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Job Objectives:
- Oversee and manage a team of outreach and intake associates including training, onboarding, people management, and performance evaluations.
- Build processes in collaboration with Client Success to operationalize custom workflows for new clients.
- Delegate tasks and responsibilities, track commission, and optimize dialer system and CRM / Google Sheets.
Compliance and Quality:
- Ensure compliance with client and CMS standards across all workflows.
- Ensure quality of each caller interaction in alignment with Isaac Health’s standards.
- Accurately adhere to all new patient workflows.
Performance Metrics:
- Manage service level agreements (SLAs) and performance metrics.
- Track agreed-upon client metrics in collaboration with Client Success.
- Report on KPIs, including cancellation and conversion rates.
Isaac Health
Isaac Health aims to improve brain health at the population level by providing access to specialty brain health and dementia care services. Since launching in 2022, Isaac Health has scaled to provide services to more patients and families across the US.