IVI America

Support full-cycle recruitment for healthcare and administrative roles, including sourcing, interviewing, and managing candidate pipelines. | Requires 2-3 years of recruiting experience, familiarity with ATS systems, and residing in EST or CST time zones. | The Talent Acquisition Specialist will be responsible for supporting the organizations leadership team with full-cycle recruitment of clinically and/or administrative based roles such as: RNs, Clinical Assistants, Phlebotomist, Medical Assistants, Andrologist, Embryologist, Lab Techs, Accountants, Patient Services, etc. This position is remote role to individuals who reside in the EST or CST time zone Essential Functions and Accountabilities:  * Partners with hiring manager to determine staffing needs.  * Conduct requisition/position intake meetings.  * Develop and maintain an excellent relationship with internal and external clients to ensure achievement of hiring goals. * Screen resumes, interview candidates (by phone or in person), administer appropriate assessments and collect appropriate candidate licensure, reference/background check, make hire (not hire) recommendations and deliver employment offers for both exempt and nonexempt position openings within an assigned territory. * Uses traditional and nontraditional resources, such as Boolean sourcing technique, job boards, colleges, career fairs, online job fairs, community network events, etc., to identify and attract quality candidates. * Develops recruiting strategy, and advertising programs (internal and external) to ensure high visibility with potential candidates. * Manages internal transfer process, including screening, coordination of interviews with hiring manager, transfer offer letters, etc. * Communicates important employment information during delivery of employment offers (e.g., benefits, compensation, noncompete agreements). * Manages current candidate activity in the applicant tracking system (ATS). * Maintains memberships and affiliations with trade/professional organizations related to industry. Academic Training: * High school Diploma or Equivalent – required * Studies level: High School Diploma or equivalent (GED) * Bachelor’s Degree – preferred * Studies level: University Education (Bachelor's Degree) * Studies area: Human Resources or other related field Position Requirements/Experience: * 2-3 years’ recruiting experience (healthcare recruiting preferred, not required) * Understanding of human resource policies and procedures – preferred * Currently reside in eastern or central time zone - required   Technical Skills:  * Knowledge of Microsoft Office Suites (Word, PowerPoint, Excel, Teams) – required * Previous experience using ATS systems – ADP WFN preferred * Expert skills social media and job posting boards and networking (i.e., LinkedIn, Indeed)   IVI-RMA offers a comprehensive benefits package to all employees who work a minimum of 30 hours per week. * Medical, Dental, Vision Insurance Options * Retirement 401K Plan * Paid Time Off & Paid Holidays * Company Paid: Life Insurance & Long-Term Disability & AD&D * Flexible Spending Accounts * Employee Assistance Program * Tuition Reimbursement   About IVIRMA Global:   IVIRMA is the largest group in the world devoted exclusively to human Assisted Reproduction Technology. Along with the great privilege of providing fertility care to our patients, IVIRMA embraces the great responsibility of advancing the field of human reproduction. IVIRMA Innovation, as one of the pillars of IVIRMA Global, is a renowned leader in fertility research and science. Check out our websites at: https://rmanetwork.com/ [https://rmanetwork.com/] & https://www.ivirma.com/ [https://www.ivirma.com/]   EEO   “IVIRMA is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: IVIRMA is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at IVIRMA are based on business needs, job requirements and individual qualifications, without regard to race, color, religion and/or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. IVIRMA will not tolerate discrimination or harassment based on any of these characteristics. IVIRMA encourages applicants of all ages.”

