Dir. Neighborhood Optimization and Design

WELLBE INTRODUCTION

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

The Director of Neighborhood Optimization and Design will report to the VP of Contact Center Operations and support the WellBe Team’s efforts in analyzing, developing, and designing through data analytics methodologies best practices to ensure constant optimization and alignment of member outreach scheduling (call lists) to the most efficient routing of such scheduling for field support personnel.  This position will leverage geographic knowledge, analytics and software related functionality to help design current and future state neighborhood design. In addition, lead, support and develop the coding (basic and custom) required to support neighborhood and outreach center design optimization.  The position will have the additional responsibility to help design, analyze, develop, report on and optimize the Outreach Calling algorithms (call list) to ensure the call list efficiency and effectively support the neighborhood optimization direction.  This position will serve as the Subject Matter Expert between our Markets and Outreach Center to ensure calling algorithms align to the optimization of neighborhood design and routing. 

This unique role provides the opportunity to directly contribute to WellBe’s growth as well as improve our ability to help people receive WellBe’s life-changing care.

SKILLS & COMPETENCIES

Required Skills and Abilities:

• Must have great interpersonal skills, excellent verbal and written communication skills
• Must possess the ability to listen effectively, navigate tough conversations, handle objections gracefully, and understand and address the needs of the business
• Demonstrated abilities with leveraging MS Office and Google Workspace software applications as it applies to data analysis, reporting and development of models.
• Demonstrated ability to organize, take initiative, lead and follow-up with little to no supervision
• Proven time management, multi-tasking, prioritization and follow-up skills in a rapidly changing environment
• Ability to think independently and make decisions, while adhering to company standards and guidelines
• Ability to work independently while being a productive member of the team
• Ability to work in a fast-paced dynamic growth environment

QUALIFICATIONS

Educational Requirements:

• Bachelor’s degree required, or elated field, or Equivalent experience, education and/or training may be substituted for the degree requirements.
• 10+ years leading process improvement teams/initiatives as well as reporting out to Senior Management on such process improvement initiatives.
• 10+ years data analytics with customization, designing solutions as well as reporting out on such solutions
• 8+ years proven experience with SQL, VBA, or similar programing languages
• 8+ years’ experience leading process improvement projects using Lean or Six Sigma methodologies
• 8+ years’ Tableau or other visual data representation software (Power BI, Excel, etc.) used for data analysis and reporting
• 5+ years of experience applying process improvement, data analytics, development and design in call center space, preferably in the healthcare industry
• Black Belt Six Sigma or Lean certifications
• Applied statistics experience

Preferred Skills:

• Geographical Information Systems experience, prefer experience with Click Software
• Data analysis in healthcare industry, with knowledge of regulatory privacy of information acts

Supervisory Responsibility: Potential future supervisory position

Travel requirements: Willing to travel up to 25% of the time

Work Conditions: Ability to lift up to 20lbs.  

• Requires prolonged sitting. May require some bending, stooping, twisting, and/or stretching from seated or standing positions
• Requires eye-hand coordination and manual dexterity sufficient to frequently operate a keyboard, telephone, copier, calculator and other office equipment
• Requires normal range of hearing and eyesight to record, prepare and communicate appropriate information via telephone or computer
• Requires moderate to intense concentration due to complexity and/or need to meet deadlines, and flexibility to readily adapt to a changing environment
• Must be able to lift 10 lbs. or more.

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.