ExactCare helps people with chronic conditions and multiple medications overcome daily challenges to living healthier at home. Our solutions include at-home clinical pharmacy support and an easier, safer way to manage medications.
The Inside Sales Manager will lead the patient contact activities of the Scheduling Center of Excellence. This center is responsible for contacting prospective complex patients and setting a genuine first impression of ExactCare Pharmacy’s medication management solutions. As well, the Scheduling Center partners with the clinical field staff through maximizing their calendars with patient assessments.
The Inside Sales Manager will be responsible for several key areas of influence that include professional development and coaching of leaders in the Scheduling Center, assisting the field team in reaching patient assessment goals, center accountability and reporting on outcomes, continuous improvement initiatives and partnering effectively with internal and external partners. In addition, this manager will inspire an exceptional quality of work from their staff.
All efforts will be tied to the ExactCare patient promise: “We are committed to putting patients first to improve their health, enhance the quality of their lives and give them peace of mind”.
Essential Duties & Responsibilities:
Establish policies and procedures that produce high quality customer service delivery and that reflect industry best practices
Identify opportunities to improve and measure standards and practices
Ensure that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends. Align customer service activities and initiatives to support and enhance the objectives of the organization
Provide coaching and guidance around delivering a positive and influential first impression to ExactCare Pharmacy’s potential patients
Inspire confidence in scheduling representatives to assist in overcoming patient and care team objections
Collaborate effectively with internal partners
Create strategy that drives a consistent focus on the daily volume of scheduled patient assessments
Take an invested approach in the hiring and training of new staff
Provide ongoing professional development and coaching that inspires an excellent level of results from the team
Set and clearly communicate daily, weekly and monthly goals and expectations
Serve as the analytical expert for the center in delivering meaningful reporting of results and outcomes to the organization
Other duties as assigned
Bachelor’s Degree in sales, marketing, business administration or related field
Minimum 5 years’ in inside sales/call center leadership with a quantifiable record of success
Proficient with Salesforce or other CRM solutions
Experience with continuous improvement or lean/six sigma initiatives, preferred
Strong operational knowledge of high performing call center environments
Lead through building enthusiasm to motivate and promote accountability
Ability to serve as a mentor in coaching conversations
Assess sales processes to create improvements
Solid reporting and analytical acumen
Clear and open communication skills
Exceptional organizational and time management skills
ExactCare provides equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment. Applicants encouraged to confidentially self-identify when applying. Local applicants encouraged to apply. Drug-free work environment. Must be eligible to work in this country.