Senior Call Center Manager

*****THIS POSITION IS NOT REMOTE******

The WellBe care model is a Physician Led Advanced Practice clinician driven geriatric care (care of older adults) team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients. This population is typically underserved and very challenged with access to care. To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care – from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care. WellBe’s physician/advanced practicing clinician led geriatric care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum.

GENERAL SUMMARY

We are seeking a Senior Manager Outreach Manager to lead our centralized member outreach efforts at WellBe. This leader will help provide guidance, focus and execution to the strategic direction of the Outreach Center to include but not limited to inbound, outbound, quality and training department development and direction. Work as a cross-functional leader to build transparent, impactful and collaborative member related services within WellBe. Achieve results, drive initiatives to improve the efficiency and effectiveness of processes and procedures, seek out best practices to support scalable growth with a focus on people, processes and technology. Establish a culture that supports best in class service to our membership and is aligned to the WellBe core values. You will have the opportunity to shape and execute the WellBe outreach team, strategy and leadership reporting to you. You must have proven Outreach Center management experience and a passion for patient satisfaction.

Role & Responsibilities

The Senior Manager Outreach Center oversees all aspects of the daily operations of our Outreach Center, overall team performance and drive strategic direction.

• Develop and establish division goals, accelerate our member engagement and communication model to drive overall performance.
• Define & implement strategies to improve member experience and engagement, scale multiple teams, develop talent and improve retention.
• Participate in the development of roles, enhancement of tools, and assessment of outreach center effectiveness and efficiency.
• Implement growth strategy and develop new processes as necessary to enhance WellBe centralized outreach center performance.
• Build collaborative relationships within the outreach center leadership team as well as cross functionally that fosters productive partnerships and encourages process improvement.
• Prepare reports and analyze outreach center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Participate in the strategic oversight of the Outreach Center developing tools and assessing call center effectiveness and efficiency.
• Work closely with the Vice President of Contact Center Operations to develop and best-fit improvement plans as well as make recommendations and needed adjustments based on employee and member feedback.
• Championing change and improvements across the patient experience.

QUALIFICATIONS

Educational/ Experience Requirements:

• Bachelor’s degree in business or equivalent experience
• 7+ years of current experience in management within a contact center
• 3+ years of current experience managing large teams and building structure and processes

Required Skills and Abilities:

• Proficient in Microsoft Office Suite, especially Microsoft Excel, Word, and PowerPoint
• Experience using a Customer Relationship Management (CRM) systems
• Proficiency in call center software (CCaaS) (e.g. RingCentral, Five9, Etc.)
• Proficiency with navigating EHR and scheduling systems
• Healthcare industry (Medicare) knowledge is a plus
• Desire to tackle complex challenges and transform them into solutions.
• Proven ability in managing multiple priorities, with the ability to work in a fast-paced environment.
• Ability to form solid cross-functional relationships and influence others to drive to a common goal.
• Strong organizational, problem-solving and analytical skills.
• Demonstrated strategic and impactful leadership with global support teams in highly collaborative environments.

Supervisory Responsibility: This position will have supervisory responsibility

Travel requirements: Travel may be required up to 20%

Work Conditions: Ability to lift up to 20lbs. Moving, lifting, or transferring of patients may involve lifting of up to 50lbs as well as assisting with weights of more than 50lbs. Ability to stand for extended periods.

Ability to drive to patient locations (i.e. home, hospital, SNF, etc). Fine motor skills/Visual acuity

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of this role

WellBe Senior Medical