How You'll Make an Impact:
The ideal candidate is driven, willing to learn, highly personable with a customer-first mentality. This person will act as a liaison between our Dispatchers and the management team.
Works closely with workforce management, Access Center Managers, Access Center Director and Access Center Coach Director, motivates, and works with managers to build and maintain a culture of exceptional service, teamwork, and high performance Ensures Dispatchers are equipped to manage issue escalation, troubleshooting, and are aligned with current company priorities to deliver on the highest level of service for each medium of service: inbound/outbound calls, emails, chats, etc. Leads the Access Center to meet organizational objectives related to customer service, patient assignment, patient satisfaction, clinical support and clinical team support In partnership with Access Center managers and ambassadors, sets goals for and monitors daily, weekly and monthly performance in productivity and quality dashboards across all service lines Creatively Problem Solve, support the customer support experience from initial resident outreach, triage and troubleshooting where appropriate, and flagging management when issues need to be escalated. Improve the Support Process: As the Supervisor within DispatchHealth’s support and customer experience department, this individual will play a supportive role in projects to help build and improve internal processes to drive toward a world-class customer experience.
What You'll Do:
- 2+ years of experience in sales/service operations or call center Familiar with call center technology
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Familiar with QA/WFM concepts Ability to oversee brick and mortar call centers and remote call centers in multiple locations Excellent verbal and written communication skills.
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Bachelor’s Degree preferred
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Preferred Healthcare call center experience Sr. level or lead experience
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Led a team of over 10 - 15 agents
- Ability to drive performance while aligning with the Access Center’s goal of becoming a Destination Employer
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Leading in an encouraging, morale building environment
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Manage both remote and onsite staffing
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Be strategic and thinking of ways to enhance the Patient/Partner and Employee experience
Who We Are:
DispatchHealth is redefining healthcare delivery through mobile and virtual healthcare. A rapidly scaling Denver, Colo., startup, we provide right-sized healthcare through the power of technology, convenience, and service. DispatchHealth is creating an integrated, convenient, high-touch care-delivery solution that extends the capabilities of the patient's care team and ensures that we provide personalized, quality care in the home or at the patient’s location of need. Our skilled, certified providers arrive onsite with the expertise and tools necessary to administer advanced medical care, supported by our technological infrastructure to ensure quality and to improve outcomes. DispatchHealth brings together experienced professionals with proven success in medicine, engineering and operations and a passion for transforming the healthcare landscape.
DispatchHealth is committed to creating and supporting a diverse and inclusive team and serving all communities. All qualified applicants will be considered for employment regardless of race, gender, gender identity or expression, sexual orientation, religion, national origin, disability, age, or veteran status. DispatchHealth offers a comprehensive benefit package, including medical, dental and vision insurance, 401k, paid time off, family, and short-term disability leave.
Do you want to be part of and thrive in a fast-paced, growth-stage, entrepreneurial technology, and healthcare delivery company?
Are you willing to roll up your sleeves and do what needs to be done?
Are you passionate about transforming healthcare through technology innovation, service and quality care delivered to patients?
Our Mission
We deliver trusted, compassionate care to all in the comfort of home.
Our Vision
Building the world's largest in-home care system.
Our Values are embodied in The DispatchWay
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Courage to advocate for our patients and each other
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Innovation to trailblaze a new path for healthcare
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Integrity to create a respectful and inclusive environment
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Compassion to provide quality, safe and excellent care
Connect With Us:
Get to know us! Watch the video to hear from healthcare professionals on what it's like to work with DispatchHealth. Follow us on Facebook, X, and YouTube to learn more.
Applications are being accepted for this role for at least 3 days after the posting date or once we receive a sufficient number of qualified candidates.