Manager, Contact Center and Systems Operations

Our Concierge team at Sollis Health is the first point of contact for our members and patients in their time of need. The team creates a welcoming and personable first impression and assists them in scheduling their medical appointments, addresses member concerns in real time and demonstrates agility while ensuring a hospitable environment for our high-caliber clientele.

As a Manager, Contact Center and Systems Operations you will lead phone operations performance across all Sollis markets while serving as the operational point-person for cross-functional systems initiatives (EHR transitions, platform rollouts, workflow changes affecting front desk/member services). You will oversee our remote Concierge Receptionist (CR) team scheduling, coverage, and performance.

Full Time Opportunity - Remote US - Hybrid if based near NYC - Monday-Friday 9a-5p EST

The role is open to remote work in the following states only: California, Colorado, Connecticut, Florida, Illinois, Louisiana, Maryland, Nevada, New Jersey, Pennsylvania, Texas, Virginia, Washington and Wisconsin.

Responsibilities:

(Phones - 70%)

• Own national phone performance against OKR targets (answer rate, speed to answer)
• Manage bi-weekly phone data review cadence, partnering with Data Analyst to generate data insights
• Manage Contact Center platform administration and evaluate/implement changes to improve performance.
• Identify and resolve staffing gaps, escalation patterns, and training needs
• Partner with Regional Operation Leads on market-specific phone issues, including investigations that surface from complaints.

Secondary Responsibilities

(Systems & Project Liaison - 30%)

• Serve as point person for operational system changes impacting front desk/member services workflows (e.g., EHR rollout, new scheduling tools, navigator)
• Lead project management for assigned initiatives: timelines, stakeholder communication, training rollout
• Act as liaison between Ops, IT, and Clinical teams during implementations
• Collaborate with the Ops Analyst to document process changes and roll out training to Operations staff.

Experience :

We believe extraordinary people come from a variety of backgrounds, but ideally we would expect that you have:

• Led a contact center team, including RTA and full team management.
• Experience with full ownership of phone system, phone KPIs and phone management.
• Desire to grow into broader operational/PM scope.
• Comfort owning a metric-driven OKR while also managing ambiguous, cross-functional projects.
• Strong communicator across clinical, IT, and ops stakeholders.

Compensation

Salary Range: $105,000-125,000

About Sollis Health

Sollis Health is the first and only medical membership that's on-demand 24/7, 365. We live up to the concierge promise: with just one call, our members experience unparalleled care and follow-up on their schedule and their terms.

Our members never wonder if it's a "real" emergency. They simply call Sollis for immediate access to ER-trained medical teams, on-site labs and imaging, expedited specialist appointments, and care navigation that's all under one roof. With unlimited 24/7 virtual and in-person support from locations in Manhattan, the Hamptons, Los Angeles, South Florida, and San Francisco, Sollis puts our members in first class by handling all medical issues-big or small-with expert concierge care anytime, anywhere.