Cadence · 13 hours ago
Director, Patient Success & Contact Center Operations
United States
Full-time
Remote
Director/Executive
$170K/yr - $180K/yr
10+ years expCadence is a healthcare technology company focused on delivering proactive care to seniors. The Patient Success Director will lead a multidisciplinary customer service organization, develop a comprehensive customer service strategy, and oversee call center operations to enhance patient engagement and satisfaction.
Health CareMedical
Responsibilities
Provide day-to-day operational leadership to a multidisciplinary customer service organization, ensuring efficient execution of all service activities and consistently high performance
Develop and execute a comprehensive customer service strategy that delivers a world-class, AI-enabled experience for patients and clients
Define, optimize, and scale call center operations, including capacity planning, workforce utilization, performance management, and team efficiency
Oversee the implementation, optimization, and ongoing management of key systems and tools, including CRM, ticketing platforms, and workforce management solutions
Drive continuous improvement by applying industry best practices, data-driven insights, and emerging technologies in call center operations and patient engagement
Design and implement employee engagement and development strategies that enhance performance, satisfaction, and retention, while fostering a culture of continuous learning and accountability
Qualification
Required
10+ years of experience in customer service, contact center, or operations leadership, with at least 5 years in a senior leadership role
Proven experience leading large-scale, multi-channel customer service or call center operations, preferably in healthcare or health tech
Prior experience developing a BPO strategy and overseeing vendor management for a customer service center
High level of accountability, attention to detail, and commitment to delivering results
Experience driving change management initiatives and leading teams through growth and transformation
Excellent analytical, communication, and stakeholder management skills, with the ability to influence at the executive level
Benefits
Medical, dental, and vision insurance
Competitive PTO
401K and 401K match
National and local discounts powered by TriNet
Onboarding stipend for remote equipment and home office setup
Paid Parental Leave
Charitable Donation Match program
Company
Cadence
Cadence is the support system for health systems, clinicians and patients, bringing effortless care into people’s homes.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$141MKey Investors
CoatueGeneral Catalyst,Thrive Capital
2021-12-14Series B· $100M
2021-08-05Series A· $41M
Leadership Team
Christopher Altchek
Founder & CEO
Eric Hauser
CTO
Recent News
K5 Global
2024-06-03
Company data provided by crunchbase