Pager is hiring a

Command Center Operations Manager

New York, United States

OPPORTUNITY

 

Pager is a NYC health-tech startup looking for a Command Center Operations Manager to oversee and grow our care coordination team of nurses and non-clinical staff. The ideal candidate has meaningful experience in the healthcare industry, preferably within a medical call center, and is eager to apply practical knowledge and skills to build our care coordination team and processes.  Pager is seeking candidates willing to bring a fresh approach to conventional healthcare practices.

 

RESPONSIBILITIES

 

Manage administrative needs of the Command Center:

  • Recruit, hire, and onboard support staff
  • Coach, mentor, and develop the management skills of junior team members
  • Manage nurse licensing, credentials, and documentation
  • Implement processes to monitor and improve Command Center performance
  • Maintain staffing schedule

 

Own Command Center process flows:

  • Develop chat processes and blueprints to specific market and partner needs
  • Improve current process flows in chat to reflect changing business needs and tech features
  • Ensure proper patient care protocols are in place to support triage and care coordination

 

Collaborate with key members and cross-functional teams to create the best patient experience in chat:

  • Communicate and monitor resolution of Command Center tech issues with the Engineering and QA teams
  • Collaborate with the Command Center Director accurately translate user needs to requirements
  • Develop strategies with the Marketing team to maximize patient engagement in chat (e.g., campaigns for finding a PCP, STI testing, and travel vaccines)
  • Work with all teams to meet milestones and coordinate timely program launches

 

Think outside the box:

  • Ability to think strategically but also dive into process specifics
  • Flexibility to perform tasks outside of specific job description

 

REQUIREMENTS

  • Minimum of 5-7 years experience in healthcare, call center experience preferable
  • Proven success building and managing a clinical team
  • Exceptional project and people management skills
  • Background in customer service
  • Strategic thinker capable of managing complex processes and multiple work streams
  • Strong operating skills and ability to manage complex implementations
  • Excellent communication skills, verbal and written
  • Minimum Bachelor’s Degree
  • Clinical Degree (a plus but not required)

 

CANDIDATE PROFILE

  • Passion for technology and leveraging the latest in technology to improve healthcare processes
  • Ability to problem-solve and think creatively
  • Skilled in managing, organizing, and prioritizing workload
  • Open-minded, flexible and adaptable
  • Comfortable in an environment with lots of change, unexpected delays and pivots
  • Self-starter

 

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