​Sprinter Health, a rapidly growing health tech startup focused on in-home care, is seeking a Call Center Systems Administrator to manage and optimize its patient-facing communication infrastructure. This is a 6-month temporary employee role (with benefits and potential for conversion) focused on building patient-first systems that manage scheduling, support, and clinical escalations. The core mission is to design, optimize, and scale the call and support infrastructure to improve patient satisfaction and operational efficiency.

• ​Location: Remote
• ​Role Type: 6-Month Temporary Employee (with benefits)
• ​Experience: 4–7 years in Five9 system administration and call center platform management, with strong exposure to healthcare or patient engagement.
• ​Core Systems: Five9 (telephony, IVR, ACD), Zendesk (CRM/ticketing).
• ​Focus: Patient-first call flow design, system resilience, HIPAA compliance, and performance analytics using data tools.

​Key Responsibilities: System Ownership and Patient Flow Design

​The administrator is the owner of the communication platforms, responsible for translating clinical and patient needs into reliable technical workflows.

• ​Systems Ownership: Administer, optimize, and support the Five9 telephony ecosystem and Zendesk, ensuring stable operations and seamless integrations.
• ​Patient-First Design: Design and maintain IVRs, ACDs, routing logic, and escalation workflows that specifically prioritize patient care and experience.
• ​Compliance & Security: Uphold HIPAA standards and ensure the secure handling of PHI/PII across all communication workflows.
• ​Analytics & Reporting: Develop and maintain Five9 dashboards, wallboards, and scheduled reports for stakeholders, tracking metrics like CSAT, first-call resolution, and patient wait times.
• ​Performance & Resilience: Monitor system performance, implement proactive measures to minimize incidents, and ensure service continuity.
• ​Collaboration: Work closely with Operations, Clinical, IT, and Growth Engineering to align call center technology with overall care delivery goals.

​Required Skills and Metrics

• ​Technical Fluency: Hands-on expertise with Five9 (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.
• ​Soft Skills: Strong problem-solving, collaborative attitude, and a passion for building communication workflows that improve patient and clinical efficiency.
• ​Influenced Outcomes: Directly impacts Agent productivity, Patient satisfaction (NPS, CSAT), call routing accuracy, and system uptime.