors to results while also bringing balance to the equation as a people-centric leader who can inspire teammates around them to attack targeted goals and change patients’ lives for the better. This is a Director/Doer role that requires one to be deeply involved with the daily tactical inner workings of the department while also having a voice within broader strategic executive planning.
Responsibilities Include:
- Building a goal-oriented team culture that embraces a fast-paced environment and the changes that come with Scene Health’s growth
- Managing the daily sales performance of our outbound Activation department
- Managing inbound patient call volume to achieve industry-leading answer rates
- Improving Activation Department patient conversion rates into Scene Health adherence programs
- Assigning monthly individual performance goals while providing the coaching to be successful and accountable
- Managing lead lists to ensure all eligible members are contacted within the targeted timelines
- Managing and delivering departmental Quality Assurance programs to ensure best practices are leveraged and industry regulations are adhered to
- Coordinating with internal stakeholders to align on strategic initiatives and shared accountabilities
- Managing our Talkdesk telephone system and Salesforce CRM; functioning as an administrator who is responsible for the patient journey, various internal performance reporting, user training, and ongoing optimization
- Managing and delivering industry-leading new hire training and monthly sales skills training to agents
- Maintaining and growing required departmental headcount by recruiting and hiring talent that compliments the mission and culture
- Leveraging project management skills for the implementation of new systems and services training
- Setting a standard of professionalism and commitment, leading by example
Requirements:
- 10+ years’ experience managing an outbound call center function
- 5+ years’ experience in the Healthcare industry
- 5+ years' experience managing a fully remote call center team
- Experience building and/or delivering impactful sales training curriculum
- Experience with call center systems and the various channels of digital outreach used to connect with patients
- Growing a call center-based business leveraging scalable processes and methods
- Salesforce CRM experience preferred
- Bachelors Degree required
Top Skills
What We Do
emocha uses video technology and human engagement to empower patients to take every dose of medication as prescribed. emocha facilitates a daily touchpoint for patients in order to expand access to treatment, extend the reach of existing care teams, and retain patients in care. emocha’s turnkey, enterprise adherence solution operates through dose-by-dose observation and clinical assessment of potential administration problems, including technique and side effects. Coupled with daily engagement, support, and incentives, emocha is the first holistic solution to medication non-adherence.
