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Develop workforce management reporting, forecasting models, and staffing analyses to support operational planning and resource allocation. Analyze performance trends, identify staffing gaps, improve scheduling and workforce processes, maintain WFM system data integrity, and support integrations with Avaya and other operational systems. The role also establishes reporting standards and presents insights to stakeholders across the organization.

Leads implementation operations and analytics by developing dashboards, reports, and performance measures; coordinating analytics, reporting, training, and client project requests; analyzing implementation and client data; managing surveys and feedback; improving Salesforce, Monday.com, and SharePoint usage; tracking milestones, risks, and resources; and aligning cross-functional teams to standardize processes and improve client outcomes.

Provides technical support for internal and external users, handling service requests, troubleshooting escalated SaaS and integrated system issues, configuring proprietary applications, and supporting hardware and web applications. The role documents incidents, trains users, researches IT products, participates in after-hours on-call support, and protects customer data and company intellectual property.

Build and manage pharmacy provider relationships, negotiate contracts and pricing, onboard network providers, monitor performance, resolve reimbursement and contract issues, and support network strategy through reporting, financial analysis, compliance, and continuous improvement.

Build and manage strategic relationships with hospice customers, deliver strong client experiences, lead business reviews, support onboarding and implementations, monitor account health and utilization, coordinate cross-functional issue resolution, and identify customer growth opportunities. The role uses Salesforce to maintain account plans and collaborates with clinical, billing, operations, implementation, customer service, and sales teams to improve care outcomes and service delivery.

Build and manage a regional hospice sales pipeline, research prospects, cultivate relationships with healthcare decision-makers, present proposals, negotiate contracts and renewals, and secure new business. The role requires strong knowledge of hospice, durable medical equipment, and healthcare services while tracking sales activity and representing the company at industry conferences.

Facilitate new-hire and ongoing training for Customer Care employees, provide coaching and performance feedback, administer assessments, maintain training materials, coordinate schedules, and gather frontline feedback. The role partners with leadership and recruiting to align training with operational needs and improve customer experience. Candidates need at least three years of training or facilitation experience, strong communication skills, and preferably healthcare or contact center experience.

Lead development and execution of sales strategies for emerging PACE, SNF, and Hospital-at-Home markets. Build channel and partner relationships, drive revenue growth, set KPIs, mentor regional sales teams, pursue new business and partnerships, coordinate cross-functional alignment, monitor pipeline and ROI, and report market insights and sales performance to senior leadership.

Oversee daily operations, manage staff, ensure compliance, drive profitability, and maintain high service standards in medical equipment delivery.