Director Patient Outreach - Call Center Operations - Hybrid/Los Angeles, CA

About Brook Inc

Brook Health is a digital health company. Brook offers a set of products and services extending health-care-management beyond the walls of doctors’ offices and into people’s homes and their day-to-day lives. Brook provides people who are living with chronic conditions a highly personalized high-touch support via a smartphone app offering AI tools, data collection through connected devices, and real-time access to health coaches to make smart, daily decisions and to build healthy habits to achieve their long-term health goals. Brook also offers a CDC-approved preventative program for people who are at high risk for diabetes. For primary care providers, Brook offers SaaS tools for continuous remote monitoring, providing insights into their patient’s health needs, enabling a new model of care, and early preventative interventions with our own care delivery team resulting in better health outcomes.

Brook offers a dynamic work experience with team members in multiple time zones. We have a fast-paced, user-centric, high-expectation, constantly-improving-ourselves type of culture. Our goal is to change the approach to pre-condition and chronic condition care management, to use technology to support health-care providers in improving patients’ health outcomes.

Job Overview

We are looking for a Director Patient Outreach - Call Center Operations to build and scale our phone-based patient acquisition engine. This role is critical to accelerating Brook’s expansion in the rapidly growing RPM market. You’ll work closely with our VP of Marketing & Growth, build a dedicated team of in-house callers in our Los Angeles office, and effectively leverage outsourced and AI-driven calling solutions to enroll new members into Brook’s programs.

If you’re a strategic thinker with a passion for data-driven acquisition, team leadership, and operational excellence, we want to meet you!

This is an opportunity to shape the future of remote care in a fast-growing digital health company. This role reports to the Vice President Marketing and Growth.

Key Responsibilities

• Strategy & Leadership
• • Develop and execute a comprehensive call channel strategy that maximizes patient enrollment.
  • Define KPIs (e.g., conversion rates, contact rates, talk time, etc.) and use data to inform tactics, refine scripts, and guide resource allocation (in-house, outsourced, AI).
  • Collaborate closely with Marketing, Product, and Clinic Operations to ensure call center efforts integrate seamlessly into the broader patient journey.
• Team Building & Management
• • Recruit, hire, and train a high-performing 'tiger team' of in-house callers in our Los Angeles office, with a singular focus on patient acquisition and activation.
  • Oversee and grow outsourced call teams and remote in-house callers, ensuring consistent performance and quality across all calling operations.
  • Create a performance-driven culture of continuous learning, coaching, and accountability—fostering excellence in every interaction.
• Process Optimization, SOPs, & AI Integration
• • Establish clear SOPs and playbooks for scripting, workflows, compliance guidelines, and performance metrics.
  • Continuously iterate on call scripts, call flows, and objection-handling techniques based on A/B testing and call recordings.
  • Integrate AI-driven call solutions to handle lower-probability leads, maximizing efficiency and ROI.
• Data Analytics & Reporting
• • Set and track KPIs to monitor performance and drive continuous improvement.
  • Create dashboards and reports that provide actionable insights, enabling rapid iteration.
  • Present performance updates and recommendations to senior leadership on a regular basis.
• Compliance & Patient-Centric Focus
• • Ensure strict adherence to HIPAA and other healthcare regulations throughout all call center operations.
  • Uphold Brook’s patient-first ethos in all scripts, ensuring that every conversation is empathetic, respectful, and informative.

Qualifications

• 7+ years experience in call center operations, inside sales, or contact center leadership with a proven track record of driving growth.
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