Better Health Partnership

Call Center Representative

• Own performance across inbound and outbound sales funnels
• Manage agents and supervisors through coaching, QA, and structured performance management
• Run daily operations including queue management, scheduling, and workforce planning
• Maintain and iterate call flows, segmentation, routing logic, caller ID management, and outbound strategies
• Track conversion performance by agent, channel, time of day, and campaign
• Lead daily huddles and reporting to drive speed to lead, contact rate, and conversion metrics
• Diagnose bottlenecks across the funnel and quantify impact
• Own reporting and dashboards tied to business outcomes
• Prioritize initiatives that improve throughput, reduce cost, and increase revenue per rep
• Partner with Marketing, Enrollment, Support, and RCM to reduce handoffs and increase revenue realization
• Support company OKRs with measurable operational and revenue goals
• Serve as owner of TalkDesk and related telephony and workflow tooling
• Design and launch improvements to routing, IVRs, QA flows, and automated follow up
• Identify and pilot AI use cases across qualification, documentation, messaging, and call handling
• Build tooling and processes that reduce manual effort and cycle time
• Translate operational problems into scalable workflow and system changes without heavy engineering involvement
• Own call and ticket workflows that support recurring revenue and retention for existing members
• Partner with Support to improve response times, QA, knowledge management, and handoff processes
• Build workflows and follow up sequences that reduce churn and increase resupply and recurring revenue
• Analyze retention performance and surface insights that inform product, ops, and care teams
• Eventually scale a combined inbound sales and support model through unified tooling and routing

Inside Sales Lead – Contact Center, Revenue and Systems

Collections

• Accurately post insurance and patient payments, adjustments, and claim denials into the billing system.
• Review and reconcile Explanation of Benefits (EOBs) and Electronic Remittance Advices (ERAs).
• Billing queue regularly to review and respond to member inquiries, providing timely and accurate assistance with billing-related questions.
• Uploading and reconciling 835 files across multiple sources
• Follow up on outstanding insurance claims and patient balances.
• Conduct collection activities, including contacting patients regarding balances, establishing payment arrangements, and updating accounts.
• Work with insurance carriers to resolve denied or underpaid claims.
• Run patient AR reports to post any open balance.
• Maintain accurate and up-to-date records of all patient billing activities.
• Collaborate with internal departments to gather necessary documentation and ensure timely processing.
• Accurate payment posting and remittance reconciliation.
• Communication with patients on balances and payment plans
• Documentation of all claim activity for audit and compliance
• Root cause identification for underpayments and denials

Medical Claims Poster – Billing/Collections Specialist

• Lead daily sales-focused huddles to drive conversion performance and reinforce best practices
• Manage and optimize outbound dialing strategies, campaign segmentation, and list management
• Oversee day-to-day queue operations, ensuring alignment with real-time business needs
• Analyze connect and conversion rates by time of day, campaign, and team to guide strategy
• Adjust queue assignments and contact strategies based on performance insights
• Maintain and iterate on outbound and inbound call flows, IVR design, and number cycling
• Provide hands-on coaching and development support to agents and team leads
• Conduct quality assurance reviews and deliver agent-level insights to leadership
• Train and support phone-facing teams outside of the call center, including RCM and Docs
• Collaborate on onboarding plans, sales training content, and continuous improvement programs
• Act as the point person for call center technology including dialer platforms, IVRs, and reporting tools
• Implement new features and workflows to improve agent efficiency and patient experience
• Reduce operational dependency on engineering or ad hoc support for system changes
• Ensure the call center infrastructure scales effectively with team growth and call volume

Call Center and Inside Sales Manager

Growth Marketing

• Build and execute growth strategies across digital, email, SEO, SEM, social, podcast, and direct channels.
• Leverage AI and automation to personalize campaigns, optimize spend, and accelerate test-and-learn cycles.
• Run funnel optimization experiments from acquisition through retention, applying startup scrappiness with AI-driven scale.
• Collaborate cross-functionally (clinical, product, operations) to forecast growth and align on revenue goals.
• Develop AI-enhanced dashboards and attribution models to improve visibility into CAC, LTV, retention, and conversion.
• Establish scalable processes by combining early-stage agility with AI-powered workflows (predictive lead scoring, automated lifecycle campaigns, etc.).

Growth Marketing Lead

Revenue Operations

• Diagnose funnel gaps, leakage points, and handoff friction and design fixes to lift conversion across stages (lead qualification, insurance verification, SWO retrieval, shipment, resupply)
• Drive AOV improvement through pricing/packaging experiments, upsell opportunities, and optimized member flows
• Partner with leadership to set revenue KPIs and own dashboards, reporting, and insights
• Collaborate with Product and Member Experience to improve post-onboarding retention, resupply rates, and LTV
• Identify high-leverage AI opportunities and pilot/scale AI-enabled workflows to improve speed, reduce cost, and lift win rates
• Act as the internal AI champion to ensure adoption is real and measurable
• Stand up and optimize systems across CRM, funnel stages, and reporting; hack together workflows then operationalize
• Reduce cycle time in core revenue processes (SWO retrieval, payer integration, member onboarding)
• Pressure-test assumptions, analyze tradeoffs, and inform revenue strategy with data; help define and track quarterly revenue + AI OKRs
• Translate strategic priorities into operational execution with documented processes for scale; act as connective tissue across Marketing, Enrollment, and RCM

Revenue Operations Lead

Business Operations

• Diagnose funnel gaps, leakage points, and handoff friction and design fixes to lift conversion across stages (lead qualification, insurance verification, SWO retrieval, shipment, resupply)
• Drive AOV improvement through pricing/packaging experiments, upsell opportunities, and optimized member flows
• Partner with leadership to set revenue KPIs and own dashboards, reporting, and insights
• Collaborate with Product and Member Experience to improve post-onboarding retention, resupply rates, and LTV
• Identify high-leverage AI opportunities and pilot/scale AI-enabled workflows
• Stand up and optimize systems across CRM, funnel stages, and reporting; hack workflows and operationalize proven solutions
• Reduce cycle time in core revenue processes (SWO retrieval, payer integration, member onboarding)
• Pressure-test assumptions, analyze tradeoffs, and inform revenue strategy with data; define and track quarterly revenue + AI OKRs

Inside Sales Lead – Contact Center, Revenue and Systems

Medical Claims Poster – Billing/Collections Specialist

Call Center and Inside Sales Manager

Growth Marketing Lead

Revenue Operations Lead

Business Operations Lead