Job DescriptionA bit more about this role:Our Outbound Guide teams have the opportunity to make a difference every single day in the complex world of health care. We engage proactively with members to offer personalized care like scheduling important appointments, enrolling in clinical programs, or solving problems on behalf of our members. We also help members know, use, and love their benefits. And we do this while aiming to treat every member as we would our own family.
In this role, you'll lead the strategic and operational aspects of various Outbound functions. You'll focus on program design and execution, optimizing workflows, solving workflow and operational challenges with and across stakeholders, and leveraging data-driven insights to improve both performance results and outcomes for our members.
We're looking for someone passionate about operational excellence and delivering measurable impact through their leadership. If you thrive on leading people, creating transformative programs, and driving outcomes that matter for the members we serve, we want you! 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 and Impact will include:- Execution of the operational strategy and roadmap for your function
- Working with senior-level stakeholders and clinical leaders across Devoted Medical and Devoted Health Plan to develop, implement, and execute successful programs and initiatives
- Driving operational performance to achieve ambitious goals related to member outreach, engagement, and member problem solving
- Establishing performance metrics aligned with clear business objectives
- Directing and leading the work of our Managers, and their teams of Supervisors and Guides
- Owning org design via forecasting team allocation across programs, budgeting insight, and identifying any missing jobs to be done
- Creating dashboards, scorecards, and tools to evaluate the performance of your teams across multiple programs
- Understanding the details of the teams' workflows and where to draw the line on standardization/compromise
- Scaling the team - increasing yield and efficiency within each program by identifying operational bottlenecks
- Partnering with technical product managers and engineers to improve to help support your teams workflows and scale
- Representing your team and their performance to multiple stakeholders and senior executives
- Developing and mentoring your leaders to support their growth
- You comfortably push and champion your team's charter
- You can articulate and break down complex information
- You're passionate about process improvement and efficiency
- You're a service-oriented leader - you develop engaged teams that have a deep culture of service to members
- The ability to work in a startup environment: which means being transparent in your work, what's going well, what's not
Required skills and experience:- 5+ years leading operations across multiple workstreams
- Demonstrated ability to drive new initiatives and achieve direct business outcomes
- Experience managing and developing a high-performing team of Leaders
- Strong analytical skills - you like making sense of operations through data, can establish quantitative goals, monitor and adjust accordingly
- You're a great team member with a can-do attitude
- Health insurance or healthcare experience a plus
- Experience effectively influencing key decision-makers to drive outcomes and championing your work
- Excellent written and verbal communication skills
Salary range: $182,000-216,000 annually
The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.
Our Total Rewards package includes:
- Employer sponsored health, dental and vision plan with low or no premium
- Generous paid time off
- $100 monthly mobile or internet stipend
- Stock options for all employees
- Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
- Parental leave program
- 401K program
- And more....
*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.
