Back to jobs
New

Director, Hub Operations - Assignment: Inbound

Los Angeles, CA, USA

 

WelbeHealth is a value-based healthcare organization that’s transforming the future of senior care by providing an all-inclusive care option to our most vulnerable senior population.

The Director, Hub Operations is accountable for delivering the highest level of support and customer experience to our PACE participants and external network of contracted specialists and facilities. This role manages a direct team of supervisors, along with an indirect team of both clinical and non-clinical advocates that provide inbound call support to PACE participants and WelbeHealth’s external network.

Essential Job Duties:

Operational Management:

  • Oversee all aspects of call center operations including strategic planning, forecasting, staffing, training, resource allocation, process improvement, and driving performance, as well as develop and implement strategic plans that drive call center performance, improve customer satisfaction, and achieve business objectives
  • Own the implementation and maintenance of call center technology that will enable operations to scale effectively
  • Drive the development, review, and implementation of department protocols and policies that align with operational objectives and core values, as well as ensure that call center operations adhere to quality standards and processes that comply with PACE regulations and industry standards
  • Analyze data to drive agent performance, strategic decision making, and problem solving

Team Leadership & Management:

  • Own the hiring, training, supervising, and mentoring of a high-performing team
  • Collaborate with Hub leaders to deliver on OKRs and goals to drive continuous improvement

Stakeholder Management:

  • Partner with internal operations, clinical, and network teams to optimize processes, address quality concerns, and improve call center operations for all stakeholders

Job Requirements:

  • High school diploma or equivalent required; bachelor’s or master’s degree in relevant field preferred
  • Minimum of seven (7) years of call center experience in the healthcare industry required, as well as in-depth knowledge of clinical call center operations best practices
  • Proficiency with telephony technology, software applications, and tools
  • Minimum of five (5) years of management experience with demonstrated ability to mentor and develop team members required
  • Track record of creating clear and concise SOPs for leadership and frontline team members, and managing department budgets while meeting financial targets and KPIs
  • Ability to travel once or twice per quarter to form in-person relationships with center leadership, attend offsites with Hub leadership team, and provide in-person coaching and mentorship to supervisors
  • Must be willing to work a varied schedule that may include nights, weekends, and overtime

Benefits of Working at WelbeHealth: Apply your expertise in new ways as we rapidly expand. You will have the opportunity to design the way we work in the context of an encouraging and loving environment where every person feels uniquely cared for.

  • 401k + employer match
  • Medical insurance coverage (Medical, Dental, Vision) starting day one of employment
  • Work life balance – 17 days of personal time off (PTO), 12 holidays observed annually, and six sick days
  • And additional benefits

 

Salary/Wage base range for this role is $145,399 - $191,926 / year + Bonus + Equity. WelbeHealth offers competitive total rewards package that includes, 401k match, healthcare coverage and a broad range of other benefits.  Actual pay will be adjusted based on experience and other qualifications.

Compensation

$145,399 - $191,926 USD

COVID-19 Vaccination Policy

At WelbeHealth, our mission is to unlock the full potential of our vulnerable seniors. In this spirit, please note that we have a vaccination policy for all our employees and proof of vaccination, or a vaccine declination form will be required prior to employment. WelbeHealth maintains required infection control and PPE standards and has requirements relevant to all team members regarding vaccinations.

 

Our Commitment to Diversity, Equity and Inclusion

At WelbeHealth, we embrace and cherish the diversity of our team members, and we're committed to building a culture of inclusion and belonging. We're proud to be an equal opportunity employer. People seeking employment at WelbeHealth are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), pregnancy or other status protected by applicable law.

 

Beware of Scams

Please ensure your application is being submitted through a WelbeHealth sponsored site only. Our emails will come from @welbehealth.com email addresses. You will never be asked to purchase your own employment equipment. You can report suspected scam activity to fraud.report@welbehealth.com

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

For example: $XX.XX hourly or $XX,XXX annually

Select...

Do you consent to receiving text messages as part of the recruitment process? By selecting Yes, you agree to receive SMS from WelbeHealth. Reply STOP to opt out at any time. Reply HELP for customer care contact information. Message and data rates may apply. Messaging frequency will vary. Visit welbehealth.com/privacy-policy/  to see our Privacy Policy. Visit careers.welbehealth.com/us/en/emailpersonalinfo for our Terms of Service.

Select...
Select...

Have you ever worked for WelbeHealth?

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in WelbeHealth’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.