Customer Operations Manager

We’re Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. From MRIs to tests for TBIs, our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day.

We’re doing diagnostics differently, with a portfolio of brands tailored to both patients and providers, all backed by our world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers.

We’re looking for a Customer Operations Manager who is responsible for managing the day-to-day operations of the Scan.com customer service/operations team of Schedulers and Operations Leads, ensuring efficient workflows, and aligning operational goals with customer satisfaction objectives. This role is critical for overseeing the performance of schedulers and customer service, managing patient scheduling, and optimizing 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.  

We are ideally looking for someone located in the Texas market.

WHAT YOU WILL BE GETTING INVOLVED IN:

• 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, such as the scheduling and operations teams, to ensure seamless coordination between our 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 such as referral-to-scheduling time, reschedule rate, order error rate, canceled orders, customer satisfaction (CSAT) scores, and first-contact resolution rates to ensure high-quality service delivery

  • Collaborate with the quality assurance team to identify areas of 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 the 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 that the team is fully trained on CRM, Product, 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 are in compliance with company policies, HIPPA, and relevant regulations, particularly regarding data privacy and healthcare regulations

  • Proactively identify potential risks in customer operations and develop mitigation strategies

WHAT YOU MIGHT BRING TO THE TABLE:

• Demonstrated experience in customer operations, contact center management, or healthcare administration

• Proven experience managing a team of agents in a high-volume customer service 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

• Ruthlessly 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

HOW WE WILL INTERVIEW YOU:

We keep our interview process short and sweet, and we’re a nimble team that can progress at pace. Here are the stages you can expect, but we might switch up the order of each step depending on team availability:

1. Introductory call/interview with Devin, our Senior Talent Partner. The call is via telephone and will last around 30 minutes.

2. Should it feel like there is an initial fit for all, we will invite you to a video call with the hiring manager for around 45 minutes. This is a more structured interview that will deep-dive into the role and technical needs.

3. All of our roles will have a small assessment stage. This might be in person, a take-home assessment, or further video calls. Length varies, but we’re mindful of your time and try to keep it as simple as possible.

4. Meet the founders and/or other team members. Again, length varies depending on how many people and whether in person or via video call.

5. Offer!

BENEFITS:

We go beyond the basics with our benefits package. Here’s what you can expect from us:

• Salary range of $95,000 - $115,000

• 401k

• Healthcare, Vision and Dental

• All the equipment needed for you to do your role effectively

• Flexible working

• Remote or hybrid working options

• Personal Development budgets

• 18 days PTO plus public holidays

• 10 paid sick days

• Inclusive policies designed by our team, for our team

DIVERSITY AT SCAN.COM

Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.

We are opposed to all forms of unlawful treatment and discrimination.

Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.

We look forward to receiving your application!