Job Description

A bit about this role:
Members increasingly reach out to us through MyDevoted, and every message is a chance to show them they're cared for like family. The Manager, Digital Care Coordination will lead the team of Digital Care Coordinators who manage the inbound chat message queue for our innovation hub in MyDevoted. They make sure members get fast, accurate, and caring responses, and that each need is resolved or routed to the right place.

This role is both a people leader and an operator. You'll coach and develop a growing team, and you'll own the operational engine behind it: analyzing performance, modeling volume and staffing, refining workflows, and making daily operations run smoothly as the digital channel scales. You'll work closely with clinical, product, and operational partners to shape how digital care coordination works at Devoted.

Your responsibilities and impact will include:

• Team Leadership
  • Lead, coach, and develop a team of Digital Care Coordinators (and supervisors or leads as the team grows)
  • Build a service-oriented culture where members feel heard, supported, and cared for in every interaction
  • Handle individual goal setting, performance management, and career coaching, and develop future leaders from within the team
• Chat Queue Operations
  • Own daily performance of the MyDevoted inbound chat queue, including response times, resolution rates, backlog, and member experience
  • Monitor real-time queue health and adjust staffing and priorities to meet service levels
  • Make sure member needs are escalated or handed off appropriately to care coordinators, nurse case managers, clinicians, and other teams
• Operational Analysis & Modeling
  • Execute tasks supporting volume forecasts, capacity models, and staffing plans to support a growing team and channel
  • Develop, track, and report on KPIs (e.g., speed to response, time to resolution, quality scores, member satisfaction) and turn trends into action plans
  • Use data to find root causes of recurring member needs and recommend upstream fixes
• Workflow Design & Continuous Improvement
  • Design, document, and refine workflows, macros, and escalation protocols for digital care coordination
  • Partner with product and technology teams to improve MyDevoted chat tooling, including automation and AI-assisted opportunities
  • Pilot new initiatives within the innovation hub and scale what works
• Quality & Compliance
  • Run quality reviews and chat audits to ensure accurate, compliant, and empathetic communication
  • Make sure team practices meet regulatory, privacy (HIPAA), and Medicare requirements
  • Develop and maintain training and onboarding for new team members
• Cross-Functional Partnership
  • Collaborate with clinical, member services, care coordination, and operations leaders to align on goals and remove blockers for members

Required skills and experience:

• 4+ years of experience in service, contact center, digital support, or healthcare operations, with accountability for quality and productivity
• 1–2+ years of people leadership experience managing front-line teams

Desired skills and experience:

• Digital Channel Expertise: Experience managing chat, messaging, or other asynchronous digital support queues, ideally in healthcare
• Analytical & Modeling Skills: Confident using data to understand operations, forecast volume, build staffing models, and set quantitative goals
• Scaling Teams: Proven ability to build, mentor, and scale operational teams in a fast-growing environment
• Healthcare Knowledge: Familiarity with Medicare Advantage, care coordination, and member-facing healthcare workflows
• Tech-Savvy: Comfortable with CRM and messaging platforms, and curious about automation and AI tools that improve the member experience
• Communication: Clear, empathetic writing and the ability to communicate operational updates and risks to leadership

Salary range:$78,000 - $125,000 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.