Member Outreach Manager- Hybrid Remote

 Devoted Health - Company site
 September 13, 2021
 Flag job
 Miramar, FL
A bit about us: 
We’re on a mission to change healthcare — how it’s paid for, delivered, experienced. We want to put people center stage, not process or profit. We are guided by a deep belief that every person on Medicare should be treated like we would treat a member of our own family: with loving care and a profound commitment to their health and well-being. 
That’s why we’re gathering a whole bunch of smart, big-hearted people to create a new kind of healthcare company — one that combines compassion, health insurance, clinical care, and technology seamlessly. 
“We want to partner with people we love for a cause we believe in. Life is short. Join us.
Our Clinical Outreach Team has the opportunity to make a difference every single day in the complex world of health care. We help connect members with care providers, enroll them in clinical programs, and empower them to more easily navigate the healthcare system. We aim to treat every member as we would our own family. 
The Clinical Outreach Manager will partner with our Outreach Supervisors to manage the performance of the team and improve our operations. You will be managing and supporting your team to be successful, including: using data to improve operations, further develop training and performance plans, improvement of workflows and processes, and leading new outreach programs.. Beyond these formal duties you will help build a culture that enables your team to be their best authentic, caring, and emotionally intelligent selves in their interactions with members.

Responsibilities will include:

  • Manage a group of 5-6 Supervisors
  • Lead a high performing team of Outreach Specialists who provide support to our Members
  • Provide oversight and prioritization of operational work queues
  • Accountable for team performance against established metrics 
  • Lead engagement efforts to motivate and influence the team
  • Understand and act on data to drive performance
  • Achieve business results while always looking for ways to improve
  • Have a strong understanding of Devoted Medical’s Service offerings and Devoted Health Plan’s Clinical Programs
  • Help develop and lead new outreach programs
  • Lead Process improvement efforts to help scale the team
  • Further develop and oversee the team’s training plan including creation of training materials, call scripts, and job aids
  • Attributes to success:

  • You have proven success in leading through others, including managing and coaching a team and helping them be successful
  • You build strong relationships with your teams and stakeholders
  • You can articulate and break down complex information
  • You work well in ambiguous situations and aren’t afraid of making mistakes
  • You thrive in a fast paced, dynamic environment
  • You roll with the punches
  • You are transparent and collaborative with your work
  • Desired skills and experience:

  • You have a minimum of 5 years of member support or customer service experience, including at least 3 years in a management role
  • Strong leadership experience in a metrics driven environment, outbound call center
  • Understanding of Medicare Advantage Plans
  • Deep interest in both team development and engagement and improving the member experience
  • Experience working with data 
  • Clinical setting experience a plus 
  • If you love running towards complex challenges and transforming them into solutions, if you want to make a potentially huge impact on many lives, and if you are looking for a disruptive startup with an inspiring and talented team, Devoted Health may be the place for you! 
    Devoted is an equal opportunity employer.  We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.
    As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
    COVID-19 Vaccination Requirement: Where permitted by applicable law, candidates must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered. The Company will provide reasonable accommodations to qualified employees with disabilities or for a sincerely held religious belief, practice, or observance.