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Wellist is seeking a Director of Directory Call Center Operations who will be responsible for standing up and owning the operations with an outsourced, outbound on-shore call center partner. The Director will be involved in all phases of operations from standing up the team to ongoing operations. This includes people onboarding, training and process improvement in order to establish high quality content, KPIs and metrics; as well as, develop programs that foster partner engagement, service, knowledge, skills, morale and culture.
The role is of crucial importance to Wellist and will initially be responsible for making more than 30,000 calls per month to external vendors, with the expectation that this call volume will grow quickly in the coming 12 to 24 months.
The Director will report into Wellist’s Head of Directory Operations, a member of Wellist’s Operating Committee and plays a major role in sustaining the current business as well as supporting new client launches as the company continues to grow.
The call center is the key contributor to ensuring that Wellist users (i.e. Wellist’s customers) have access to the highest quality services – every call the call center makes could have a direct impact on a patient or employee.
What you will do
Location requirements:
Minimum prior qualifications:
About Wellist
Wellist is a mission-driven digital health company that provides effective consumer navigation at scale. Wellist has historically served patients and care teams at leading health systems (e.g., Yale New Haven Health, HCA) and in 2022 expanded its offerings to support different types of employers. Our employer solution provides an omnichannel benefit front door that increases strategic engagement across the benefits portfolio and meaningfully reduces cost.
Wellist’s outstanding contributions have been recognized by organizations including Fast Company (Most Innovative Companies 2024 – Human Resources), MassTLC (Most Innovative Technology of the Year – Healthcare), Rock Health (Top 50 in Digital Health honoree, Diversity Leadership), American Business Awards (Company of the Year, Silver Stevie – Health Products and Service) and BostInno (50onFire, Health and Medicine winner).
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