Dialer/Inventory Manager - Wellbe Senior Medical

WELLBE INTRODUCTION

The WellBe care model is a Physician Led Advanced Practice clinician driven geriatric care (care of older adults) team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients.  This population is typically underserved and very challenged with access to care.   To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care – from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care.  WellBe's physician/advanced practicing clinician led geriatric care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum.

GENERAL SUMMARY

The Dialer/Inventory Manager will be responsible for monitoring and providing real time dialer support while maintaining work group goals and strategies through the utilization of WellBe’s dialer software. Our platform will be a new dialer platform that will require someone with a background in both dialer administration management to become WellBe’s dialer/Inventory manager.   The role will be responsible for managing, implementing and administering the dialer functionality as well as forecasting a population of agents, dials, and markets based on business needs. This unique position will help implement, design and stand up a new dialer platform for the WellBe Outreach Center.  The Dialer/Inventory Manager will also be responsible for managing and administering the dialer functionality,  productivity reporting, and analysis for the Outreach Center per business needs.  Duties include but are not limited to monitoring and providing potential solutions to support surpassing KPI’s, list penetration, call list optimization as it relates to forecasted needs, dialer campaigns, and contact strategy.

SKILLS & COMPETENCIES

Required Skills and Abilities:

• Responsible for day-to-day administration and monitoring of preview/predictive dialer system including design, build and maintenance of campaigns, calling lists, filters, reports and list strategies
• Manage dialer performance metrics including service levels, occupancy, and call routing to ensure SLA adherence, and outreach center forecasting needs
• Executing and managing daily dialer campaigns for the Outreach Center
• Completes regular Quality Assurance monitoring of the dialer systems and processes
• Ensure FCC, TCPA, Federal and State compliance requirements are met
• Provide guidance and day to day support for the workforce management platform
• Functions as primary point for dialer strategies and makes recommendation for process/system changes to maximize Outreach Center efficiency and effectiveness
• Identifying and implementing process improvements related to both the automated dialer to help support workforce optimization tool
• Effective communication verbal and written skills, attention to detail, problem solving skills and demonstrated analytical competencies
• Communicate and collaborate with IT, Operations leadership, and subject matter experts to establish the technical and functional requirements for WellBe’s new contact center initiatives
• Ability to work in a professional but fast-paced environment
• Functions as primary point of contact to dialer strategies, advocate for team strategic insight, results and makes recommendation for process/system changes
• Leader with strong business acumen, leadership skills and practical system experience with RingCentral, and Nice In Contact

Educational Requirements:

• Bachelor's degree or equivalent work experience

Preferred Skills:

• 5+ years’ dialer admin management software experience optimizing employee schedule adherence, prefer RingCentral and/or Nice In Contact
• 5+ years’ automated dialer platform experience developing and overseeing various dialer campaigns to include implementation, prefer Nice In Contact and/or RingCentral
• 5+ years’ experience on development, testing, implementation, and production of daily business reporting and analysis related to dialer and able to support WFM software
• Professional knowledge of Microsoft Office and Google Workspace

Supervisory Responsibility: No supervisory responsibilities.

Travel requirements: Some travel required 

Work Conditions: Ability to lift up to 20lbs.  Moving lifting or transferring of patients may involve lifting of up to 20lbs as well as assist with weights of more than 50lbs. 

• Requires prolonged sitting. May require some bending, stooping, twisting, and/or stretching from seated or standing positions
• Requires eye-hand coordination and manual dexterity sufficient to frequently operate a keyboard, telephone, copier, calculator and other office equipment
• Requires normal range of hearing and eyesight to record, prepare and communicate appropriate information via telephone or computer
• Requires moderate to intense concentration due to complexity and/or need to meet deadlines, and flexibility to readily adapt to a changing environment

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification.  Management reserves the right to add, modify, change or rescind the work assignments of this position.  Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of this role.