Job description
At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering a whole bunch of smart, big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, and technology. We want to throw the long ball with people we love for a cause we believe in. Life is short. Join us.
Job Description
A bit more about this role:
As the Community Guide Team Lead, you have the opportunity to lead our Financial Assistance unit to support members in accessing the care and resources they want, need, and deserve. You are charged with the management of performance and professional development of the team and ensuring compliance with CMS requirements. Your team works to help members demystify processes, like enrolling in Medicaid, by assisting with the application process. Working with our Senior Operations Manager, you will develop and implement the team’s playbook and standard operating procedures, and continue to adapt to ensure efficiencies over time. As an integral part of the team, you will represent the Community Guide team, both, internally and externally. This role requires strong management and communication skills.
Responsibilities will include:
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Provide leadership and oversight to the day to day operations of the Community Guide Financial Assistance Team, including but not limited to:
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Create a transparent team culture where both positive and critical feedback is comfortably exchanged on a daily basis
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Provide coaching & training to assist in exceeding member expectations and getting members the support they need
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Manage team to achieve performance goals, including but not limited to: number of made call, quality of calls, applications submitted, etc.; Preference with experience in Looker
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Leverage data trends to understand individual and team performance
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Team case management, including number of cases, staff scheduling, and communication channels.
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Assist with member call escalations as necessary
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Support team HR functions such as interviewing and onboarding, as needed
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Ensure all work is both compliant and of highest quality, including but not limited to:
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Develop and refine policies and procedures to ensure that all work meets all regulatory requirements and standards
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Conduct monthly call quality audits and providing feedback to the team members
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Collaborate with cross-functional teams as the Community Guide Team representative and share relevant information or updates to support members
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Support execution of new campaigns and outreach activities for Community Guide team
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Identify and catalog available community or national resources (i.e., transportation, financial, food, medication discounts, support groups)
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Ability to support calls or send SMS messages to help cover member surges
Attributes to success:
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A deep caring to make a change in the healthcare experience: you love to serve and make a difference
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You’ve had proven success in managing and coaching people and helping them be successful
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You help create environments of safety and joy for the teams you manage
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The ability to work in a startup environment: which means being transparent in your work, what’s going well, what’s not
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You work well in ambiguity and roll with the punches
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You thrive in a fast-paced, dynamic environment
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You are detail oriented, and can take initiative without being asked
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Being adaptable to change: as we look to make things better - we will change things as we go and grow!
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Able to support our teams growth, covering business hoursin in Mountain and Pacific Time.
Desired skills and experience:
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You have a minimum of 5 years experience in a supervisory role of at least 5 direct reports.
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Health insurance or healthcare experience (Medicare Advantage a plus)
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You’re a great leader and team player with a can-do attitude; you’re self- reflective
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Call Center and/or Program Management experience in a metrics driven environment a plus
Healthcare equality is at the center of Devoted’s mission to treat our members like family. We are committed to a diverse and vibrant workforce. If you lack a specific credential for this position but believe that your strengths and life experiences will propel our mission, we would love to hear from you.
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!
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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.
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