Our Concierge team at Sollis Health is the first point of contact for our members and patients in their time of need. The team creates a welcoming and personable first impression and assists them in scheduling their medical appointments, addresses member concerns in real time and demonstrates agility while ensuring a hospitable environment for our high-caliber clientele.
As a Manager, Contact Center and Systems Operations you will lead phone operations performance across all Sollis markets while serving as the operational point-person for cross-functional systems initiatives (EHR transitions, platform rollouts, workflow changes affecting front desk/member services). You will oversee our remote Concierge Receptionist (CR) team scheduling, coverage, and performance.
Full Time Opportunity – Remote US – Hybrid if based near NYC – Monday-Friday 9a-5p EST
The role is open to remote work in the following states only: California, Colorado, Connecticut, Florida, Illinois, Louisiana, Maryland, Nevada, New Jersey, Pennsylvania, Texas, Virginia, Washington and Wisconsin.
Responsibilities:
(Phones – 70%)
- Own national phone performance against OKR targets (answer rate, speed to answer)
- Manage bi-weekly phone data review cadence, partnering with Data Analyst to generate data insights
- Manage Contact Center platform administration and evaluate/implement changes to improve performance.
- Identify and resolve staffing gaps, escalation patterns, and training needs
- Partner with Regional Operation Leads on market-specific phone issues, including investigations that surface from complaints.
Secondary Responsibilities
(Systems & Project Liaison – 30%)
- Serve as point person for operational system changes impacting front desk/member services workflows (e.g., EHR rollout, new scheduling tools, navigator)
- Lead project management for assigned initiatives: timelines, stakeholder communication, training rollout
- Act as liaison between Ops, IT, and Clinical teams during implementations
- Collaborate with the Ops Analyst to document process changes and roll out training to Operations staff.
Experience :
We believe extraordinary people come from a variety of backgrounds, but ideally we would expect that you have:
- Led a contact center team, including RTA and full team management.
- Experience with full ownership of phone system, phone KPIs and phone management.
- Desire to grow into broader operational/PM scope.
- Comfort owning a metric-driven OKR while also managing ambiguous, cross-functional projects.
- Strong communicator across clinical, IT, and ops stakeholders.
Compensation
Salary Range: $105,000-125,000
About Sollis Health
Sollis Health is the first and only medical membership that’s on-demand 24/7, 365. We live up to the concierge promise: with just one call, our members experience unparalleled care and follow-up on their schedule and their terms.
Our members never wonder if it’s a “real” emergency. They simply call Sollis for immediate access to ER-trained medical teams, on-site labs and imaging, expedited specialist appointments, and care navigation that’s all under one roof. With unlimited 24/7 virtual and in-person support from locations in Manhattan, the Hamptons, Los Angeles, South Florida, and San Francisco, Sollis puts our members in first class by handling all medical issues—big or small—with expert concierge care anytime, anywhere.
- Medical, Dental and Vision benefits
- Free Sollis Health membership for you and your eligible family members*
- Generous PTO and sick time
- 12 observed holidays
- 5 bereavement days per year
- 401k with a 3% company match
- Paid parental leave, up to 12 weeks
- Basic Life Insurance
- Employee stock options
- Professional development stipend
- HSA & FSA offerings
- Commuter FSA
- EAP services
- Professional Development Reimbursement
*Full-time and part-time employees eligible for this benefit
Office: Remote
Employment Type: Full Time
Department: Operations
Division: Operations
Area of Talent: Center Operations
Shift: Day – 40 Hours Per Week – 9 – 5
Work Setting: Remote – National
About Location
Palm Beach Flagship
Sollis Health’s Palm Beach flagship facility in sunny southern Florida. With a full spectrum of concierge medical services 24/7, Sollis offers a private, elevated alternative to traditional emergency care. Our membership model allows for the treatment of 90% of what an ER typically handles in a low volume facility, so our providers can truly take care of their patients. From injuries to illnesses, our passionate clinical and corporate leaders couple genuine care with concierge-level service. Each team member is committed to reimagining the future of emergency care – together.
HQ – New York City
The Sollis Headquarters in New York City serves as a central hub for the region. As part of Sollis’ flexible work culture, many team members have the option to work remotely or alongside colleagues in our modern, spacious headquarters. Equipped with open desks, tech accessories, and conference rooms to support our team’s workflow, our headquarters leave room for recreational elements, lounge areas, and fully stocked kitchens, as well. Sollis is proud to hire passionate professionals whose genuine care for our members is complemented by their concierge-level, hospitality-driven approach. From medical to corporate, each team member is committed to reimagining the future of emergency care – together.
Getting Hired
A High-Touch Hiring Experience
Joining the Sollis Health team is a similar experience as a member receiving care: seamless and streamlined. We dedicate one of our in-house recruiters to be with you every step of the way.
Application
As Sollis continues to grow, we open new opportunities frequently. So, when you find a role that feels like a fit, follow the steps to submit your application online. We review each and every application we receive, which does mean it may take us a bit to get back to you and we appreciate your patience.
Recruiter Screening
If selected to proceed, you will receive an invite to schedule a time to speak with one of our recruiters. You will have the chance to get to know more about Sollis, discuss the role, your career interests, and previous experience, as well as gain a clear understanding of the remaining steps of the process. Now’s your time to get to know us, as well!
In-Person/Virtual Interviews
As you complete your Assessment, we will schedule you to speak with additional Sollis team members – either virtually and/or in-person. There may be a couple of rounds of interviews, all of which offer a different perspective and deeper understanding of the role and the culture, and the ways you can contribute to our success.
Offer & Pre-Hire Onboarding
At the offer stage, we will present you with a total compensation package, which includes our many amazing benefits & perks. All offers are contingent on background checks and other pre-employment and pre-offer clearances. Then, you’ll be connected with our Pre-Hire Onboarding Specialist to complete all necessary next steps. We are excited to have you join the team!
Application
As Sollis continues to grow, we open new opportunities frequently. So, when you find a role that feels like a fit, follow the steps to submit your application online. We review each and every application we receive, which does mean it may take us a bit to get back to you and we appreciate your patience.
Recruiter Screening
If selected to proceed, you will receive an invite to schedule a time to speak with one of our recruiters. You will have the chance to get to know more about Sollis, discuss the role, your career interests, and previous experience, as well as gain a clear understanding of the remaining steps of the process. Now’s your time to get to know us, as well!
In-Person/Virtual Interviews
As you complete your Assessment, we will schedule you to speak with additional Sollis team members – either virtually and/or in-person. There may be a couple of rounds of interviews, all of which offer a different perspective and deeper understanding of the role and the culture, and the ways you can contribute to our success.
Offer & Pre-Hire Onboarding
At the offer stage, we will present you with a total compensation package, which includes our many amazing benefits & perks. All offers are contingent on background checks and other pre-employment and pre-offer clearances. Then, you’ll be connected with our Pre-Hire Onboarding Specialist to complete all necessary next steps. We are excited to have you join the team!
Careers Blog
From the Sollis Health careers blog
What We Do: Sollis’ Medical Service Areas
With the ability to handle 90% of what a traditional emergency room treats, Sollis Health provides premium emergency medical care in a whole new way.
How Sollis Health is Reimagining Emergency Medicine
It should come as no surprise that the healthcare industry is not only the largest, but also one of the fastest growing industries in the United States.
