Director Patient Outreach - Call Center Operations - ...

Director Patient Outreach - Call Center Operations - Hybrid/Los Angeles, CAAbout Brook IncBrook Health is a digital health company. Brook offers a set of products and services extending health-care-management beyond the walls of doctors' offices and into people's homes and their day-to-day lives. Brook provides people who are living with chronic conditions a highly personalized high-touch support via a smartphone app offering AI tools, data collection through connected devices, and real-time access to health coaches to make smart, daily decisions and to build healthy habits to achieve their long-term health goals. Brook also offers a CDC-approved preventative program for people who are at high risk for diabetes. For primary care providers, Brook offers SaaS tools for continuous remote monitoring, providing insights into their patient's health needs, enabling a new model of care, and early preventative interventions with our own care delivery team resulting in better health outcomes.Job OverviewWe are looking for a Director Patient Outreach - Call Center Operations to build and scale our phone-based patient acquisition engine. This role is critical to accelerating Brook's expansion in the rapidly growing RPM market. You'll work closely with our VP of Marketing & Growth, build a dedicated team of in-house callers in our Los Angeles office, and effectively leverage outsourced and AI-driven calling solutions to enroll new members into Brook's programs.If you're a strategic thinker with a passion for data-driven acquisition, team leadership, and operational excellence, we want to meet you!This is an opportunity to shape the future of remote care in a fast-growing digital health company. This role reports to the Vice President Marketing and Growth.Key ResponsibilitiesDevelop and execute a comprehensive call channel strategy that maximizes patient enrollment.Define KPIs (e.g., conversion rates, contact rates, talk time, etc.) and use data to inform tactics, refine scripts, and guide resource allocation (in-house, outsourced, AI).Collaborate closely with Marketing, Product, and Clinic Operations to ensure call center efforts integrate seamlessly into the broader patient journey.Recruit, hire, and train a high-performing 'tiger team' of in-house callers in our Los Angeles office, with a singular focus on patient acquisition and activation.Oversee and grow outsourced call teams and remote in-house callers, ensuring consistent performance and quality across all calling operations.Create a performance-driven culture of continuous learning, coaching, and accountability"”fostering excellence in every interaction.Establish clear SOPs and playbooks for scripting, workflows, compliance guidelines, and performance metrics.Continuously iterate on call scripts, call flows, and objection-handling techniques based on A/B testing and call recordings.Integrate AI-driven call solutions to handle lower-probability leads, maximizing efficiency and ROI.Set and track KPIs to monitor performance and drive continuous improvement.Create dashboards and reports that provide actionable insights, enabling rapid iteration.Present performance updates and recommendations to senior leadership on a regular basis.Ensure strict adherence to HIPAA and other healthcare regulations throughout all call center operations.Uphold Brook's patient-first ethos in all scripts, ensuring that every conversation is empathetic, respectful, and informative.Minimum Qualifications7+ years experience in call center operations, inside sales, or contact center leadership with a proven track record of driving growth.Demonstrated success in building and scaling high-performance remote calling teams; experience in healthcare or a regulated environment is a plus, but not required.Deep understanding of call channel metrics and the ability to leverage data for continuous improvement.Experience working with external vendors, including negotiating contracts and managing vendors to their SLAs.Hands-on experience with CRM systems, dialer technology, and call center software; bonus points for experience with AI-driven calling solutions.Highly analytical: skilled at interpreting metrics and iterating based on data.Strong leadership and team management skills: able to coach, motivate, and develop talent while driving accountability.Outstanding communication skills: able to convey complex strategies in clear, actionable terms to frontline teams and executives alike.No specific degree required. We're looking for a proven track record of success and a genuine passion for driving patient growth with grit and operational excellence.Why Brook?High-Impact Role: Own a core growth channel in a sector of healthtech experiencing rapid growth.Mission-Driven: Join a company that's improving patient outcomes and transforming the way healthcare is delivered.Fast-Growing Environment: Thrive in a dynamic, scale-up atmosphere where you'll have the autonomy to create meaningful change and implement new ideas from day one.Cutting-Edge Tech: Work with innovative tools and have the freedom to introduce new solutions, including AI-driven approaches.Collaborative Culture: Partner with passionate teams in Marketing, Product, and Clinic Ops to drive measurable results.Working at BrookFast-paced environment - Brook operates in two of the fastest changing industries in America - Healthcare and Technology. We move quickly to design tools and protocols based on customer and industry feedback. Thriving in an environment of change and continuous improvement is a core competency for all members of our team.Dynamic roles - We are a small and tight-knit team enthusiastically tackling difficult problems in an entrenched industry. All team members are expected to contribute to company protocols, provide product feedback and to generally think critically about our processes and care model.High expectations - We have big goals for the future. We expect dedication and positive collaboration from all our team to achieve them.This position is not eligible for relocation or visa sponsorship. Candidates must live within a commuting distance from the office. This is a hybrid role, 3 days per week onsite, and 2 days remote.Brook Inc is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. Brook does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, marital status, age, non-disqualifying physical or mental disability, national origin or ethnic origin, military service status, citizenship or any other protected characteristic covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.The pay range for this role is: 150,000 - 170,000 USD per year (Los Angeles Location for Job Posting)#J-18808-Ljbffr

Created: 2025-02-20