Senior Manager, Outbound Customer Service

BlinkRx; Pittsburgh (Allegheny County); On-site; USD 90,000 - 130,000; Full time

Job summary

A leading healthcare company in Pittsburgh seeks an experienced operations leader to drive patient engagement and improve service delivery. In this role, you will manage a diverse team, implement strategies to enhance conversion rates, and collaborate closely with various departments to achieve performance targets. Ideal candidates will have over 8 years of relevant experience and strong coaching skills. Join us to make a significant impact in the healthcare field!

Qualifications

• 8+ years of experience in an outbound calling or customer operations environment.
• Experience working toward performance targets such as conversion or revenue goals.
• Healthcare experience is a plus.

Responsibilities

• Support the development and execution of outbound engagement strategies.
• Manage a team of individual contributors and/or team leads.
• Ensure effective execution of outbound call campaigns.
• Analyze call metrics and customer feedback to identify trends.
• Collaborate with cross-functional teams to align on messaging.
• Identify opportunities to improve scripts, tools, and processes.

Skills

Coaching

Analytical mindset

Communication

Collaboration

Education

Bachelor's degree or equivalent experience

Job description

The Role

The Patient Services Operations team is at the forefront of the company mission to bring affordable prices and deliver the best possible experience for all of our patients. We compete in an industry where minutes matter, and are looking for an experienced, gritty, hands‑on leader to drive conversion, improve patient engagement, and lead a growing team of 70+. You will own team conversion targets, execute against clear performance goals, and partner cross‑functionally with Operations, Growth, Marketing, Product, and Data Analytics. This role requires balancing day‑to‑day execution with building scalable processes for long‑term success. If you thrive in ambiguity, enjoy building and optimizing systems, and are passionate about developing high‑performing teams, this role is for you.

What you’ll do

• Execute on team strategy Support the development and execution of outbound engagement strategies to improve conversion, retention, and patient experience. Translate broader organizational goals into actionable team plans.
• Lead and develop your team Manage a team of individual contributors and/or team leads. Drive a strong culture of accountability, coaching, and continuous improvement.
• Oversee day‑to‑day operations Ensure effective execution of outbound call campaigns, including follow‑ups, patient outreach, and support initiatives. Monitor workflows and adjust as needed to meet performance targets.
• Track and improve performance Analyze call metrics, conversion rates, and customer feedback to identify trends and areas for improvement. Partner with leadership to implement changes and track impact.
• Partner cross‑functionally Collaborate with Operations, Growth, Marketing, Product, and Analytics teams to align on messaging, campaigns, and process improvements. Provide frontline insights to inform decision‑making.
• Drive continuous improvement Identify opportunities to improve scripts, tools, and processes to increase efficiency and effectiveness of outbound efforts.

A successful applicant will fit the following criteria

• Bachelor’s degree or equivalent experience
• 8+ years of experience in an outbound calling or customer operations environment
• Experience working toward performance targets such as conversion or revenue goals
• Strong coaching and people development skills
• Analytical mindset with the ability to interpret data and drive action
• Excellent communication and collaboration skills
• Experience working cross‑functionally and influencing stakeholders
• Healthcare experience is a plus

Why Join Us

It is rare to have a company that both deeply impacts its customers and is able to provide its services across a massive population. At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of their healthcare and finances. We are also the fastest growing healthcare company in the country and are driving that impact across millions of new patients every year. Our business model not only helps people, but drives economics that allow us to build a generational company. We are a relentlessly learning, constantly curious, and aggressively collaborative cross‑functional team dedicated to inventing new ways to improve the lives of our customers.

We are an equal opportunity employer and value diversity of all kinds. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Applicants who provide their phone number and consent to receive text messages may receive SMS or MMS updates from Blink Health regarding their application.