Job DescriptionA bit more about this role: The Complex Care Department is at the heart of this goal: we are a highly collaborative, multidisciplinary team of physicians, nurse practitioners, case managers, social work care managers, community health workers, and outreach coordinators united by our mission to build a better care delivery system for Devoted's most complex members. Through a mixture of in-home and virtual interventions, we provide whole-person clinical, social and logistical support for patients with complex chronic conditions, frail elders, and patients at high risk of hospital admissions. Our outreach team plays the vital role of program ambassador, resourceful connector, and scheduling logistics maestro, working in close partnership with the rest of our multidisciplinary team to ensure we're treating each patient as we would our own family.
The Manager of Outreach and Engagement position is an amazing opportunity for a super energetic, detail-oriented servant leader & advocate, a creative problem solver who inspires & enables those they lead by deeply understanding their team's day-to-day reality, and continuously anticipates & demolishes barriers to individual & program-wide success. As a manager, you will directly supervise outreach coordinator supervisors and will be responsible for the performance of the Complex Care Outreach team. You will work closely with Complex Care Department leadership, frontline managers for interdisciplinary roles, our non-clinical trainer, and cross-functional teams across Devoted Medical to optimize outreach and engagement workflows across Complex Care. This includes playing a critical role in team growth planning, conducting audits and tracking team performance, and providing thoughtful feedback to the supervisors with guidance on process improvement to the Complex Care leadership team. This role is both a people leader and an operator. You'll coach and develop our continuously growing team, and you'll own the operational engine behind it: analyzing performance, refining workflows, and making daily operations run smoothly across the Complex Care programs.
Your responsibilities and impact will include:- Leading a team of supervisors and outreach coordinators, fostering a collaborative environment, and supporting professional growth through coaching and goal setting.
- Developing and monitoring an effective data-driven performance management system to track progress against goals and identify trends and opportunities for improvement.
- Designing, documenting, and refining workflows to make outreach operations effective and efficient and improving engagement across programs.
- Working closely alongside other leaders in the Complex Care department to ensure cohesive interdisciplinary leadership and achieving shared goals.
- Being the primary point of contact for the Complex Care Outreach team, independently resolving most people-management and operational questions.
- Partnering with product and technology teams to improve tooling, including automation and AI-assisted opportunities.
Required skills and experience:- 4+ years of experience in service, contact center, digital support, or healthcare operations, with accountability for quality and productivity
- 3+ years of people leadership experience managing front-line teams
- Analytical Skills: Confident using analytical tools and data to understand operations, set quantitative targets and track goals
- Tech-Savvy: Quick to learn new workflows and tools and curious about automation and AI tools that improve the patient experience
- Communication: Clear, empathetic communication and the ability to communicate operational updates and risks to leadership
Desired skills and experience:
- Scaling Teams: Proven ability to build, mentor, and scale operational teams in a fast-growing environment
- Building Analytical Tools: Demonstrated ability to develop and implement analytical tools (e.g., create dashboards)
- AI Experience: Prior experience designing and deploying AI tools is a plus
Salary range: $73,000 - $98,000 annually
#LI-REMOTE
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.
