Porter

Call Center Representative

• Deliver new-hire onboarding and role-specific training covering systems, workflows, compliance requirements, and customer service expectations
• Facilitate ongoing development sessions, upskilling workshops, and targeted coaching for both new and existing team members
• Monitor agent performance, identify knowledge or skill gaps, and provide supplemental or remedial training as needed
• Collaborate with management and training contributors to develop, refine, and update training materials, guides, scripts, and SOPs
• Conduct role-playing exercises, mock calls, and scenario-based learning to support skill development and real-world readiness
• Gather feedback from agents and supervisors to identify training needs and recommend improvements to training content or delivery
• Maintain organized training documentation, including materials, attendance records, and performance-related coaching notes

Call Center Trainer

Operations

• Lead the development, implementation, and continuous improvement of care coordination capabilities to ensure optimal member engagement, outcomes, and client satisfaction.
• Oversee the Care Guide Team, fostering a culture of accountability, collaboration, and excellence in supporting members through the care continuum.
• Ensure seamless integration and alignment of all Porter Care Coordination programs with organizational priorities and regulatory requirements.
• Develop and execute data-driven performance metrics and operational KPIs to monitor effectiveness and drive results.
• Collaborate cross-functionally with clinical leaders, provider partners, and operational teams to ensure care delivery meets the highest standards of quality and efficiency.
• Stay current on regulatory changes, industry best practices, and innovative models of care to drive continuous improvement and innovation.
• Provide leadership, mentorship, and development opportunities for care coordination staff to enhance capabilities and engagement.
• Serve as a key partner to client stakeholders, ensuring that all services meet or exceed client expectations and contractual obligations.

Senior Director, Care Coordination Operations

• Oversee daily and hourly call center operations to ensure performance metrics and KPIs are consistently met.
• Drive team and individual productivity, ensuring schedulers and call center agents are executing efficiently and effectively.
• Actively monitor performance throughout the day—identifying issues, escalating when needed, and pivoting priorities as business needs evolve.
• Address productivity and performance gaps immediately, providing coaching, corrective action, or escalation as appropriate (“fix or fire fast”).
• Foster accountability and results orientation, creating a high-performance culture focused on speed, precision, and execution.
• Collaborate with leadership to implement process improvements, optimize workflows, and ensure operational excellence.

Senior Team Lead, Call Center – Healthcare

Vice President

• Lead cross-functional product development teams across engineering, design, and product management.
• Define and execute product strategies for SaaS, embedded software, APIs, and white label solutions.
• Oversee full product lifecycle from ideation to deployment and monetization.
• Collaborate with stakeholders to align product vision with business goals and customer needs.
• Drive adoption and monetization strategies including subscription, usage-based, OEM, and licensing models.
• Ensure high-quality delivery of web, mobile, and AI-powered applications
• Champion agile methodologies, DevOps practices, and continuous integration/deployment.
• Manage vendor relationships and third-party integrations, especially within AWS ecosystem.
• Foster a culture of innovation, accountability, and technical excellence.

VP Product Development

Full-stack Engineer

• Write clean, efficient, and maintainable code.
• Debug application code and troubleshoot interface software.
• Develop and maintain architectures that support the modularization of applications, scalability, performance, and security of applications and application interfaces.
• Develop, Test, and Deployment of code.
• Document application changes and contributes to updates.
• Collaborate with cross-functional teams to deliver end-to-end solutions.
• Ensure seamless integration between front-end and back-end components.
• Utilize AWS Managed Services effectively.

Full Stack Engineer

Salesforce Developer

• Design, develop, and maintain customized solutions within the Salesforce platform using APEX, Visualforce, and Lightning Components.
• Lead the implementation and optimization of Service Cloud and Service Cloud Voice to enhance operations.
• Customize and configure Agentforce to streamline agent workflows and improve productivity.
• Collaborate with cross-functional teams to gather requirements, define technical specifications, and deliver high-quality solutions.
• Ensure data integrity, security, and compliance across all Salesforce applications.
• Provide technical leadership, mentorship, and code reviews for junior developers.
• Stay current with Salesforce releases, features, and best practices

Salesforce Engineer

Security Engineer

• Develop and execute the organization’s security and compliance strategy, ensuring alignment with business objectives and regulatory requirements.
• Lead the implementation of zero-trust security principles across all platforms and environments.
• Oversee security governance for cloud platforms (AWS, Azure), SaaS applications (Salesforce, Microsoft 365), and EHR systems.
• Establish and maintain enterprise-wide security policies, standards, and procedures.
• Collaborate with DevOps, IT, and engineering teams to embed security into the software development lifecycle (SDLC) and infrastructure.
• Ensure compliance with HIPAA, SOC 2, ISO 27001, and other relevant frameworks.
• Lead risk assessments, vulnerability management, and incident response efforts.
• Manage relationships with external auditors, regulators, and security vendors.
• Build and lead a high-performing security and compliance team.
• Provide regular reporting to executive leadership and the board on security posture, risks, and compliance status.

