Client Trainer II – Fixed Ops
Cox Enterprises
Patient Support Operations Manager
Rula
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $136,200 - $152,200 per year
Job Level
Mid-LevelSenior
Tech Stack
SQLTableau
About the role
- Oversee Appointments & Matching patient team to help people find a therapist and manage appointments throughout their care journey
- Manage a large and growing team of support agents and a Tier 3 specialist, focusing on helping new patients get scheduled quickly and easily
- Work closely with teams across Rula to improve patient support, streamlining matching processes and managing first visit scheduling issues
- Build strong systems, help teams thrive, and improve the experience for those seeking mental health care
- Manage cross-functional initiatives and collaborate with partners to implement process improvements
Requirements
- 3+ years of leadership (managing support teams) with 5+ years of experience in Support
- Experience collecting, analyzing, and using survey data to understand and improve CSAT/DSAT
- Experience Project Managing large cross-functional initiatives end to end
- Experience with process mapping, performance metrics, and process optimization
- Experience collaborating successfully with cross-functional partners
- Experience building processes and developing workflows independently
- Experience using data to inform decisions (preferred)
- Specific experience using Zendesk (preferred)
- Google sheets, SQL, or BI tools (Looker, Tableau, etc.) experience (intermediate) (preferred)
- Start-up experience (preferred)
- Experience working with patient populations or in Health Care and with a strong understanding of patient needs (preferred)
- Interest or experience working in Mental Health (preferred)
- Experience with multi-channel support teams (phone, email, chat) (preferred)
- Strong knowledge of CRM systems and tools that enable support teams to be successful (preferred)
