Sollis Health

Call Center Representative

• 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.
• 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.

Manager, Contact Center and Systems Operations

Receptionist

• Answer incoming patient calls, text messages, patient portal communications and emails within departmental goals and SLAs and provide accurate responses.
• Handle tasks within Sollis’ task management system, Navigator, in a timely and efficient manner, completing each task thoroughly.
• Understand regional nuances such as clinic hours, on-site services etc., to better assist members and direct requests to appropriate team members.
• Book appointments based on the patient’s desired time and location accommodating their requests based on company policy
• Keep up to date with Sollis marketing promotions, offerings, changes etc, to enhance the member experience.
• Act as a cross-functional liaison between departments including but not limited to, Care Navigation, Operations, Medical, Revenue and Billing.
• Screen patients to obtain demographic and appointment information and input it into our CRM and our EHR.
• Maintain a professional, positive, and poised attitude when interacting with members.
• Ensure that all policies and procedures are closely followed to provide a high-quality patient experience
• Performs related duties as required

Manager, Contact Center and Systems Operations

Concierge Receptionist