Shift Operations Coordinator (Health IT)

TL;DR

Shift Operations Coordinator (Customer Support): Leading 24/7 shift operations for a clinical communication platform with an accent on service level maintenance and agent development. Focus on real-time queue management, coaching agents to improve CSAT, and ensuring seamless shift transitions.

Location: Remote (US)

Salary: $60,000–$65,000 USD per year

Company

hirify.global is a leading provider of clinical communication and physician scheduling solutions in the health IT space.

What you will do

• Lead 24/7 shift operations, managing phone, ticket service levels, productivity, and CSAT.
• Provide real-time direction and coaching to a small group of agents (typically 5–6).
• Monitor intraday performance and adjust priorities to maintain service commitments.
• Identify and mitigate operational risks in real-time, escalating issues to leadership when necessary.
• Ensure smooth shift transitions through detailed documentation of updates, issues, and risks.
• Collaborate with managers to analyze performance trends and drive team engagement and retention.

Requirements

• Must be based in the United States
• 2+ years of experience in a support center or contact center environment.
• Prior experience in coaching and leadership.
• Proficiency with ticketing systems or workforce management tools such as Zendesk or Five9.
• Strong real-time decision-making and problem-solving skills.

Culture & Benefits

• Remote-first work environment.
• Comprehensive Health, Dental, Vision, Life, and Disability Insurance available from day one.
• 401K with company match and immediate vesting.
• Generous time off including 17 company holidays and 2 floating holidays.
• Opportunities for internal career advancement.