AbleTo

  • Call Center Operations Analyst

    Job Locations US-NY-New York
    Posted Date 1 month ago(04/12/2018 12:09 PM)
    ID
    2018-1837
    # of Openings
    1
    Category
    Operations-Engagement Center
  • Overview

    AbleTo, Inc. is a market leader in providing technology-enabled behavioral health care. AbleTo has been treating patients for over six years, and improves patient outcomes and lowers costs by providing treatment that integrates behavioral and medical health care. AbleTo's structured therapy programs strengthen medical recovery and self-care among members with chronic or complex clinical needs. AbleTo analytics, coupled with our multi-channel engagement platform, identify and engage members with unmet, often undiagnosed, behavioral health needs. A proprietary platform connects individuals and their care teams with AbleTo licensed providers who deliver weekly sessions by phone or video supported by an integrated digital experience. AbleTo programs are clinically proven to improve both behavioral health and medical outcomes while lowering overall spending for higher-cost, higher-risk members. AbleTo's investors include .406 Ventures, Sandbox Industries, HLM Venture Partners, Horizon Healthcare Services, Inc., Bain Capital Ventures, and Aetna Ventures.

    Responsibilities

    The Engagement Center  (outbound call center) conducts outreach to prospective program participants, explains program benefits and services and enrolls participants into AbleTo’s programs. This role will be dedicated to managing the development, execution and project management of all Programs involving the Engagement Center maximizing the number of enrollments while working with the Quality Team in ensuring all interactions with prospective participants are of the highest quality. The Engagement Center Operations Analyst works closely under the management of the Senior Manager and together with the Data Science Team, Client Team and  Engagement Center vendors. The Operations Analyst works with the team to execute and prioritize initiatives that best position for achievement against key goals and KPIs. This roles requires an individual with a very well rounded skill set including strong analytical skills, excellent project management skills, can truly thrive in a fast paced environment, good at juggling and multi-tasking and prioritization.  

     

    Core Responsibilities:

    • Support all initiatives and take on activities with increasingly level of responsibility under the direction of the Program Management team leader
    • Assist with Engagement Center  (EC) staffing, productivity and performance management through reporting initiatives, ad hoc projects and overall support
    • Own dialer administration and support by managing the dialer throughout the day to maximize results, team performance and ensure compliance. Additionally, support creation of new accounts for staff and coordinate any efforts related to dialing with other departments
    • Develop and refine new and existing tools and reports to improve the success of the EC and support new projects and initiatives
    • Act as the operations liaison from the EC to other departments within the organization
    • Support and project manage new client onboarding and existing client new initiatives including coordinating efforts with the Salesforce application as well as the engineering team
    • Accessible for daily technology troubleshooting for the engagement center which will include collaboration with our Salesforce manager and the Engineering team
    • Coordinate and execute documentation of all EC Operations processes and procedures
    • Make recommendations for the EC to improve efficiency, productivity and relevant KPIs
    • Other projects as assigned

    Qualifications

    Experience, competencies and skills:

    • Minimum three to five years in marketing, data analysis, consumer acquisition, direct marketing or general management experience  
    • Call center experience a plus but not required
    • Health care experience a bonus, not required
    • Bachelor degree required
    • Personal ownership of assignments and responsibilities
    • Lead, initiate and manage projects and meet deadlines
    • Ability to plan, execute, measure results and drive improvement on a continuing basis
    • Resilience and ability to persevere and complete initiatives even in the face of adversity
    • Discipline and organization and patience to manage competing priorities
    • High levels of energy and positive ambition
    • Excellent analytical skills
    • Strong team player and communicator who works well cross-functionally


    AbleTo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. AbleTo is an E-Verify company.