Operations Outreach Manager

WELLBE INTRODUCTION

WellBe has set out to change how medical care is delivered across the country. By providing home-based medical care to patients who need it most, WellBe is changing lives by delivering compassionate medical care, wherever our patients call home. Our care team includes Physicians, Nurse Practitioners, Social Workers, Pharmacists, and other team members that provide holistic geriatric care (care of older adults).  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. WellBe's clinician-led geriatric care teams provide concierge-level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum. Our services are 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.  Joining WellBe means joining a growing, purpose driven organization to deliver the highest quality and compassionate care to our senior communities and to make a difference in lives every day.

GENERAL SUMMARY

We are seeking an operations professional with people management background to join us as an Operations Outreach Manager.  You will 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  management experience and a passion for patient satisfaction.

SKILLS & COMPETENCIES

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

• Support and drives division goals, accelerates our member engagement and communication model to drive overall performance.
• Drives 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.
• Supports growth strategy, oversee, and identify new processes as necessary to enhance WellBe centralized outreach center performance.
• Builds collaborative relationships within the outreach center from the engagement specialists to the leadership team as well as cross functionally that fosters productive partnerships and encourages process improvement.
• Prepares reports and analyze outreach center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Participates in the strategic oversight of the Outreach Center developing tools and assessing call center effectiveness and efficiency.
• Works closely with the Outreach Leadership Team to support developing a best in class culture and customer service environment aligned to WellBe’s vision, mission and values.
• Champions change and improvements across the outreach center resulting in enhanced patient experience.

QUALIFICATIONS

Educational/ Experience Requirements:

• Bachelor’s degree in business or equivalent experience in lieu of degree
• 3+ years of current experience in management; contact center experience is a plus
• 5+ years of current experience managing teams of 10+ associates, building structure, processes, and culture

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, NICE In-Contact) preferred
• Proficiency with navigating EHR and scheduling systems preferred
• 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 impactful leadership, team collaboration, development, and growth highly collaborative growth environment.

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