Participant Contact Center Manager

First Mile Care is an early stage healthcare startup sitting at the intersection of public health, technology, on-demand economy, and community building.  We’re building the nation’s first affordable, scalable, and sustainable platform to improve the lives of people who have prediabetes. 96 million Americans have prediabetes. Our goal is to halve the number of people in the U.S. with prediabetes by 2028. How? By scaling the CDC’s Diabetes Prevention Program (DPP) that’s been clinically proven to reduce the risk of diabetes by 58%. We have partnered with local physicians and major health systems to educate participants about how nutrition, fitness, sleep, exercise, and mindfulness combine to build healthy habits that lead to sustainable lifestyle change. We collaborate with the Centers for Disease Control (CDC) and the American Medical Association (AMA) to drive step function enrollment in DPP across the nation.  We are committed to creating a nationwide network of First Mile Care coaches in 42,000 ZIP codes across the US – local heroes trained to help their fellow community members make the right decisions daily, so they can gain control of their health and reverse prediabetes. 

First Mile Care is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.

The Position

The Participant Contact Center Manager provides proactive leadership in a fast-paced, virtual call center environment. The position requires the ability to strategically coordinate between internal and external stakeholders, physicians, leaders, and call center staff. This position is responsible for planning, organizing and managing operational and strategic services provided by the department to support designated service lines regionally. The individual must identify opportunities for improved performance, and initiate appropriate staff developmental plans. The individual serves as a coach and mentor for other positions in the department.

Core Responsibilities

  • Directs, delegates and oversees workforce efforts as appropriate to ensure the highest quality and best possible delivery of service. Coaches, develops, reviews, disciplines and terminates staff as necessary.
  • Develop and maintain schedules for contact center employees, advise management of hiring needs, participate in the hiring process.
  • Develop and maintain service specific policies and procedures. Act as Contact Center liaison between services and their external customers. Collaborate with key stakeholders to ensure customer expectations for access to services are met.
  • Act as product expert, ensuring participant and client needs are understood and expectations are managed.
  • Triage inbound and outbound inquiries including dispute resolution. Develop and maintain messaging for inbound and outbound participant communications.
  • Establish periodic and ad hoc reports to communicate key indicators of performance.
  • Coordinate with the Program Management Team  to ensure accuracy and completeness of participant intake and program data. Follow up to ensure completion in a timely manner. 
  • Collaborate with the Management team to recommend/develop departmental wide policies and procedures. Collaborate with the Management team to develop and implement initiatives to ensure employee and client satisfaction.
  • Provides leadership to achieve a satisfied and competent employee work environment. Monitors activities, gauges performance and satisfaction of employees and prevention program participants. Conducts annual reviews of staff performance.
  • Ensure information systems meet business needs. Make recommendations for enhancements. Identify and appropriately report any system performance issues.

Your Background

  • Bachelor’s degree and/or minimum of 3 years experience in a healthcare capacity with 2 years experience in healthcare management and/or program management.
  • Experience in a customer service environment, preferable healthcare or call center.
  • Experience with dispute resolution in a live healthcare environment.
  • Excellent oral and written communication skills
  • Self-starter – you naturally take ownership, look for opportunities, and do whatever it takes to drive results
  • Comfortable with Google Suite (Docs, Sheets, Slides) and Microsoft Office suite.

Job Type: Full Time, Employee

Salary: $55,000-$60,000 per year, healthcare benefits offered, HSA option, stock options

The position is remote. Depending on location, the employee may have the opportunity to meet with team members onsite. Candidates must be authorized to work lawfully in the United States.

For more information or to apply for this position, contact us at careers@firstmilecare.com.