Manager, Outreach Success

Plays a critical role in enhancing the effectiveness of our patient engagement strategies, with a particular focus on outbound communication and analysis. This role is responsible for optimizing contact success by regularly testing and refining Caller ID functionality, developing and updating call scripts based on call reviews and performance data, and overseeing contact dispositions to ensure accurate tracking and uncover improvement opportunities. Long term this role will also oversee a team of ~20 call center agents placing outbound scheduling calls (healthcare experience preferred). Manages an inbound and outbound omni-channel patient engagement and operational support team. Provides actionable feedback, training materials, and coaching support to both leadership and front-line agents to enhance performance and consistency. Collaborates cross-functionally to align outreach efforts with broader organizational objectives, using performance metrics and testing results to inform strategy adjustments.