Associate Director of Communications Systems; Arlington, VA Arlington, VA

Associate Director of Communications Systems (Arlington, VA)

Arlington, VA

Ennoble Care is a mobile primary care, palliative care, and hospice service provider with patients in New York, New Jersey, Maryland, DC, Virginia, Oklahoma, Kansas, Pennsylvania, and Georgia. Ennoble Care’s clinicians go to the home of the patient, providing continuum of care for those with chronic conditions and limited mobility. Ennoble Care offers a variety of programs including, remote patient monitoring, behavioral health management, and chronic care management, to ensure that our patients receive the highest quality of care by a team they know and trust.

We seek individuals who are driven to make a difference and embody our motto, “To Care is an Honor.” Join Ennoble Care today!

Ennoble Care is seeking an Associate Director of Communications Systems to own the performance and optimization of our communications platforms (Dialpad) and CRM systems (Zoho), along with supporting tools like Call Rail, Emitrr, Scribe, and Keragon. This role is accountable for key performance metrics—including call answer rate, abandon rate, and patient satisfaction scores—and is responsible for ensuring our systems support high-performing intake and call center operations across 15+ offices and 11 states.

This is not just a systems administration role. You will be measured on outcomes, not just uptime. You'll proactively identify issues affecting performance, recommend and implement fixes, and work cross‑functionally with intake supervisors, call center leads, and regional operations teams to drive results. When metrics trend in the wrong direction, you'll diagnose the root cause—whether it's a routing issue, a training gap, or a staffing constraint—and either fix it or elevate it.

You'll report directly to the CISO and have regular visibility with the COO and executive leadership. This position is on‑site at our Arlington, VA office.

You will be accountable for the following KPIs:

• Call Answer Rate — percentage of inbound calls answered vs. 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 max time callers spend waiting

What you own:

• System configuration, call routing logic, and queue design
• Workflow automations and CRM process efficiency
• Training and documentation to reduce user errors
• Vendor escalations and technical issue resolution

What you influence and escalations:

• Staffing recommendations when metrics indicate capacity issues
• Process changes requiring leadership approval
• Agent behavior and adherence issues (escalate to supervisors)

• Manage user setup, extensions, and permissions
• Configure and optimize call routing, queues, and IVR structures to maximize answer rates
• Troubleshoot call quality issues, agent status problems, and routing errors
• Monitor real‑time and historical performance dashboards
• Coordinate with Dialpad support for escalations and feature rollouts
• Manage user accounts, permissions, and module access
• Build and maintain workflows, automations, and business rules
• Optimize CRM processes to support intake conversion and follow‑up
• Test and troubleshoot workflow issues

• Maintain integrations between Dialpad, Zoho, Call Rail, and other systems
• Administer Emitrr (SMS, user setup, templates)
• Support other no‑code/low‑code tools (Scribe, Keragon) as needed
• Troubleshoot integration failures and coordinate fixes

• Track and report on KPIs weekly to leadership
• Identify trends and proactively address issues before they impact metrics
• Conduct root cause analysis when performance dips
• Support Operations Analyst with data extraction for deeper analysis

• Respond to and resolve helpdesk tickets related to supported platforms
• Serve as Tier 2/3 escalation point for complex Dialpad and Zoho issues
• Partner with vendors to resolve technical challenges

• Create and maintain system…