Manager, Contact Center and Systems Operations

Applied Labs; Northern (KY); Hybrid; USD 105,000 - 125,000; Full time

Job summary

Sollis Health is seeking a Manager, Contact Center and Systems Operations to lead national phone performance and oversee cross-functional system initiatives, including EHR rollouts and scheduling tools. This role oversees the remote Concierge Receptionist team and coordinates with IT, Clinical, and Ops on deployments.

Based in the US, this full-time position offers a remote/hybrid arrangement and targets strong performers with experience in metric-driven environments and project management.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Phone system ownership

OKR management

Cross-functional collaboration

Project management

Stakeholder communication

Job description

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.