Oversee and optimize contact center operations, ensuring high-quality patient experience and performance management. | 8+ years in healthcare or customer service operations, process design, data-driven decision making, and leadership skills. | 1 Position: Senior Director, Contact Center Date: October 2025 Location: United States or Canada Reports to: Chief Operating Officer The Position: We are changing lives every day and are the leading team worldwide in the field of reproductive medicine, with leading clinical outcomes. Are you entrepreneurial minded? Do you enjoy building a thriving team culture that delivers best-in-class patient experience? The Senior Director, Contact Center is responsible for ensuring the strategy, people, processes, and capacity come together to deliver reliable execution and high-quality patient experience at scale. This is a highly cross-functional leadership role that owns the contact center operations – unifying engagement strategy, patient outreach, analytics, and performance management. The ideal candidate combines strong operational leadership with analytical rigor and change management. Essential Responsibilities • Own the contact center operating model, ensuring that patient-facing operations function as a coordinated system across outreach, contact centers, quality, training, and analytics • Establish and maintain operating cadences (weekly, monthly, quarterly) that drive accountability, visibility, and follow-through across Care Experience leadership and operational teams. • Lead performance management across contact center operations, including forecasting, KPI monitoring, and mitigation planning tied to patient outreach throughput, utilization, lead times, and contact center productivity. • Oversee end-to-end operational workflows across care experience contact center, quality, talent development, and performance management. • Define and enforce decision rights, handoffs, service-level expectations, and escalation paths across operational teams. • Ensure effective agent performance management systems are in place through Quality Assurance, Training, and frontline leadership, using performance data to drive continuous improvement. • Act as a strategic thought partner to the COO, supporting SLT-level planning, reviews, and executive communications related to Care Experience operational performance and readiness. • Build and lead a high-performing hybrid call center serving multiple sites. • Develop and refine Standard Operating Procedures (SOPs) to ensure consistency, standardization and compliance. • Define and manage clear SLAs and KPIs focused on patient experience, responsiveness, and efficiency. • Identify and implement the best tech tools—telephony systems, CRM/EMR integrations, workforce management, and analytics platforms—to drive performance, and manage the support relationship with vendors • Use tools and data to monitor results, identify bottlenecks, and lead continuous improvement efforts. • Collaborate closely with clinical operations and site leaders to align workflows and priorities, establishing the call center as a best-in-class support extension of the in-clinic team. • Recruit, train, and coach team members, building a culture of accountability and service excellence. • Performs other duties as assigned and modified at the manager’s discretion Qualifications 8+ years of experience in call center, customer service, or patient access operations—ideally in a multi-site healthcare or service organization. Proven success building or transforming a support operation, including process design, tool selection, and performance optimization. Strong data-driven mindset; comfortable managing to metrics and dashboards. Excellent leadership, communication, and remote-team management skills. Knowledge of HIPAA compliance and patient privacy standards. Bachelor’s degree required; Master’s preferred. Knowledge, Skills, and Abilities High business acumen and acuity, discernment for how to guide others to maximize performance High personal accountability for achieving results, high energy and strong drive to develop her/himself while learning our business model Ability to influence executives, VPs and other leaders to help drive processes, strategies, and adherence to proper business protocols Ability to collate, consolidate and think through data required to create actionable insights for leaders to optimize and implement Commitment to data-driven evaluation of initiatives and service levels Knowledge of PowerBI and ability to quickly learn internal EMR, reporting tools; ability to build excel models when necessary Problem solving and project management skills; understanding the big picture while being attentive to the details required to successfully implement and execute actionable items High level of personal agility; able to focus and deliver quick wins in a manner commensurate with the needs of the moment Agile thinker, able to quickly transform and convert opportunities into operational successes Exceptional written and communication skills Proven ability to build strong relationships with key organizational stakeholders and influence operational improvements with a strong balance of EQ and IQ Able to effectively leverage business and organizational knowledge within and across functions Excellent in Microsoft Office products including PowerPoint (storyboarding and executive communication), Excel, and Outlook Ability and willingness to travel nationwide/Canada up to 50% of the time Strong knowledge of principles and processes for providing exceptional customer service including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction Proven effective leadership, motivational, time management, decision-making, performance management, coaching, developmental, project management, financial planning, process improvement/strategic planning skills Spoken and written fluency in English This job requires use and exercise of independent judgment