ABOUT INSPIRE MEDICAL SYSTEMS Inspire is the first of its kind medical device designed to make a difference in the lives of those living with Obstructive Sleep Apnea (OSA). We are revolutionizing the sleep industry with our FDA-approved medical device, designed to reduce OSA severity for those who cannot tolerate or get consistent benefit from CPAP. Our focus on patient outcomes is at the core of everything we do, and our "think I can" attitude drives us to make a difference in the lives of those seeking alternative sleep apnea treatments. WHY JOIN OUR FAST-GROWING TEAM At Inspire, we value people - your diverse experiences, backgrounds, and thoughts. We elevate voices and encourage learning opportunities to build a professional network that grows into community. We embrace a people-first culture by offering hybrid work schedules, excellent benefits, 401k matching, ESPP, flexible time off (FTO), and tuition reimbursement. If you're passionate about making a difference in people's lives and want to work with innovative technology, come be a part of our great team! ABOUT THIS POSITION The Program Manager for Patient and Physician Services at Inspire Medical Systems will play a crucial role in managing and optimizing the performance of our staffing partner responsible for handling inbound calls and supporting patients and customers. This position requires a strategic thinker with excellent communication and relationship management skills to ensure the delivery of high-quality patient and technical support services. OPPORTUNITIES YOU WILL HAVE IN THIS ROLE Cultivate and maintain a strong working relationship with the staffing partner, serving as the primary point of contact for all operational matters. Collaborate with the vendor to align performance metrics, service level agreements (SLAs), and key performance indicators (KPIs) to meet Inspire's service standards. Work closely with the vendor to ensure compliance with agreed-upon SLAs and KPIs. Regularly assess and analyze call center performance metrics, identifying areas for improvement and implementing strategies to enhance efficiency and effectiveness. Establish and maintain a robust quality assurance program to monitor the accuracy and effectiveness of patient and technical support provided by the vendor. Implement corrective actions and continuous improvement initiatives based on quality assessments. Collaborate with the vendor to design and implement training programs for call center agents, ensuring they have the necessary skills and knowledge to deliver exceptional service. Facilitate ongoing training sessions to address changes in processes, new product launches, and updates in medical device technology. Provide regular updates and reports on call center performance to internal stakeholders, highlighting key achievements, challenges, and action plans for improvement. Effectively communicate changes in procedures, policies, and product information to call center vendor. Prepare and deliver presentations and business reviews to customers and internal stakeholders. Act as a liaison between Inspire and the call center vendor to resolve escalated customer issues and complaints promptly. Collaborate with internal teams to address systemic issues affecting call center performance. Collaborate with finance and procurement teams to manage the budget related to the staffing vender and call center operations, ensuring cost-effectiveness and value for money. WHAT YOU CAN BRING TO OUR GREAT TEAM Required: Bachelor's degree in healthcare, Business Administration, Management, or a related field. Proven experience in call center management and vendor relationship management, preferably in the healthcare or medical device industry. Previous experience in a healthcare customer service or technical support role Strong analytical and problem-solving skills. Excellent interpersonal and communication skills. Ability to thrive in a fast-paced and dynamic environment. Knowledge of patient and technical services in the medical device industry is a plus. Preferred: Experience managing a third-party call center Experience managing a call center for a Class III medical device MBA or advanced degree Inspire Medical Systems provides equal employment opportunity (EEO) to all employees and applicants without regard to race, color, religion, creed, sex, national origin, age, disability, marital status, familial status, sexual orientation, status regarding public assistance, membership or activity in a local commission, military or veteran status, genetic information, or any other status protected by applicable federal, state, and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, training, and social and recreational programs. Inspire Medical Systems complies with applicable laws governing non-discrimination in employment in every location in which Inspire Medical Systems has facilities. All such employment decisions will be made without unlawfully discriminating on any prohibited basis. Inspire Medical Systems is anemployer with recruitment efforts focused on ensuring a diverse workforce.Applicants with a disability that need accommodation to complete the Inspire Medical Systems application process should contact Human Resources at 844-672-4357 or email careers@inspiresleep(dot)com Inspire Medical Systems participates in E-Verify. Inspire Medical Systems provides equal employment opportunity (EEO) to all employees and applicants without regard to race, color, religion, creed, sex, national origin, age, disability, marital status, familial status, sexual orientation, status with regard to public assistance, membership or activity in a local commission, military or veteran status, genetic information, or any other status protected by applicable federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, training and social and recreational programs. Inspire Medical Systems complies with applicable laws governing non-discrimination in employment in every location in which Inspire Medical Systems has facilities. All such employment decisions will be made without unlawfully discriminating on any prohibited basis. Inspire Medical Systems is an equal opportunity employer with recruitment efforts focused on ensuring a diverse workforce. Applicants with a disability that are in need of accommodations to complete the Inspire Medical Systems application process should contact Human Resources at 763-235-6742 or email [email protected].