Manager, Contact Center and Systems Operations

About the role

The Concierge team at Sollis Health serves as the initial point of contact for members and patients, creating a welcoming and personalized environment. This role involves scheduling appointments, addressing concerns, and maintaining a hospitable atmosphere for high-quality clients.

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

Secondary Responsibilities

• 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 are looking for someone who has led a contact center team, including RTA and full team management. Experience with full ownership of phone system, phone KPIs, and phone management is ideal. A desire to grow into broader operational/PM scope, owning a metric-driven OKR, and managing ambiguous, cross-functional projects is preferred. Strong communication skills across clinical, IT, and ops stakeholders are essential.

About Sollis Health

Sollis Health offers on-demand, 24/7, 365 medical membership with expert concierge care available through locations in Manhattan, the Hamptons, Los Angeles, South Florida, and San Francisco. Members can call Sollis for immediate access to ER-trained medical teams, on-site labs and imaging, expedited specialist appointments, and care navigation.

Pay

Salary Range: $105,000-125,000