Dial Administrator / Telephony Manager - Ring Central

Join VillageMD as a Dialer Administrator / Telephony Manager (REMOTE) 

Join the frontlines of today's healthcare transformation

Why VillageMD?

At VillageMD, we are looking for a Dialer Administrator / Telephony Manager to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we have partnered with many of today's best primary care physicians. We are equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results.

We are creating care that is more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we are looking for individuals who share our sense of excellence, are ready to embrace change, and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning.

Could this be you?

We are looking for a Dialer Administrator / Telephony Manager to join our quickly growing Service Center team, responsible for the daily readiness of call center calling applications and overseeing dialing functions while identifying call patterns and results. Responsible for assisting with the daily operations of our Ring Central CCaaS platform, this is a technical role that includes programming, scripting, loading, mapping, and reporting in a list management capacity. The Dialer Administrator / Telephony Manager will work closely with Service Center executive team, IT (Information Technology) Voice team, Workforce Management, and reporting functions. This role will also be providing compliance guidance when running outbound campaigns.

How you can make a difference

• Provide design and implementation expertise in the development of integrated (omni-channel) contact strategies for 500+ remote employees
• Perform integrated dialer list management: Loading, mapping, skilling, reporting
• Create and configure outbound campaigns including user profiles, dialer settings, dispositions
• Load, launch, and monitor lists real time, working with workforce management to adjust skills based on inbound/outbound needs
• Report on pacing, trending, penetration, non-connects, and conversion rates
• Maximize contact rates by ensuring all lines outpost correct CallerID
• Provide guidance on compliance awareness such as DNC (Do Not Call), TCPA, federal and state laws, etc
• Support various contact channels for integrated contact strategies; Inbound, outbound, email, chat, SMS
• Continuously monitor agent’s skills in real-time and make recommendations based on call type
• Partner and review staffing plans to maintain adequate staffing levels to meet business demands
• Make recommendations to improve call flow, develop strategies, and resolve problems while managing efficiencies and contact rates
• Monitor inbound and outbound call traffic, daily system testing. Provides first tier support and troubleshooting for agents

Skills for success

• Personal Initiative: Highly accountable, self-starter; keen sense of urgency; can work autonomously with limited direction
• Strong problem-solving skills; effectively provides solutions to difficult issues
• Bias for action and pragmatism: drive for translating insight into business improvements
• Flexible: ably navigates within ambiguity; can operate effectively at various levels of abstraction
• Communication: distills complex, technical topics articulately to a nontechnical audience
• Collaboration: orientation to team-based work product and results
• Humility: low ego; engenders trust; respectful

Experience to drive change

• 3+ years' experience running fully integrated dialer campaigns in large scale contact center (Ring Central preferred)
• Experience working with workforce management, IT telecom support, and call center leadership
• Intermediate to advanced proficiency level with Microsoft Excel
• Basic statistical knowledge and ability to comprehend and analyze dialer-output data
• Knowledge of auto-dialer operations and concepts (including Preview, Power, and Predictive dialers)

How you will thrive

In addition to competitive salaries, a 401k program with company match, bonus, and a valuable health benefits package, VillageMD offers paid parental leave, pre-tax savings on commuter expenses, and generous paid time off. You work in a highly-collaborative, conscientious, forward-thinking environment that welcomes your experience and enables you to make a significant impact from Day 1.

Most importantly, you make a difference. You see a clear connection between your daily work on VillageMD products and services and the advancement of innovative solutions and improved quality of healthcare for providers and patients.

Our unique VillageMD culture – how inclusion and diversity make the difference

At VillageMD, we see diversity and inclusion as a source of strength in transforming healthcare. We believe building trust and innovation are best achieved through diverse perspectives. To us, acceptance and respect are rooted in an understanding that people do not experience things in the same way, including our healthcare system. Individuals seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Those seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Explore your future with VillageMD today.