Patient Experience Vendor Manager

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About us

SimpleHealth is on a mission to reduce unnecessary doctor visits and save patients time and money. Come be part of a bright and passionate team that loves to solve hard problems and seeks to drive down spiraling healthcare costs.

We have a diverse culture rooted in honesty and transparency, and we know that each voice matters.

We strive to ensure that everyone has a healthy work-life balance, with flexible vacation and unique time off offers, generous parental leave, and a fully remote work environment. Teammates are encouraged to continue learning, both in their specialty and within their other interests. Growth is not confined to job descriptions, with active encouragement to try other roles within the organization. 



The Role

The Patient Experience Vendor Manager is accountable for managing the Patient Experience Organization’s vendor relationship for outsourced services. This includes contact handling services across the contact channels as well as back office specific tasking. The Vendor Manager is tasked with delivering benchmark performance from the vendor while maintaining standards for quality. The Manager will have an intimate understanding of the vendor environment and operations and build relationships with leadership to ensure reliability.

Key Responsibilities

  • Ownership of daily contact center and back office operational performance
  • Establishing daily, weekly, monthly and quarterly performance read-outs
  • Transaction volume forecasting and manpower planning leadership
  • Operations predictability/reliability
  • Working closely with Patient Experience leadership to align with schedules and workflow
  • Assessment of leadership and refreshment of vendor leaders as necessary
  • Enforcing productivity and contact handling goals
  • Ensuring proper disaster recovery protocols are designed, in force and tested
  • Developing and implementing Standard Operating Procedures as needed
  • Accountable for effective training and subsequent breadth of knowledge
  • Planning for business cycles and changes including systems updates and product update

 

Essential Functions 

  • Conducting daily audits of work and providing feedback to Vendor Leadership
  • Developing training content and delivering train the trainer sessions
  • Answering employee questions/providing clarification on processes
  • Documenting and tracking Vendor agent performance against goals
  • Communicating with Patient Experience Leadership team on daily basis
  • Keeping Vendor up to date on any process changes
  • Ensuring all scheduled hours are approved and productive
  • Other job duties assigned



Your Qualifications

  • Bachelor's degree and or at least 5 years' experience in leading contact center operations
  • Experience working inside third party vendor contact outsource environment desired
  • Expertise in contact center workforce management/scheduling and forecasting required
  • Thorough understanding of contact center core metrics and levers
  • Proven track record of improving productivity in contact center
  • Demonstrated relationship management capabilities
  • Expert negotiation skills
  • Strong background in outsourcing pricing strategies and tactics preferred
  • Experience in Developing others
  • Passion for SimpleHealth’s mission and the opportunity to grow with us

Work Requirements

  • Reliable ability to work remotely 
  • Typing and computer usage throughout the day
  • Standard business hours M-F
  • Travel requirements:
  • No lift requirements



We Offer!

  • Competitive compensation 
  • Company equity 
  • Medical plans with 100% paid premiums
  • Work From Home stipends
  • Flexible Time Off
  • Paid Holidays
  • Paid Parental Leave

 

We think you should join us. Here’s why

  • We see things differently. That’s why we’re building a diverse team with people who bring their unique perspectives & backgrounds to the table. We know a diverse team builds better products to serve our diverse patients.
  • We’re a Patient-First business and a People-First company. Employee wellness matters to us—that’s why we promote minimum vacation time, are flexible with where you work, offer paid parental leave and more.
  • We’re building for longevity. That’s why we encourage continuous learning, provide growth opportunities across teams, and hire from within.
  • Health matters to us, including yours. We offer benefit plans that pay 100% of employee healthcare and dental premiums, an annual membership with One Medical, paid Sick Leave, and miscarriage, medical, and recovery Leaves

 

Disclaimers

The Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.


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Location

New York, NY 10010

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