Manager, Outreach and Engagement - Complex Care

Job Description

A bit more about this role: 

Devoted Medical was founded on the belief that if we treat each member like we would our loved ones, we can meaningfully improve healthcare experiences and outcomes for some of America’s most vulnerable patient populations.   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.

Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.