About the job
About Us
Ennoble Care is a leading provider of mobile primary, palliative, and hospice care, serving patients across New York, New Jersey, Maryland, DC, Virginia, Oklahoma, Kansas, Pennsylvania, and Georgia. Our dedicated clinicians visit patients in their homes, ensuring continuity of care for those with chronic illnesses and limited mobility. We offer diverse programs, including remote patient monitoring, behavioral health management, and chronic care management, to deliver top-notch care from a trusted team. Join us in making a significant impact, as we live by our motto: “To Care is an Honor.”
Overview
We are in search of an Associate Director of Communications Systems who will be responsible for the performance and optimization of our communication platforms (Dialpad) and CRM systems (Zoho), along with supporting tools like CallRail, Emitrr, Scribe, and Keragon. This role is critical in ensuring our systems effectively support high-performing intake and call center operations across more than 15 offices in 11 states, with accountability for key performance metrics such as call answer rates, abandonment rates, and patient satisfaction scores.
This role transcends traditional systems administration; you will be evaluated on outcomes rather than just uptime. You will proactively identify and resolve performance issues, recommend solutions, and collaborate across teams, including intake supervisors, call center leads, and regional operations, to drive results. When metrics show a downward trend, you will diagnose the root causes—whether they are related to routing, training, or staffing—and take action to rectify or escalate the situation.
Reporting directly to the CISO, you will also engage regularly with the COO and executive leadership. This position is based in our Arlington, VA office.
Performance Metrics
You will be responsible for achieving the following KPIs:
- Call Answer Rate — percentage of inbound calls answered versus abandoned
- Abandon Rate — percentage of callers who hang up before reaching an agent
- Average Speed to Answer — how quickly calls are picked up
- NPS / Patient Satisfaction — scores from patient feedback surveys
- Queue Wait Time — average and maximum time callers wait
Your Responsibilities
- System configuration, call routing logic, and queue design
- Enhancing workflow automations and CRM process efficiency
- Developing training and documentation to minimize user errors
- Managing vendor escalations and technical support

