Supervisor, Outbound Call Center

About Our Company

At Altais, we're looking for bold and curious innovators who share our passion for enabling better health care experiences and revolutionizing the healthcare system for physicians, patients, and the clinical community. Doctors today are faced with the reality of spending more time on administrative tasks than caring for patients. Physician burnout and fatigue are an epidemic, and the healthcare experience and quality suffer as a result. At Altais, we’re building breakthrough clinical support tools, technology, and services to let doctors do what they do best: care for people. We invite you to join our growing passionate team as we change the game for the future of healthcare and enable the experience that people need and deserve. Altais family of companies include: Brown and Toland Physicians, Altais Medical Group Riverside, and Family Care Specialists.

About Your Team

Are you looking to work with a high performing, fast growing and dynamic Health and Innovation team? Altais and our subsidiaries, form one of the most recognized medical groups in California. We are 3,000+ physicians, working in over 40 cities in California, caring for more than 350,000 patients. If working in a mission driven organization supporting highly competent, hard-working, thoughtful clinicians who value good ideas and are passionate about reshaping healthcare excites you, then we are thrilled to welcome you to your new career.

This position is located in our brand-new Oakland City Center location, or remotely (within the state of California). We are flexible provided you are open to traveling to the Oakland office locations as needed.

About Your Work

As the Supervisor, Outbound Call Center, you will be responsible for leading a team of Appointment Schedulers focused on scheduling annual health assessments and other areas, as needed to support the business. The Supervisor will be responsible for meeting or exceeding all performance goals as well as coaching and providing career development to their team members.

You will focus on

• Lead and motivate a team of Annual Health Assessment (AHA) Schedulers to achieve performance goals overseeing day to day operations of the Outbound Call Center.
• Monitor and analyze key performance metrics, identify trends, and implement strategies to improve overall Outbound Call Center efficiency and effectiveness.
• Implement new policies and procedures.
• Ensure patient satisfaction and resolution of any escalations.
• Training and development to ensure team members have the necessary skills and knowledge to excel in their roles.
• Identify opportunities for process improvements and implement changes to enhance member experience and increase operational efficiency.
• Ensures that activities are in compliance with organizational standards and external regulations.
• Supports the organization's patient care philosophy and standards of care.
• Regularly interacts with program manager to drive clarity in program design and facilitate stakeholder communication.

The Skills, Experience & Education You Bring

• Excellent communication and interpersonal skills.
• Sales skills.
• Strong analytical and problem-solving abilities.
• Ability to motivate and inspire a team to achieve performance targets.
• Ability to effectively partner with different business leaders across the organization.
• Ability to work with others in a fast-paced environment, which requires a lot of influencing partnership.
• Education:
  • Bachelor’s degree or equivalent experience required in Healthcare or Healthcare related industry.
• Experience:
  • 5+ years’ experience in an Outbound Call Center including 3 years of supervisory experience.
  • Experience monitoring and managing Outbound Call Center metrics and productivity.
  • Ability to influence others outside of the department/functional area to drive alignment and meet stated goals and deadlines.

You Share our Mission & Values

• You are passionate about improving the healthcare experience and want to be part of the Altais mission.
• You are bold and curious- willing to take risks, try new things and be creative.
• You take pride in your work and are accountable for the quality of everything you do, holding yourself and others to a high standard.
• You are compassionate and are known as someone who demonstrates emotional intelligence, considers others when making decisions and always tries to do the right thing.
• You co-create, knowing that we can be better as a team than individuals. You work well with others, collaborating and valuing diversity of thought and perspective.
• You build trust with your colleagues and customers by demonstrating that you are someone who values honesty and transparency.

Altais values the contribution each Team Member brings to our organization. Final determination of a successful candidate’s starting pay will vary based on several factors, including, but not limited to education and experience within the job or the industry. The pay scale listed for this position is generally for candidates that meet the specified qualifications and requirements listed on this job description. Additional pay may be determined for those candidates that exceed these specified qualifications and requirements. We provide a competitive compensation package that recognizes your experience, credentials, and education alongside a robust benefits program to meet your needs.

Altais and its subsidiaries and affiliates are committed to protecting the privacy and security of the personal information you provide to us. Please refer to our ‘CPRA Privacy Notice for California Employees and Applicants’ to learn how we collect and process your personal information when you apply for a role with us.

Physical Requirements:

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork – Activity level: Sedentary, frequency most of workday.

External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.