Vori Health is an award-winning, nationwide, virtual-first, musculoskeletal medical practice focused on evidence-based care that treats the whole person. Using a unique care model to help patients find the best path forward, Vori Health connects patients to a trained care team that includes a nonoperative physical medicine physician, a health coach navigator, and a physical therapist who manage the initial patient assessment and then work to coordinate all aspects of care. We are on a mission to empower humanity to lead a healthier life.

The Patient Engagement and Support Operations Manager will lead our patient support and outreach operations, overseeing both inbound support and outbound engagement campaigns. This role combines healthcare call center management expertise with a focus on operational excellence and patient satisfaction.

What You’ll Do:

Manage and develop a team of Patient Engagement Specialists handling both inbound support and outbound campaign calls
Manage and develop a team of Customer Support agents to handle external patient support requests and internal stakeholder support tickets
Oversee daily call center operations, including scheduling, workforce management, and quality assurance
Monitor and optimize ticket resolution times and processes with appropriate platforms
Develop and maintain standard operations procedures for all support and outreach activities
Lead training initiatives for new team members and ongoing skill development

Performance Mangement & Analytics

Establish and track key performance indicators (KPIs) for both inbound and outbound operations
Monitor and report on metrics including handle time, first call resolution, conversion rates, and patient satisfaction
Implement performance improvement initiatives based on data analysis
Conduct regular quality monitoring sessions and provide coaching to team members
Create and maintain dashboards for operational visibility

Patient Engagement Strategy

Develop and optimize call scripts for various patient engagement scenarios
Design and execute outbound campaign strategies to drive patient enrollment and scheduling
Collaborate with clinical teams to ensure accurate communication of medical information
Implement best practices for practice engagement and retention

Technology & Systems

Manage call center technology stack, including telephony systems
Optimize routing rules, IVR flows, and other system configurations
Identify technology solutions to improve operational efficiency

Perform other projects and duties as assigned

Who You Are:

Required:
- Degree in healthcare administration, Business, or related field+ and/or 5+ years of healthcare call center management experience
- Proven experience with call center technologies including ticketing systems
- Strong understanding of healthcare operations and technology
- Experience in workforce management and scheduling tools
- Track record of improving operational metrics and team performance
- Experience working in remote environment
- Strong leadership and team development abilities
- Excellence in data analysis and performance metrics
- Superior communication and interpersonal skills
- Problem solving and critical thinking skills
- Ability to work in a fast-paced, changing environment

Nice-to-Haves:
- Experience in patient engagement or healthcare customer service
- Knowledge of healthcare compliance requirements (HIPAA, SOC2, HITRUST)
- Campaign effectiveness and conversion rates
- Improvement in key call center metrics (e.g. handle time, abandonment rate, resolution rates)
- Patient satisfaction scores and feedback
- Team performance and development
- Operational efficiency and cost management

Work authorization/security clearance requirements:

Authorized or able to provide required documents to work in United States.

Physical Requirements/Work Environment:

Remote work environment
While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.
Specific vision abilities required by this job include close vision requirements due to computer work.
Prolonged periods of sitting or standing at a desk and working on a computer

EEO Statement:

Vori Health is an Equal Opportunity Employer. We are committed to a work environment that supports, inspires and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship or other protected characteristics.

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