Service Center Manager – Full Time

Circle Medical is a Y Combinator and Real Ventures-backed startup affiliated with UCSF, one of the top 10 US hospitals according to US News and World Report. We are reimagining primary care from the ground up, combining technology and artificial intelligence with some of the nation’s best physicians to deliver a better experience that scales faster and more efficiently than ever before. We are seeking a full-time Service Center Manager to support our patient care support operations out of our beautiful newly acquired Mile End office in Montreal, Quebec.

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WHAT YOU’LL BE RESPONSIBLE FOR*

Reporting to the VP, Operations & People, you will manage and lead the Patient Care Support Center, act as a subject matter expert, and provide guidance on service center functions and departmental operations. You will also provide management oversight related to the delivery of our delightful patient experience. You will manage, supervise, mentor, and train the patient care coordinators.

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ABOUT THE TEAM*

The Patient Care Support team is a dedicated, mission-driven group of individuals who support our providers and help our US-based patients navigate the complex healthcare system, as well as contribute to the growth of our company and product. You will initially work full-time, on-site at our n

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THE IDEAL CANDIDATE*

• You are a passionate, mission-driven, and skilled leader with direct service center experience.
• You have strength in improving the customer experience, developing solutions for operational issues, evaluating competing priorities while staying aligned with organizational goals and strategies.
• You are technically savvy with a solid understanding of support center technology and metrics, and their impact on patient accessibility and net promoter scores.
• You are flexible and thrive in a fast-paced environment. You lead with inspiration and resilience, encouraging growth and confidence in your team.
• You exhibit strength in cultural competency with the ability to connect with our patient population.

*WHAT YOU’LL NEED TO BE SUCCESSFUL
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Knowledge of:

• Principles and practices of customer experience in a support center environment
• Principles and practices of supervision and training
• IVR, chat bot, live chat and SMS, including automated call distribution, interactive voice response and call processing
• Skills-based call/chat routing and the methods and techniques associated with the development of call center reporting
• Support center metrics and their impact on member accessibility and employee satisfaction
• Principles and practices of health care

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Ability to: *

• Train, mentor, supervise, and evaluate the work of the team, promote an atmosphere of teamwork and transparency, and motivate the team to achieve goals and objectives
• Organize and prioritize the work of others, delegate effectively, and follow up on work assignments
• Act as a technical resource and explain complex laws, regulations, processes, and programs related to the area of responsibility
• Provide leadership, facilitate team meetings, regular check-ins and guide employees in the resolution of issues
• Foster effective and collaborative working relationships, influence others and build consensus with individuals at all levels in the organization

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Experience: *

• Minimum of three years of progressively responsible experience in tech, health tech, startup, or hospitality environments, which included at least 1 year of experience performing supervision or people management of customer experience functions.

Nice to have:

Prior experience with a tech startup environment. Desire to learn and become a subject matter expert on healthcare within a tech-forward primary care setting.

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Compensation: *
This is a full-time, salaried position with an annual salary is $90,000 CAD plus stock options and robust benefits.
International applicants welcome, we are willing to relocate

Job Type: Full-time

Pay: $90,000.00 per year