Call Center Systems Administrator chez SprinterHealth
SprinterHealth · Menlo Park, États-Unis d'Amérique · Hybrid
- Professional
- Bureau à Menlo Park
Location: Remote
At Sprinter Health, our mission is to dramatically expand access to healthcare by reimagining the patient experience—delivered at home and powered by technology for scale.
We’re looking for a Call Center Systems Administrator who is passionate about building patient-first communication systems. This role is at the heart of how patients and providers connect with Sprinter — from scheduling and support, to clinical escalations, to follow-up care. You’ll combine technical expertise with a strong focus on patient engagement, ensuring our platforms (Five9, Zendesk, and others) deliver seamless, reliable, and compassionate experiences at scale.
This is a 6 month temporary employee role (includes health benefits), and we will consider extending or converting to regular employee if appropriate.
Location: RemoteAt Sprinter Health, our mission is to dramatically expand access to healthcare by reimagining the patient experience—delivered at home and powered by technology for scale.We’re looking for a Call Center Systems Administrator who is passionate about building patient-first communication systems. This role is at the heart of how patients and providers connect with Sprinter — from scheduling and support, to clinical escalations, to follow-up care. You’ll combine technical expertise with a strong focus on patient engagement, ensuring our platforms (Five9, Zendesk, and others) deliver seamless, reliable, and compassionate experiences at scale.This is a 6 month temporary employee role (includes health benefits), and we will consider extending or converting to regular employee if appropriate.
This is a 6 month temporary employee role (includes health benefits), and we will consider extending or converting to regular employee if appropriate.
About us:
Sprinter Health is rebuilding healthcare delivery from the ground up. Our mission is to bring high-quality, preventive care directly into the homes of people who are falling through the cracks of the system. Since 2021, we’ve:
🏥 Served over 100,000 patients
🚀 Grown 6x in 2024 alone
🌍 Reached 60%+ coverage of the U.S. population
🤝 Partnered with 6 of the 10 largest health plans
💰 Raised $125M from top-tier investors like a16z, General Catalyst, GV, and Accel
We’re building the operating system for in-home care—powered by data, logistics, and scalable systems.
Your mission, if you choose to accept:
As a Call Center Systems Administrator, your mission will be to design, optimize, and scale Sprinter’s call and support infrastructure so every patient feels cared for and every clinician feels supported. You’ll take ownership of core systems like Five9 (telephony/call routing) and Zendesk (ticketing/CRM), ensuring that clinical priorities and patient needs are reflected in every workflow.
From day one, you’ll directly impact patient satisfaction, call resolution, and operational efficiency by building systems that connect the right patient to the right Sprinter, at the right time.
Role responsibilities:
Systems ownership: Administer, optimize, and support Five9’s telephony ecosystem and Zendesk (CRM/ticketing), ensuring seamless integrations, stable operations, and high reliability.
Patient-first call flows: Design and maintain IVRs, ACDs, routing logic, and escalation workflows that prioritize patient care and experience.
Cross-functional alignment: Work closely with Growth Engineering, Operations, Clinical, IT, and other teams to understand business needs and translate them into technical solutions, ensuring call center technology is aligned with care delivery goals.
Performance & resilience: Monitor system performance, analyze call flows, and implement proactive measures to minimize incidents and ensure service continuity.
Analytics & insights: Develop and maintain Five9 dashboards, wallboards, and scheduled reports for stakeholders to track call resolution rates, patient wait times, agent efficiency, abandonment rates, and satisfaction metrics (NPS, CSAT).
Compliance & security: Uphold HIPAA standards and ensure secure handling of PHI/PII across all communication workflows.
Outcomes + metrics you will directly influence:
Agent productivity and engagement
Patient satisfaction (NPS, CSAT, first-call resolution)
Call routing accuracy and efficiency
System uptime and reliability
Compliance adherence across all communications
About you:
Experience: 4–7 years of experience in Five9 system administration and call center platform management, with strong exposure to healthcare or patient engagement workflows.
Platform knowledge: Hands-on expertise with Five9 (call routing, IVR, ACD, reporting) and Zendesk (CRM, ticketing, automations).
Data Fluency: Ability to write and optimize queries in Google BigQuery, and design data visualizations/dashboards in Kibana and Looker Studio to support operational insights and reporting.
Patient-focused: Passion for building communication workflows that improve patient experience and clinical efficiency.
Problem solver: Strong troubleshooting skills, with the ability to resolve technical issues quickly in a patient-facing environment.
Data-driven: Skilled at leveraging Five9 reporting tools and APIs to build reports and dashboards that inform operations and leadership decision-making.
Collaborative: Thrive in cross-functional teams, working with clinical staff, support agents, and technology partners alike.
Compliance-ready: Familiar with HIPAA and best practices for handling sensitive healthcare data.
Bonus points if you have:
Startup experience in health tech or patient support operations
Experience scaling call center operations across distributed teams
Familiarity with additional platforms (Genesys, Verint, Cisco Webex CC, Twilio Flex)
Background in workforce management tools (e.g., NICE, Verint WFM)
A track record of blending technology improvements with human-first service design
What we offer:
📈 Competitive salary, bonus and equity grant
🏥 100% medical, dental, and vision premiums covered (for you + your family)
💸 401(k) matching
🏝️ Unlimited PTO and flexible hybrid schedule (3 days/week in-office)
👶 Generous parental leave: 4 months (birthing), 2 months (partner), fully paid
🍽️ Free daily lunch, stocked micro-kitchen, and coffee/tea bar
