Supervisor, Outreach Operations
Job Posting for Supervisor, Outreach Operations at Honest Medical Group
Who You Are
You are devoted, compassionate, and enjoy being on the front lines in healthcare, changing the lives of your patients. You are passionate about getting to the root cause of a patient's conditions, removing social determinants of healthcare, and ensuring the highest possible quality of life for those in your care. You don't want to sacrifice quality over quantity, and you aim to provide the same level of care and commitment to your patients that you would to your own family member.
Does this sound like you? If so, we should talk.
Who We Are
We are Honest Medical Group, a groundbreaking team of health care professionals focused on making a major impact in health care. At Honest, we align every aspect of our company to support patients and providers. We are devoted to purpose and inspired by innovation. We embrace our communities and lead with kindness. We drive health improvements, create a seamless member experience, and eliminate unnecessary cost. We listen to the needs of our patients and our employees—continually working to push beyond the status quo.
For us, it's all in an Honest day's work.
Your Role
The Supervisor of Outreach Operations will play a crucial role in managing the outreach staff, overseeing the scheduling and execution of home visits, and ensuring adherence to the established outreach plan. This individual will be responsible for maintaining high standards of quality assurance and performance metrics to optimize patient care outcomes and ensure established production goals are met.
Primary Functions Include:
- Manage and lead the outreach team, including hiring, training, and performance management.
- Develop and implement outreach strategies to engage patients and promote the benefits of home visits.
- Collaborate with relevant stakeholders to coordinate the scheduling of home visits as needed.
- Establish and maintain quality assurance processes to ensure the highest standards of care delivery.
- Monitor outreach activities and performance metrics to ensure established production goals are met.
- Make outreach calls to support team efforts to meet production goals and to stay in tune with developing issues and processes to further refine operational processes and workflows.
- Analyze data and trends to identify areas for improvement and implement action plans accordingly.
- Ensure compliance with regulatory requirements and company policies.
- Foster a culture of continuous improvement and teamwork within the outreach team.
- Build out reporting packages for key stakeholders to help monitor and report on activity progress and key performance indicators. Develop and continuously monitor the outreach team infrastructure to ensure scalability with growth, standardization of processes, and effective training within the team.
- Perform other related responsibilities as assigned.
How You Qualify
You reviewed the Who You Are section of this job posting and immediately felt the need to read on. This makes you a match for our innovative culture. You accept things change quickly in a startup environment and are willing to pivot quickly on priorities.
- Bachelor's degree or 4 years of relevant call center experience
- 2 years of experience in patient outreach, engagement, or a related role within the healthcare sector
- Previous experience managing a call center team preferred, including demonstrated ability to lead, motivate, and coach team members to achieve performance goals and deliver exceptional customer service
- Proven track record of developing and implementing successful outreach strategies
- Excellent organizational and analytical skills, with attention to detail
- Proficient in efficient scheduling processes to maximize conversion and reach rates
- Managed care experience preferred
- Bilingual in English and Spanish preferred
- Experience in using, building, and maintaining of Customer Relationship Management (CRM) systems
- Proficiency with Microsoft Office Suite, specifically excel
How You are Supported
- As a full-time team member, you will benefit from Honest's exceptional total rewards package, including competitive base pay with bonuses, paid time off starting at 4 weeks for full time employees, 12 paid holidays per year, reimbursement for continuing medical education, 401k with match, health, dental, and vision insurance.
- As a part-time team member, you will benefit from Honest's total rewards package, including competitive base pay with bonuses, pro-rated paid time off, paid holidays, reimbursement for continuing medical education, 401k with match.
- Family friendly policies that support paid parental leave and flexible work arrangements
- As a team member you'll be supported by our robust commitment to training and development that starts with onboarding and continues throughout your career with Honest
- You will collaborate with like-minded healthcare professionals who, like you, understand the importance and value of Honest's high-quality, value-based, care model.
Honest is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
Honest is committed to working with and providing reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process should email talent@HonestMedicalGroup.com for assistance. Reasonable accommodation will be determined on a case-by-case basis.
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