VP, Security and Compliance

Manager

• Supervise and support a team of Practice Coordinators, providing training, performance feedback, and ongoing professional development.
• Oversee all pre-visit processes, including chart preparation, documentation review, and patient outreach for appointment confirmations.
• Ensure accurate and timely coordination of daily check-ins, including completion of comprehensive health risk assessments by the team.
• Monitor and optimize Nurse Practitioner (NP) scheduling, ensuring full utilization and maximizing completed assessments.
• Oversee routing and completion of all medical records, maintaining accuracy and compliance with standards.
• Ensure NPs are equipped with all necessary supplies and diagnostic tools to complete assessments successfully.
• Own the rescheduling workflow, ensuring prompt member follow-up and minimal disruption to care delivery.
• Track and analyze key performance indicators (KPIs) related to scheduling efficiency, member engagement, and completed assessments.
• Collaborate cross-functionally with clinical and operational leaders to continuously improve processes and outcomes.

Provider Coordinator – Team Manager

• Supervise and mentor Care Guide Team
• Create High-performance team culture and drive team to achieve all KPI’s
• Manage schedules, caseloads, performance monitoring, and evaluations.
• Foster a culture of accountability, innovation, and collaboration
• Provide training on workflows/policies, member engagement and communication strategies
• Ensure compliance with regulatory requirements.
• Monitor and improve care coordination of workflows and outcomes.
• Lead your team through implementation of new programs and initiatives.
• Provide onboarding /ongoing training for your team of Care Guides
• Conduct audits and reviews to ensure adherence to internal policies/procedures and policies outlined by our external partners.
• Maintain documentation and reporting standards
• Identify and act on opportunities for process improvement.

Care Coordination Team Manager

• Own and direct all call center functions, including inbound, outbound, voicemail, and IVR operations, ensuring efficiency, compliance, and superior customer experience.
• Manage and optimize relationships with external call center partners, ensuring SLA adherence, cost-effectiveness, and seamless integration with internal teams.
• Develop, implement, and monitor KPIs, workforce management practices, and process improvements to achieve performance targets and service delivery goals.
• Leverage reporting, analytics, and dashboards to drive decision-making, improve conversion rates, reduce handle time, and enhance member/client outcomes.
• Partner with technology teams to maximize the use of telephony, CRM, IVR, and workforce management platforms to streamline operations and improve scalability.
• Recruit, develop, and mentor call center leaders and frontline teams, fostering a culture of accountability, performance, and continuous improvement.
• Champion a member-first approach, ensuring every interaction meets quality standards, compliance requirements, and aligns with the company’s mission.
• Collaborate with Sales, Clinical Operations, Product, Marketing, and IT teams to align call center strategy and cadence with business priorities and growth initiatives.

Call Center Director

Analyst

• Evaluate effectiveness and quality of member interactions across telephonic, digital, and in-home channels
• Monitor and analyze member interactions (call recordings, digital engagement, visit outcomes, and survey data) to assess quality, consistency, and effectiveness
• Compile member satisfaction survey results, analyze themes, and produce client-facing reports highlighting engagement effectiveness and improvement opportunities
• Document, categorize, and track member concerns and complaints; prepare reports with root cause analysis and recommended resolutions
• Define, track, and report KPIs related to member engagement, including connection rates, satisfaction scores, and resolution turnaround times
• Partner with Member Engagement, Client Success, and Operations teams to recommend and implement enhancements to outreach approaches, scripts, and workflows
• Coordinate routing of member referrals and flagged issues to correct stakeholders, ensuring compliance with client and regulatory policies
• Prepare regular analytic summaries highlighting systemic trends, training opportunities, and member experience risk factors
• Support cross-functional initiatives to optimize the member journey and align operational execution with member expectations

Member Experience Analyst

Director

• Lead strategy, design, and operational execution of a national NP and LPN provider network for in-home and virtual health assessments.
• Develop network strategies to align capacity with member demand while maintaining availability, timeliness, and regional coverage.
• Drive provider engagement, satisfaction, onboarding, retention, and high utilization through scheduling and demand forecasting.
• Lead and manage Practice Coordinators and Managers to support assigned providers and standardize workflows.
• Ensure clinical and operational compliance with internal policies, regulatory requirements, payer commitments, and state licensure.
• Monitor KPIs (availability, completion rates, quality metrics, member satisfaction) and establish reporting dashboards.
• Own end-to-end credentialing and oversee clinical coding to ensure accuracy and compliance with risk adjustment and quality programs.
• Lead, develop, and mentor network operations managers, credentialing specialists, and coding professionals and represent network at the executive level.