Scan.com Corporation
Overview
Scan.com is a digital health scale-up making diagnostics accessible, fast, and transparent. Our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day. We operate with a portfolio of brands tailored to patients and providers, backed by a world-class customer operations team. Our B2C marketplace simplifies booking a scan, and our B2B platforms provide live scheduling at the point of care while leveraging AI to ease workflows for physicians, attorneys, and providers. We’re looking for a Patient Operations Manager who will oversee the day-to-day operations of the Scan.com customer service/operations team (Schedulers and Operations Leads), ensuring efficient workflows and aligning operational goals with customer satisfaction objectives. This role oversees scheduler and customer service performance, manages patient scheduling, and optimizes the workflow between customer service agents, imaging centers, and market managers. The Customer Operations Manager will focus on achieving service-level targets, resolving escalated customer issues, and implementing process improvements to enhance operational efficiency and customer experience in their assigned market. This role will be based in Atlanta. Responsibilities
Team Management: Oversee the daily activities of scheduling agents, ensuring they meet operational and performance goals
Monitor scheduling performance, provide feedback, and conduct regular coaching to ensure consistent service delivery
Manage workforce scheduling to ensure adequate coverage during peak periods for both inbound and outbound calls, texts, and emails
Foster a positive, collaborative team environment, encouraging open communication and continuous learning
Process Optimization: Analyze existing customer service workflows and identify opportunities to streamline processes and improve efficiency
Work closely with cross-functional teams (scheduling and operations) to ensure seamless coordination between patient demand and imaging center capacity
Implement automation tools and best practices to enhance productivity, reduce errors, and ensure a smooth patient journey from initial contact to appointment scheduling
Customer Experience Management: Act as the escalation point for complex or unresolved customer and sales issues, ensuring timely and satisfactory resolutions
Track key performance metrics (referral-to-scheduling time, reschedule rate, order error rate, canceled orders, CSAT, first-contact resolution) to ensure high-quality service delivery
Collaborate with the quality assurance team to identify areas for improvement and develop strategies to enhance customer interactions
Operational Reporting: Generate and analyze daily, weekly, and monthly reports on call volumes, agent performance, backlog status, and other key operational metrics
Provide insights and recommendations to senior leadership on operational improvements and resource allocation based on data trends
Capacity and Resource Planning: Ensure that patient demand aligns with the operational capacity of imaging centers, adjusting workflows as needed to avoid delays in scheduling
Coordinate with imaging centers to resolve capacity constraints and ensure timely service for all patient referrals
Technology and System Utilization: Ensure the team is fully trained on CRM, scheduling, and other communication/collaboration tools, leveraging technology to optimize service delivery
Work with IT and systems teams to implement new tools or updates that enhance customer operations’ productivity
Compliance and Risk Management: Ensure that all customer service processes comply with company policies, HIPAA, and relevant regulations, particularly regarding data privacy and healthcare
Proactively identify potential risks in customer operations and develop mitigation strategies
Qualifications
Demonstrated experience in customer operations, contact center management, or healthcare administration
Proven experience managing a team of agents in a high-volume environment
Strong understanding of customer service tools, software systems, and radiology scheduling software
Excellent leadership and team management skills with the ability to coach, mentor, and develop high-performing teams
Strong analytical and problem-solving skills with a data-driven approach to decision-making
Outstanding communication and interpersonal skills, with the ability to handle escalations and build relationships with internal and external stakeholders
Process-oriented mindset with a focus on continuous improvement and operational efficiency
Ability to manage multiple priorities in a fast-paced environment and adjust strategies as needed to meet business goals
Interview Process
We keep our interview process concise and fast. Stages may vary, but typically include: Introductory call/interview with a Senior Talent Partner via telephone (~30 minutes)
45-minute video interview with the hiring manager to discuss the role and technical needs
Assessment stage (in-person, take-home, or video) with varying length
Meet the founders and team members (in-person or via video)
Offer
Benefits
We offer a comprehensive benefits package, including: Salary range:
$100,000 - $120,000
401k
Healthcare, Vision, and Dental
Equipment to perform your role effectively
Flexible working
Remote or hybrid options
Personal development budgets
18 days PTO plus public holidays
10 paid sick days
Inclusive policies designed by the team
Diversity and Inclusion
Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive for equality and fairness for all applicants and employees, regardless of gender, marital status, age, race, ethnicity, religion, or physical differences. We oppose all forms of unlawful treatment and discrimination. Our ambition is for our team and Board to reflect the diversity of society, and for every employee to feel respected and able to bring their best selves to work.
