About Scene HealthScene’s 360° model of care enhances the gold standard of medication adherence, Directly Observed Therapy. Combining personalized video coaching, education, and motivational content, we bring healthcare professionals, patients, and their families together to solve the $500B medication non-adherence problem. Our mobile app allows patients to connect with a care team of pharmacists, nurses, and health coaches through daily video check-ins, anytime and anywhere. We make it fun for patients to stay on top of their medications, help them address medication challenges, and empower them to improve their health by addressing barriers to adherence related to social determinants of health.
Operations ManagerDepartment:Patient SolutionsReports To:VP of OperationsPreferred Shift:12 pm - 8 pm (EST), rotating Saturday shifts as neededAbout the RoleScene Health is formalizing a new Operations Manager role to own the performance and compliance of our daily operations, including operational logistical planning, workflow management, and improving the efficiency and quality of our work across our telephony system and proprietary software. This role sits at the intersection of functional administration of the call center system, workforce management, and quality assurance — ensuring our Activation, Pharmacy, and Clinical Operations teams have the tools, training, and processes to reach patients efficiently and compliantly.The ideal candidate has hands-on experience administering TalkDesk (or a comparable contact center platform), is comfortable owning metrics and reporting, and can translate operational pain points into system-level solutions. Additionally, this role requires direct interaction with frontline team members to deliver metrics, feedback, and information to them for performance management.What You'll DoTechnology Operations & Functional UseServe as day-to-day lead for TalkDesk operational use, including user/permission setup, troubleshooting, issue escalation, reporting, and campaign managementLead process improvement projects within TalkDesk to enhance Activation, Pharmacy, and Clinical Operations performance for inbound, outbound, and warm-transfer callingIdentify and implement automation opportunities for QA scoring, call disposition, phone number testing, and reporting workflows within TalkDesk and other operational systemsCollaborate with Patient Solutions, Product, and Engineering teams to translate operational needs into technical requirements and delivery timelines; work with the tech team to review builds and configurationsSet up and monitor new client campaigns and outreach effortsDevelop and maintain outreach/call lists, improve reach rate for our outbound services, and drive automation improvements in list-building across all Patient Solutions departmentsLead pre-launch configuration of internal telephonic systems and workflows and provide hands-on post-launch support, including outreach list creation and documentation of client-specific processesOperational Performance & Quality AssuranceOwn and report on core operational KPIs, including:99.5% uptime of the call center platform and call listsReach rateAverage Handle Time (AHT)Calls per AgentSchedule AdherenceOccupancy rateQA/compliance score, weighted for HIPAA and TCPA adherenceCSAT for the call center functionCall disposition accuracyProductivity on core operational metricsConduct call and video engagement QA and document feedback; collate findings into continuous improvement initiatives for training, onboarding, campaign setup, and system readinessImplement QA processes and performance tracking to monitor platform efficiency and user/patient experienceBuild and maintain reporting on call center usage and metrics for Patient Solutions leadershipWorkforce & Campaign ManagementManage call center headcount planning and campaign schedulingSupport workforce planning and outreach allocation based on volume forecasting and campaign metricsSupport performance tracking and management across Patient Solutions teams, including setting up data analyses and automated reporting systems.Training & EnablementDevelop and deliver training on technical systems, computer configuration, and call disposition processes for frontline and calling teamsDesign and deliver user training sessions for new technology rollouts and system enhancementsDocument client-specific processes and departmental workflows to support scalability and regulatory complianceConduct shadowing sessions and leverage analytical processes/tools to understand areas for improvement and ensure best useVendor Management & Process ImprovementContribute to vendor relationships and software optimization for TalkDesk and related calling infrastructure; schedule and lead vendor meetings as neededSupport the design and standardization of departmental processes and documentation to ensure scalability and regulatory complianceServe as an escalation point for complex call center issues, coordinating with cross-functional teams as neededWhat You'll BringExperience administering a contact center platform (TalkDesk strongly preferred; comparable platforms considered)Demonstrated ownership of call center KPIs (AHT, occupancy, reach rate, QA scoring) in a prior roleFamiliarity with HIPAA and TCPA compliance requirements in a call/contact center contextExperience building or improving QA and disposition workflows, including automation and efficiency effortsStrong cross-functional collaboration skills — comfortable translating operational needs into technical requirements alongside Product and EngineeringExperience with workforce planning, campaign scheduling, and volume forecastingComfort building training materials and leading internal enablement sessions for technical systemsPrior healthcare, health tech, or regulated-industry experience preferredProficient in verbal and written communication in SpanishCompensation and benefitsMedical, dental and vision insuranceShort Term Disability401(k) retirement planPaid vacation leavePaid sick leavePaid holidaysProfessional developmentEmployee Assistance ProgramFully remote workWe are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas at this time.We carefully hire the best talent we can find, which means actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We believe in reflecting the diversity of our customers and their patients in our team. We strive to build an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions. Scene is proud to be an equal-opportunity workplace. We are committed to equal opportunity regardless of race, color, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental ability, legally protected medical condition, family care status, military or veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by local, state, or federal laws.
About Scene Health
