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Job Overview
Employment Type
Full-time
Compensation
Salary
Range $70,000.00 - $90,000.00
Work Schedule
Flexible
Benefits
Paid holidays
Dental Insurance
flexible schedule
Paid Time Off
Vision Insurance
Job Description
Our organization is a leader in the healthcare technology sector, specializing in Remote Patient Monitoring (RPM) and Chronic Care Management (CCM). We focus on delivering innovative contact center solutions that enhance patient engagement and healthcare outcomes. As part of our commitment to excellence, we leverage advanced dialer technologies to optimize call campaigns, ensuring compliance with industry regulations and improving overall contact efficiency. We are a fully remote company offering a dynamic and flexible work environment that values data-driven decision-making and continuous process improvement. Our team is composed of dedicated professionals passionate about healthcare and cutting-edge technology, focused on optimizing operations... Show More
Job Requirements
- Bachelor's degree or equivalent experience
- 3+ years of experience in dialer administration or management roles
- Proven experience with Five9 dialer system
- Strong knowledge of TCPA, HIPAA, DNC regulatory compliance
- Expertise in campaign setup, list management, and IVR design
- Excellent leadership and team management skills
- Ability to analyze and optimize dialer performance metrics
- Proficiency with workforce management and automation tools
- Effective communication and collaboration skills
- Ability to work remotely and manage distributed teams
Job Qualifications
- 3+ years of experience in a Dialer Admin, Dialer Manager, or Five9 Administrator role
- Expertise in Five9 dialer administration, OutboundANI optimization, and spam remediation
- Strong understanding of TCPA compliance, call blocking prevention, and regulatory requirements
- Experience with list management, campaign setup, IVR design, and contact rate analysis
- Ability to analyze performance metrics and implement strategic optimizations
- Proficiency in workforce management tools (e.g., Verint WFM, ADP) is a plus
- Experience in healthcare contact centers, Remote Patient Monitoring (RPM), or Chronic Care Management (CCM) is preferred
- Experience with AI-driven IVR/IVA solutions, automation, and scripting
- Familiarity with CRM integrations and data-driven dialing strategies
- Strong analytical, troubleshooting, and problem-solving skills
- Excellent leadership, communication, and cross-functional collaboration abilities
Job Duties
- Oversee, configure, and optimize the Five9 dialer system, ensuring efficient outbound dialing and inbound call flow management
- Directly manage a team of Dialer Administrators, ensuring execution of best practices and system optimizations
- Upload, organize, and manage lead lists, optimizing campaign performance, lead penetration, and dialing strategies
- Design and implement IVR workflows, call flows, and skills-based routing to enhance patient experience and contact center efficiency
- Monitor and analyze KPIs such as connect rates, conversion rates, and call blocking mitigation, implementing strategies to improve efficiency
- Identify and mitigate call flagging issues, implement spam remediation tactics, and ensure adherence to TCPA, HIPAA, DNC, and other regulations
- Develop real-time dashboards, automated reporting, and performance tracking to optimize agent productivity and dialer efficiency
- Serve as the primary escalation point for dialer-related issues, liaising with Five9 support and resolving system concerns
- Collaborate with sales, marketing, and operations teams to refine dialing strategies, enhance workflows, and drive automation initiatives
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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