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Scan.com is a digital health scale-up making diagnostics accessible, fast, and transparent. Our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day. We operate with a portfolio of brands tailored to patients and providers, backed by a world-class customer operations team. Our B2C marketplace simplifies booking a scan, and our B2B platforms provide live scheduling at the point of care while leveraging AI to ease workflows for physicians, attorneys, and providers. We’re looking for a Patient Operations Manager who will oversee the day-to-day operations of the Scan.com customer service/operations team (Schedulers and Operations Leads), ensuring efficient workflows and aligning operational goals with customer satisfaction objectives. This role oversees scheduler and customer service performance, manages patient scheduling, and optimizes the workflow between customer service agents, imaging centers, and market managers. The Customer Operations Manager will focus on achieving service-level targets, resolving escalated customer issues, and implementing process improvements to enhance operational efficiency and customer experience in their assigned market. This role will be based in Atlanta. Responsibilities
Team Management: Oversee the daily activities of scheduling agents, ensuring they meet operational and performance goals
Monitor scheduling performance, provide feedback, and conduct regular coaching to ensure consistent service delivery
Manage workforce scheduling to ensure adequate coverage during peak periods for both inbound and outbound calls, texts, and emails
Foster a positive, collaborative team environment, encouraging open communication and continuous learning
Process Optimization: Analyze existing customer service workflows and identify opportunities to streamline processes and improve efficiency
Work closely with cross-functional teams (scheduling and operations) to ensure seamless coordination between patient demand and imaging center capacity
Implement automation tools and best practices to enhance productivity, reduce errors, and ensure a smooth patient journey from initial contact to appointment scheduling
Customer Experience Management: Act as the escalation point for complex or unresolved customer and sales issues, ensuring timely and satisfactory resolutions
Track key performance metrics (referral-to-scheduling time, reschedule rate, order error rate, canceled orders, CSAT, first-contact resolution) to ensure high-quality service delivery
Collaborate with the quality assurance team to identify areas for improvement and develop strategies to enhance customer interactions
Operational Reporting: Generate and analyze daily, weekly, and monthly reports on call volumes, agent performance, backlog status, and other key operational metrics
Provide insights and recommendations to senior leadership on operational improvements and resource allocation based on data trends
Capacity and Resource Planning: Ensure that patient demand aligns with the operational capacity of imaging centers, adjusting workflows as needed to avoid delays in scheduling
Coordinate with imaging centers to resolve capacity constraints and ensure timely service for all patient referrals
Technology and System Utilization: Ensure the team is fully trained on CRM, scheduling, and other communication/collaboration tools, leveraging technology to optimize service delivery
Work with IT and systems teams to implement new tools or updates that enhance customer operations’ productivity
Compliance and Risk Management: Ensure that all customer service processes comply with company policies, HIPAA, and relevant regulations, particularly regarding data privacy and healthcare
Proactively identify potential risks in customer operations and develop mitigation strategies
Qualifications
Demonstrated experience in customer operations, contact center management, or healthcare administration
Proven experience managing a team of agents in a high-volume environment
Strong understanding of customer service tools, software systems, and radiology scheduling software
Excellent leadership and team management skills with the ability to coach, mentor, and develop high-performing teams
Strong analytical and problem-solving skills with a data-driven approach to decision-making
Outstanding communication and interpersonal skills, with the ability to handle escalations and build relationships with internal and external stakeholders
Process-oriented mindset with a focus on continuous improvement and operational efficiency
Ability to manage multiple priorities in a fast-paced environment and adjust strategies as needed to meet business goals
Interview Process
We keep our interview process concise and fast. Stages may vary, but typically include: Introductory call/interview with a Senior Talent Partner via telephone (~30 minutes)
45-minute video interview with the hiring manager to discuss the role and technical needs
Assessment stage (in-person, take-home, or video) with varying length
Meet the founders and team members (in-person or via video)
Offer
Benefits
We offer a comprehensive benefits package, including: Salary range:
$100,000 - $120,000
401k
Healthcare, Vision, and Dental
Equipment to perform your role effectively
Flexible working
Remote or hybrid options
Personal development budgets
18 days PTO plus public holidays
10 paid sick days
Inclusive policies designed by the team
Diversity and Inclusion
Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive for equality and fairness for all applicants and employees, regardless of gender, marital status, age, race, ethnicity, religion, or physical differences. We oppose all forms of unlawful treatment and discrimination. Our ambition is for our team and Board to reflect the diversity of society, and for every employee to feel respected and able to bring their best selves to work.
#J-18808-Ljbffr