Nomi Health was founded in 2019 as a direct healthcare company with a simple yet bold mission: rebuild the healthcare system so it is accessible and affordable for everyone. We are rebuilding the healthcare system by cutting costs, confusion, and complexity through direct contracts and payment with providers, deep data dives, and convenient patient care.
We are seeking a Head of the Service Center to join our team. You will assume leadership over the Nomi Health service center which upholds HIPAA and PHI industry standards and best practices. The existing service center is comprised of an internal team of individuals and an offshore team, both with clinical expertise. Your expertise in service center is needed to review the team’s existing structure, assess the current needs of Nomi Health, and to design a strategy that optimizes the team productivity.
You will also be required to rapidly scale the team accordingly as the business takes on new projects and clients, as well as right-size the team in periods of stabilization. The position is responsible for the daily management of the team receiving inbounds from phone, email, and chat, as well as delivering outbounds for patient engagement, follow-ups, and scheduling. You will design the processes by which the team seamlessly and professionally handle interactions with Nomi clients.
How you will make an impact
Drive the overall patient engagement service center strategy, including staffing, tools and processes ensuring best-in-class patient and account satisfaction
Stand-up high impact programs and projects involving the implementation, and ongoing improvement of critical customer care processes and systems
Create and monitor OKRs that drive quality output for the service center team
Ensure productivity goals for the team are clearly understood, monitored, and achieved
Prepares monthly reports summarizing the assigned service center teams’ performance
Maintain customer satisfaction and internal quality levels at, or above, stated objectives and appropriately communicate to the team and management
Effectively manage internal business unit partners, establish SLAs, and maintain open lines of feedback when delivering interactions for their areas of the business
Ensure that the group manages a quality end-to-end process from ticket submission through resolution while meeting the service expectations of the customers and the organization
Identify trends in incoming customer requests with a focus on identifying root analysis, remediation, or interim solutions
Become an expert in Nomi Health programs to ensure the appropriate service center routing, resolution processes, and customer service
Manage related vendor and program partners on the launch and on-going administration of opportunities requiring service center support
Travel on an as-needed basis to meet with business owners requiring support of the contact center
What we are looking for
8-10 years of proven experience in a high-volume customer care organization (healthcare preferred)
History of rapidly scaling contact centers to support on-boarding of new clients or projects
Experienced using offshore and nearshore resources
Use of AI technology to enhance service center efficiencies is an asset
Demonstrated experience in creating and implementing new processes and procedures necessary to maintain high levels of customer satisfaction and customer retention
Solid knowledge of support processes and the ability to identify and drive changes in productivity and scalability
Superior customer facing skills
Excellent analytic skills and knowledge of reporting tools effectively presenting actionable insights at various levels throughout the organization
Strong technology skills with the ability to identify and scope creative solutions to help increase both customer satisfaction and sales
Excellent communication, presentation, and negotiation skills
Nomi’s journey is just starting in delivering disruptive healthcare solutions, in partnership with like-minded employers, public sector organizations, advisors (brokers/consultants), and payers/TPAs. We are dedicated to our mission to remove healthcare hurdles and rebuild healthcare the way it should have always been: for everyone.
The system must change, and we’re the ones to do it. Join us on the journey.