• Oversee and manage a team of outreach and intake associates including, but not limited to: Training, onboarding and people management • Building processes in collaboration with Client Success to operationalize custom workflows for new clients • Delegation of tasks and responsibilities • Performance management and evaluations • Commission tracking • Dialer system and CRM / Google Sheets optimization • Sales coaching and development • Ensure compliance with client and CMS standards across all workflows • Ensure quality of each caller interaction in alignment with Isaac Health’s standards • Manage service level agreements (SLAs) and performance metrics including but not limited to: Managing individual campaign staffing • Tracking agreed-upon client metrics in collaboration with Client Success • Ensuring accuracy and compliance with all new patient workflows • Reporting on KPIs, including cancellation and conversion rates