Engagement Manager - Spanish Speaking

AiRCare Health is on a mission.

We are transforming healthcare by empowering individuals to put emotional health first.

Who we are

We are on a mission to transform mental and emotional healthcare. Using data and machine smarts, we find the people who need help before they crash into the system. We don’t wait for things to get worse. Our unique approach combines both the heart of clinical care management and the science of machine learning to transform the health and wellbeing of large populations. From workplace pressures to financial challenges, marital struggles, and behavioral health issues, our teams deliver the kind of support that makes a measurable difference in the lives of the individuals and families we serve.

Why we need you

We’re growing and building a hand-picked team of positive, optimistic, empathetic rockstars. We are looking for passionate humans to join our multi-disciplinary team of professionals and inspire hope for “the other eleven” to live their best life.

Who you are

You are passionate, open-minded, and you make a daily difference in the lives of those around you. You are the person people ask for help, guidance, and direction. You are an optimist. You remove obstacles. And just like us, you wear your H.E.A.R.T. on your sleeve with H ope, E mpathy, a preference for A ction, a willingness to R aise the bar, and a belief that T rust is at the core of every meaningful relationship.

Required Qualifications

• You have 5+ years’ experience in a fast-paced environment (customer service-related and/or sales industry preferred).
• You have 3+ years of measurable experience in managing call centers or customer experience teams and growing profitable satisfied accounts.
• You have exceptional people skills, with prior experience hiring, training, managing entry-level, hourly teams.
• You have experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to call center teams.
• You have strong mentoring and relationship-building skills with the ability to effectively manage group and interpersonal conflict situations.
• You have strong negotiation, interpersonal, written, and oral communication skills.
• You are able to hold team members accountable to pre-determined performance metrics.
• You have experience leveraging systems such as Dynamics365, Zendesk, Salesforce, or other service tools (preferred).
• You are looking for a full-time, change-the-world opportunity.
• Bachelor's degree (preferred).
• Able to work 10:30 am - 7:00 pm CST.

What you’ll do (Essential Job Functions)

• Team Leadership: Provide strong, dynamic leadership that challenges and guides team members to efficiently leverage the value of every outbound call and individual connection. Monitor and evaluate staff performance, provide learning or coaching opportunities, and take corrective action when necessary.
• Performance Management: Communicate pre-determined performance goals, monitor key performance indicators (KPIs), and provide regular feedback and coaching to ensure high levels of performance and client satisfaction.
• Client Enrollment Goals: Drive the team to consistently meet and exceed client enrollment goals, utilizing strategies and best practices to maximize enrollment rates.
• Quality Assurance: Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
• Client Engagement: Ensure that all client interactions are handled with empathy, professionalism, and efficiency, maintaining a high standard of care and support throughout the enrollment process.
• Process Improvement: Continuously evaluate and improve contact center processes, identifying opportunities for increased efficiency, better client engagement, and enhanced enrollment rates.
• Compliance: Ensure that all contact center activities comply with relevant regulations, policies, and procedures, particularly those related to client confidentiality and data protection.
• Recruitment: Participate in recruitment efforts to attract, hire, and retain talented team members, ensuring the team is adequately staffed to meet client needs.
• Reporting & Analysis: Prepare and present regular reports on contact center performance, client enrollment, and other relevant metrics to senior leadership.

This role is a great fit if you are...

• Passionate about improving lives and believe in the greater good.
• Tenacious and persistent, bringing creative solutions to tough challenges.
• Accountable and collaborative. Working remotely, you will work independently, but you’ll never be or feel alone.
• Proactive, and able to take ownership of key tasks, and keep in regular communication with your team.
• Not afraid to have tough conversations or make recommendations.
• Thorough, detail-oriented, and committed to getting the job done.
• Efficient and able to move through a to-do list, effectively prioritizing the triage of competing demands.
• Growth-oriented, thriving on constructive feedback, which you view as an opportunity to polish skills.
• Open-minded, non-judgmental, compassionate, flexible, and have good humor.
• Someone who thrives in a fast-paced and evolving environment. We move quickly to optimize tools and protocols based on data.
• Open to learning new techniques and tools and viewing them as an opportunity to make your work easier and more impactful.
• Reside in AR, AZ, CO, FL, GA, IL, KY, MA, MD, MN, NC, NE, NV, OH, SC, TN, TX, VA, WA, or WI.

Please Note

Remote employees must comply with our Remote Work and Private Workspace Policy. Specifically, the following key requirements:

• Appropriate network quality and internet speed necessary to perform the job remotely.
• A wired internet connection.
• A separate room with a door (or private space if you live alone).
• Use of Company authorized Laptop.
• Use of company-provided headset, monitor, mouse, and keyboard.

(EEO) AiRCare is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: AiRCare is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at AiRCare are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. AiRCare will not tolerate discrimination or harassment based on any of these characteristics.

(ADA) All applicants are required to be able to perform the essential functions of the position, with or without reasonable accommodations.

(CA) California residents have rights under the California Privacy Rights Act (CPRA). Click here to learn more about how your personal information may be collected, used or disclosed.