WELLBE INTRODUCTION
The WellBe care model is a Physician Led Advanced Practice clinician driven geriatric care (care of older adults) team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients. This population is typically underserved and very challenged with access to care. To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care – from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care. WellBe's physician/advanced practicing clinician led geriatric care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum.
GENERAL SUMMARY
We are seeking a Director Outreach Operations to lead our member outreach operational efforts at WellBe. This leader will help provide guidance, focus and execution to the daily and strategic operational direction of the Outreach Center to include but not limited to inbound, outbound, and omnichannel. Work as a cross-functional leader to build and support transparent, impactful and collaborative outreach related reporting, analytics, WFO and Dialer Administration/Development within WellBe. Achieve results, drive initiatives to improve the efficiency and effectiveness of processes and procedures, seek out best practices to support scalable growth with a focus on people, processes and technology. Establish a culture that supports best in class service to our membership and is aligned to the WellBe core values. You will have the opportunity to shape and execute the WellBe outreach team, strategy and leadership reporting to you. You must have proven Outreach Center management experience within operations, reporting/analytics, dialer administration/development, WFO and omnichannel implementation/execution with a passion for patient satisfaction.
Role & Responsibilities
- Oversee all aspects of the daily operations of our Outreach Center, overall team performance and drive strategic direction.
- Develop and establish division goals, accelerate our member engagement and communication model to drive overall performance.
- Define & implement strategies to improve member experience and engagement, scale multiple teams, develop talent and improve retention.
- Participate in the development of roles, enhancement of tools, and assessment of outreach center effectiveness and efficiency.
- Implement growth strategy and develop new processes as necessary to enhance WellBe centralized outreach center performance.
- Build collaborative relationships within the outreach center leadership team as well as cross functionally that fosters productive partnerships and encourages process improvement.
- Prepare reports and analyze outreach center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Participate in the strategic oversight of the Outreach Center developing tools and assessing call center effectiveness and efficiency.
- Work closely with the Vice President of Contact Center Operations to develop and best-fit improvement plans as well as make recommendations and needed adjustments based on employee and member feedback.
- Championing change and improvements across the patient experience.
- Other tasks needed to accomplish team’s objectives/goals.
Job Requirements
Educational Requirements:
- Bachelor’s degree in business or equivalent experience.
- 10+ years of current experience in operations management within a contact center, preferably running a contact center operations center.
- 5+ years of current experience managing large teams and building structure and processes.
Required Skills and Abilities:
- Proficient in Microsoft Office Suite, especially Microsoft Excel, Word, and PowerPoint.
- Experience using a Customer Relationship Management (CRM) systems (Salesforce).
- Proficiency in call center software administration/development (CCaaS) (e.g. RingCentral, NICE, Etc.).
- Proficiency with navigating EHR and scheduling systems.
- Proficiency in WFO software administration/development.
- Proficiency in reporting, analytics related to contact center operations.
- Healthcare industry (Medicare) knowledge is a plus.
- Desire to tackle complex challenges and transform them into solutions.
- Proven ability in managing multiple priorities, with the ability to work in a fast-paced environment.
- Ability to form solid cross-functional relationships and influence others to drive to a common goal.
- Strong organizational, problem-solving and analytical skills.
- Demonstrated strategic and impactful leadership with global support teams in highly collaborative environments.
- Other tasks needed to accomplish team’s objectives/goals.
Supervisory Responsibility: Supervisory responsibilities.
Travel requirements: Travel may be required up to 25% locally or nationally.
Work Conditions: Ability to lift up to 20lbs. Moving lifting or transferring of patients may involve lifting of up to 50lbs as well as assist with weights of more than 100lbs.
- Ability to stand for extended periods.
- Ability to drive to patient locations (i.e., home, hospital, SNF, etc.).
- Fine motor skills.
- Visual acuity.
The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of this role.
