AVP, Omni-Channel

About Our Company

At Altais, we're looking for bold and curious clinicians and innovators who share our passion for enabling better health care experiences and revolutionizing the healthcare system for physicians, advanced care providers, patients, and the clinical community. At Altais, we're building breakthrough clinical support tools, technology, and services to let doctors do what they do best: care for people. We invite you to join our growing passionate team as we change the game for the future of healthcare and enable the experience that people need and deserve. Altais family of companies include Brown & Toland Physicians, Family Care Specialists and Altais Medical Groups.

About Your Team

Are you looking to work with a high performing, fast growing and dynamic Information Technology team? We are 4,000+ physicians, working in over 40 cities throughout California, caring for more than 500,000 patients. If you are passionate about reshaping healthcare and want to work for a mission driven organization where new ideas and innovation are valued, then we would like to meet you.

About Your Work

As the AVP, Omni-Channel, you are responsible for developing and executing strategies that seamlessly integrate all customer touchpoints and channels, enhancing the overall customer experience and driving new projects and innovative solutions. Key responsibilities include determining the scope of projects or programs and working with cross-functional teams to develop comprehensive roadmaps. This role will integrate diverse inputs to develop a holistic strategy ensuring a unified customer experience across digital and physical platforms and leveraging data to optimize customer interactions and operational efficiency.

You will focus on:

Strategic Planning and Execution:

• Develop and implement a comprehensive omni-channel strategy, including improving unified contact center performance.
• Identify and capitalize on opportunities to enhance the customer experience across all channels.
• Monitor industry trends and emerging technologies to keep the omni-channel approach innovative and competitive.
• Set and achieve performance targets and KPIs.

Technology, Innovation, & Channel Integration:

• Ensure seamless integration of online and offline channels to create a consistent and cohesive customer experience.
• Collaborate with various departments (e.g., IT, Operations, Marketing, Legal, Compliance, Business Office, People & Engagement, etc.) to synchronize omni-channel efforts.
• Oversee the implementation of systems and tools that support omni-channel operations, such as CRM, telephony, workforce management systems, and data analytics platforms.
• Evaluate and implement new tools and technologies to improve unified contact center operations.
• Leading automation and innovation in call center processes.

Customer Experience Management:

• Analyze customer data and feedback to understand preferences and behaviors and use insights to enhance the omni-channel experience.
• Develop and manage customer journey maps to identify and address pain points and opportunities for improvement.
• Ensure high levels of customer satisfaction and address any issues that arise across channels.

Performance Monitoring and Optimization:

• Establish key performance indicators (KPIs) to measure the effectiveness of omni-channel strategies and initiatives.
• Regularly review performance metrics and reports to identify trends, assess success, and make data-driven decisions.
• Continuously optimize processes and strategies based on performance data and evolving customer needs.
• Lead and champion Claims disputes/settlement types of calls.
• Managing onshore and offshore team for inbound and outbound call center for claim settlement.

Leadership and Development:

• Lead and mentor a cross-functional team responsible for omni-channel initiatives, including setting objectives and managing performance.
• Foster a collaborative and innovative team environment that encourages professional growth and development.
• Coordinate with external vendors and partners to enhance omni-channel capabilities and performance.
• Oversee both in-house and outsourced unified contact center operations.

Budget Management:

• Develop and manage the budget for omni-channel initiatives, ensuring efficient allocation of resources.
• Monitor expenses and track ROI to ensure cost-effective execution of strategies and projects.

Stakeholder Communication:

• Communicate omni-channel strategies, progress, and results to leadership and stakeholders.
• Prepare and present reports on omni-channel performance and strategic recommendations.

This role has formal leadership responsibilities.

The Skills, Experience & Education You Bring

• Bachelor's degree in business administration, or a related field is required; master's degree preferred.
• 12+ years of experience in omni-channel strategy, marketing, or related roles, with a proven track record of success.
• 6+ years previous leadership experience, preferred
• Proven experience in managing unified contact center operations.
• Knowledge of unified contact center technologies and best practices.
• Strong understanding of omni-channel marketing and customer experience best practices.
• Proficiency in data analytics and CRM tools.
• Excellent leadership, team management, communication, and project management skills.
• Ability to think strategically, analyze data, make informed decisions and execute effectively in a fast-paced environment.
• Experience with budget management and financial oversight.
• Candidates must be willing and able to work California hours 5 days a week (9-5 PST would be standard business hours).

You Share our Mission & Values

• You are passionate about improving the healthcare experience and want to be part of the Altais mission.
• You are bold and curious- willing to take risks, try new things and be creative.
• You take pride in your work and are accountable for the quality of everything you do, holding yourself and others to a high standard.
• You are compassionate and are known as someone who demonstrates emotional intelligence, considers others when making decisions and always tries to do the right thing.
• You co-create, knowing that we can be better as a team than individuals. You work well with others, collaborating and valuing diversity of thought and perspective.
• You build trust with your colleagues and customers by demonstrating that you are someone who values honesty and transparency.

Altais values the contribution each Team Member brings to our organization. Final determination of a successful candidate's starting pay will vary based on several factors, including, but not limited to education and experience within the job or the industry. The pay scale listed for this position is generally for candidates that meet the specified qualifications and requirements listed on this job description. Additional pay may be determined for those candidates that exceed these specified qualifications and requirements. We provide a competitive compensation package that recognizes your experience, credentials, and education alongside a robust benefits program to meet your needs.

The anticipated pay range for this role is listed in our salary posting for transparency but may vary based on factors including the candidate's qualifications, skills, experience, and geographic location. This base pay range is specific to California and can vary based on Bay Area, Metro LA, and Greater California regions which may not be applicable to other locations.

Altais and its subsidiaries and affiliates are committed to protecting the privacy and security of the personal information you provide to us. Please refer to our 'CPRA Privacy Notice for California Employees and Applicants' to learn how we collect and process your personal information when you apply for a role with us.

Physical Requirements:

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of workday.

External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.