Overall PurposeResponsible for patient outreach strategies and outcomes to fill our Senior Wellness Centers. Oversees all outreach tactics, recommends technology improvements to make us more efficient, participates in capacity planning, escalates any issues with technology or processes, and ultimately drives performance against visit volume goals.
Work Location & ScheduleThis role offers a hybrid work arrangement. Candidates will follow our hybrid schedule, working in office three days per week.
Essential Functions- Participate in short- and long-term planning to impact performance on outreach, scheduling volume, and completed appointments for multiple markets.
- Maintain constant monitoring of outreach and visit completion performance and prepare weekly and monthly reports for leadership noting any technical, process, or people issues impacting performance.
- Formulate, optimize, and execute patient engagement strategies including channels, tactics, prioritization, and incentives.
- Engage in provider capacity planning and outreach capacity planning to ensure appropriate budgeting and staffing levels.
- Monitor ED visit volume and implement ED Follow-Up marketing campaigns to drive inbound volume to our 24/7/365 Access Center.
- Collaborate on effective marketing strategies to supplement telephonic outreach strategies.
- Support development of call center capabilities nationally.
- Assign staff strategically based on skills and needs.
- Manage direct and indirect reports, including recruiting, performance assessments, and support of professional development and career progression.
- Execute policies, protocols, and procedures in collaboration with operational and clinical leaders.
- Collaborate with payer partners and oversee vendor performance and service level adherence, including compliance and performance of outreach activity from vendor partners.
- Ensure compliance with company and CMS regulatory requirements.
- Perform other duties as assigned.
Knowledge, Skills and Abilities- Strong judgment, adaptability, and creativity in response to changing needs.
- High integrity, initiative, honesty, and leadership ability.
- Results-oriented with energy and drive for organizational growth and success.
- Extensive managed care experience with knowledge of key performance drivers.
- Expertise in Medicare Advantage and value-based care models.
- Preferred: patient outreach and engagement experience, call center skills
- Strong customer service orientation and effective communication skills.
- Professional appearance, demeanor, and communication delivery.
- Exceptional organizational and time management skills with the ability to prioritize.
- Strong follow-through with measurable results tracking.
- Ability to maintain confidentiality.
- Skilled in coaching, mentoring, and problem-solving.
- Capable of working independently and collaboratively with integrity, sound judgment, urgency, and analytical ability.
Experience- Minimum 3-5 years in healthcare industry with IPA/Medical Group, Health Plan, or hospital experience, or value based care company directly managing outreach and engagement responsibilities.
- 3-5 years in Medicare Advantage, CMS, and/or CMMI programs such as ACO or DCE models.
- 3-5 years in complex project management and cross-collaboration.
- Preferred: Practice management, pharmaceutical sales, or medical device sales experience.
- Proficiency with MS Office suite; ability to learn new technical skills.
- Comfortable with public speaking; strong verbal and written communication skills.
Education- Bachelor's degree in Business, Healthcare, or related field required
Travel- Travel within assigned region up to 25% of work schedule to train employees, participate in meetings, etc.
Pay range: $85,000-98,000 annually depending on experience
