Ennoble Care · 1 day ago
Communications and CRM Manager
Arlington, VA
Full-time
Hybrid
Mid Level
$85K/yr - $95K/yr
3+ years expEnnoble Care is a mobile primary care, palliative care, and hospice service provider. They are seeking a Communications & CRM Manager to optimize their communications platforms and CRM systems, ensuring high-performance intake and call center operations across multiple states.
Health CareMental Health
Responsibilities
Manage user setup, extensions, and permissions
Configure and optimize call routing, queues, and IVR structures to maximize answer rates
Administer Dialpad WFM (Workforce Management) settings
Troubleshoot call quality issues, agent status problems, and routing errors
Monitor real-time and historical performance dashboards
Coordinate with Dialpad support for escalations and feature rollouts
Manage user accounts, permissions, and module access
Build and maintain workflows, automations, and business rules
Optimize CRM processes to support intake conversion and follow-up
Test and troubleshoot workflow issues
Maintain integrations between Dialpad, Zoho, CallRail, and other systems
Administer CallRail (tracking numbers, routing, attribution)
Administer Emitrr (SMS, user setup, templates)
Support other no-code/low-code tools (Scribe, Keragon) as needed
Troubleshoot integration failures and coordinate fixes
Track and report on KPIs weekly to leadership
Identify trends and proactively address issues before they impact metrics
Conduct root cause analysis when performance dips
Support Operations Analyst with data extraction for deeper analysis
Respond to and resolve helpdesk tickets related to supported platforms
Serve as Tier 2/3 escalation point for complex Dialpad and Zoho issues
Partner with vendors to resolve technical challenges
Create and maintain system documentation and SOPs
Develop training resources to improve adoption and reduce errors
Conduct end-user training for new hires and existing staff
Qualification
Required
3+ years of experience managing contact center or communications platforms
2+ years of hands-on Dialpad administration experience, including call routing, queues, and WFM
Experience being accountable for operational KPIs (answer rate, abandon rate, NPS, etc.)
Experience administering CRM platforms (Zoho, Salesforce, or similar)
Hands-on experience with no-code/low-code platforms and integrations
Strong analytical skills—able to interpret data and identify root causes
Excellent communication skills with ability to present metrics to leadership
Ability to work on-site in Arlington, VA
Preferred
Experience in healthcare intake, call center, or patient access operations
Familiarity with HIPAA and data security best practices
Experience with CallRail, Emitrr, or similar marketing/communications tools
Background in contact center operations (not just IT administration)
Experience with leveraging AI-based technologies to improve workflows
Benefits
Medical, Dental, Vision and supplementary benefits such as Life Insurance, Short Term and Long Term Disability, Flexible Spending Accounts for Medical and Dependent Care, Accident, Critical Illness, and Hospital Indemnity
Paid Time Off
Paid Office Holidays
Paid Sick Time
401(k) with up to 3% company match
Referral Program
Payactiv: pay-on-demand — cash out earned money when and where you need it!
Company
Ennoble Care
Ennoble Care provides hospice, palliative, homebound, community, healthcare, mental health, and aging in place.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Kush Das
CEO
Molly Kreider Viscardi
Chief Operating Officer
Company data provided by crunchbase