Director, Communication Platforms

Soleo Health is seeking a Director of Communication Platforms to lead the strategy and performance of our patient-facing communication channels and work Remotely (USA). Join us in Simplifying Complex Care!

Soleo Health Perks:

• Competitive Wages
• 401(k) with a Match
• Referral Bonus
• Paid Time Off
• Great Company Culture
• Paid Parental Leave Options
• Affordable Medical, Dental, & Vision Insurance Plans
• Company Paid Disability & Basic Life Insurance
• HSA & FSA (including dependent care) Options
• Education Assistance Program

The position:

The Director of Communication Platforms leads the strategy and performance of the channels patients and providers use to reach the organization, with the goal of improving access, reducing friction, and delivering consistent, high-quality experience across every interaction With Genesys as the cornerstone of the contact center ecosystem, this role leads the evolution of a connected digital omnichannel experience spanning voice, text/SMS, web chat, chatbots, and AI-driven self-service. The Director partners closely with internal business leaders across operations, clinical, intake, reimbursement, and commercial teams to translate business goals into scalable platform capabilities that improve service levels, expand self-service, and support patient access to therapy. A well-spoken, forward-thinking leader, the Director leads the Communications team, champions emerging technologies such as conversational AI and intelligent routing, and ensures platforms are secure, reliable, compliant, and measurably aligned to organizational outcomes. Responsibilities Include:

• Provide strategic leadership for the vision, roadmap, and ongoing optimization of the organization’s communications platforms, with Genesys as the core contact center and omnichannel engagement platform.
• Own the architecture and strategy for patient- and provider-facing digital channels, including voice, text/SMS, web chat, chatbots, email, and AI-powered self-service, ensuring a seamless and consistent experience across every touchpoint.
• Serve as the enterprise subject matter expert and executive owner for Genesys, overseeing configuration, routing strategy, IVR and call flows, digital messaging, workforce engagement, quality management, reporting, and analytics.
• Drive adoption of conversational AI, virtual agents, intelligent routing, and automation to expand self-service, reduce wait times, and free staff to focus on higher-value patient and provider interactions.
• Partner with internal business leaders to understand goals, map patient and provider journeys, and translate needs into platform capabilities that deliver measurable strategic value.
• Lead change management for new channels and capabilities by building stakeholder alignment, clearly communicating vision and impact, and guiding business partners through adoption.
• Lead the integration of communication platforms with CRM, pharmacy, EHR, and other business systems to enable personalized, context-aware interactions and streamlined workflows.
• Define and track key performance indicators such as service levels, first contact resolution, self-service containment, and patient and provider satisfaction, using data and insights to continuously improve channel performance.
• Ensure patient and provider communication channels remain available, secure, and compliant, including HIPAA and TCPA requirements, with business continuity plans that protect patient access during outages or high call volumes.
• Manage relationships with Genesys and other technology partners, including contract negotiations, licensing, and budget, and hold vendors accountable to service levels and roadmap commitments.
• Evaluate emerging patient engagement and conversational AI technologies, build business cases that quantify impact on access, service levels, and cost, and present recommendations to senior leadership. Establish governance for patient and provider communication channels, including standards for messaging content, consent, routing changes, and AI use, and maintain documentation that keeps business and technical stakeholders aligned. Build and lead a Communications Platforms team with the skills to support Genesys, digital channels, and conversational AI, fostering a culture of innovation, accountability, and patient and provider focus.Complete all required managerial responsibilities for direct reports, including hiring, onboarding, training, performance management, goal setting, development planning, conflict resolution, and succession planning.

Schedule:

• Monday-Friday 8:30am-5pm
• Remote

• Minimum of 5+ years of experience leading contact center, omnichannel, or customer engagement platform teams in a customer-facing environment.
• Deep, hands-on expertise with Genesys (Genesys Cloud CX preferred), including routing, IVR/Architect flows, digital messaging, workforce engagement, and reporting; Genesys certifications a plus.
• Demonstrated success implementing and scaling digital omnichannel solutions, including voice, text/SMS, chat, chatbots, and AI/conversational self-service, in a customer-facing environment; healthcare, pharmacy, or other regulated industry experience strongly preferred.
• Proven track record partnering with internal business leaders to drive change, build consensus, and deliver technology solutions that achieve operational and strategic objectives.
• Exceptional verbal and written communication and presentation skills, with the ability to articulate a compelling vision and influence executive and business stakeholders.
• Forward-thinking, strategic mindset with a strong understanding of emerging trends in conversational AI, automation, and customer experience technology.
• Working knowledge of platform integrations (APIs, CRM, EHR) and of security and compliance requirements for patient communications, including HIPAA and TCPA.
• Proven experience managing technology budgets, vendor contracts, and licensing, and holding vendors accountable to service levels.

About Us: Soleo Health is an innovative national provider of complex specialty pharmacy and infusion services, administered in the home or at alternate sites of care. Our goal is to attract and retain the best and brightest as our employees are our greatest asset. Experience the Soleo Health Difference!

Soleo’s Core Values:

• Improve patients’ lives every day
• Be passionate in everything you do
• Encourage unlimited ideas and creative thinking
• Make decisions as if you own the company
• Do the right thing
• Have fun!

Soleo Health is committed to diversity, equity, and inclusion. We recognize that establishing and maintaining a diverse, equitable, and inclusive workplace is the foundation of business success and innovation. We are dedicated to hiring diverse talent and to ensuring that everyone is treated with respect and provided an equal opportunity to thrive. Our commitment to these values is evidenced by our diverse executive team, policies, and workplace culture.

Soleo Health is an Equal Opportunity Employer, celebrating diversity and committed to creating an inclusive environment for all employees. Soleo Health does not discriminate in employment on the basis of race, color, religion, sex, pregnancy, gender identity, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an organization, parental status, military service or other non-merit factor.

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