What are the responsibilities and job description for the Director Patient Outreach - Call Center Operations - Hybrid / Los Angeles, CA position at Brook, Inc.?
About Brook Inc
Brook Health is a digital health company. Brook offers a set of products and services extending health-care-management beyond the walls of doctors' offices and into people's homes and their day-to-day lives. Brook provides people who are living with chronic conditions a highly personalized high-touch support via a smartphone app offering AI tools, data collection through connected devices, and real-time access to health coaches to make smart, daily decisions and to build healthy habits to achieve their long-term health goals. Brook also offers a CDC-approved preventative program for people who are at high risk for diabetes. For primary care providers, Brook offers SaaS tools for continuous remote monitoring, providing insights into their patient's health needs, enabling a new model of care, and early preventative interventions with our own care delivery team resulting in better health outcomes.
Brook offers a dynamic work experience with team members in multiple time zones. We have a fast-paced, user-centric, high-expectation, constantly-improving-ourselves type of culture. Our goal is to change the approach to pre-condition and chronic condition care management, to use technology to support health-care providers in improving patients' health outcomes.
Job Overview
We are looking for a Director Patient Outreach - Call Center Operations to build and scale our phone-based patient acquisition engine. This role is critical to accelerating Brook's expansion in the rapidly growing RPM market. You'll work closely with our VP of Marketing & Growth, build a dedicated team of in-house callers in our Los Angeles office, and effectively leverage outsourced and AI-driven calling solutions to enroll new members into Brook's programs.
If you're a strategic thinker with a passion for data-driven acquisition, team leadership, and operational excellence, we want to meet you!
This is an opportunity to shape the future of remote care in a fast-growing digital health company. This role reports to the Vice President Marketing and Growth.
Key Responsibilities
- Strategy & Leadership
Develop and execute a comprehensive call channel strategy that maximizes patient enrollment.
Recruit, hire, and train a high-performing 'tiger team' of in-house callers in our Los Angeles office, with a singular focus on patient acquisition and activation.
Establish clear SOPs and playbooks for scripting, workflows, compliance guidelines, and performance metrics.
Set and track KPIs to monitor performance and drive continuous improvement.
Ensure strict adherence to HIPAA and other healthcare regulations throughout all call center operations.
Qualifications
Why Brook?
Working at Brook
This position is not eligible for relocation or visa sponsorship. Candidates must live within a commuting distance from the office. This is a hybrid role, 3 days per week onsite, and 2 days remote.
Brook Inc is an equal opportunity employer. We are committed to building an inclusive and diverse workforce. Brook does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, marital status, age, non-disqualifying physical or mental disability, national origin or ethnic origin, military service status, citizenship or any other protected characteristic covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
The pay range for this role is :
150,000 - 170,000 USD per year (Los Angeles Location for Job Posting)
Salary : $150,000 - $170,000
