WellBe Senior Medical Looking for Supervisor of Member Outreach at Chicago, Illinois Full Time

WELLBE INTRODUCTION

The WellBe care model is a Physician Led Advanced Geriatric Care Program focused on the quality of care of the frail, poly-chronic, and elderly Medicare Advantage patients. This population is typically underserved and very challenged with access to overall health 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. WellBe ‘s Care Model is to provide our members the entire continuum of care from chronic to urgent care in the home, hospital, skilled nursing facility, assisted living, palliative care, and 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.

Job Description:

GENERAL SUMMARY

The Supervisor of Member Outreach is a professional charged with coaching, mentoring, training, motivating and performance managing their assigned team of Outreach Specialists on a daily basis. Additionally, will be responsible on how to use along with their team; the daily operating systems/tools, familiar and adhere to company policies and procedures, address questions/complaints (team and members), and drive change management. Also assist in hiring new employees while monitoring their team’s success on an ongoing basis. Supervisors will also need to assist with guiding their team as it relates to quality assurance, keeping tallies of scheduled visits and pulling call lists. Supervisors will need to be able to help de-escalate calls and at times schedule patients.

SKILLS & COMPETENCIES

• Promote, lead by example, and ensure your team exemplifies the WellBe mission, vision and culture
• Ensure the team meets its goals and objectives through effective hiring, performance management, coaching and career development
• Put in place new ideas and best business practices and drive these initiatives forward
• Directly handle, respond, resolve and escalate, as necessary, all complaints to the appropriate parties in a timely manner
• Review, respond and help resolve complex issues and questions related to the position and team
• Educate and train team members regarding proper system utilization, day-to-day operations, program information, and compliance to company, state and federal requirements
• Identify, analyze and advise management on work-flow issues, performance trends and provide recommended solutions, take action
• Daily review and interpretation of telephony related systems, performance and reports applicable to the Supervisory level with corresponding recommended actions to take based on related information
• Develop, implement and maintain materials and programs ensuring production and quality standards are met
• Great communication skills and strong Team Player
• Effectively work and communicate within and cross departmentally
• Ability to perform the task of an Outreach Specialist as needed
• Other tasks needed to accomplish team’s objectives/goals

Job Requirements:

Educational Requirements:

• HS Diploma or equivalent
• Preferred 2-year degree or equivalent college credit

Required Skills and Abilities:

• 5+years Call/Contact center background experience, minimum in bound and outbound
• 2-3 years in Call/Contact center supervisory experience leading agent teams of 15 or more
• Familiarity with using RingCentral telephony system at an agent and supervisory level; equivalent type telephony type systems acceptable
• Familiar with using and leading teams using telephony omnichannel outreach channels (chat, SMS, email, social media, inbound and outbound)
• Preferred experience in contact center health care outreach
• Competency in Google Workspace, MS Office software suite
• Experience with EHR systems (like AaNeel) and routing software like Click would be a bonus
• Preferred experience with HIPPA compliance rules

PERFORMANCE INDICATORS

• Ensure team is hitting all key metrics such as: total calls made, scheduled appointments, Quality Assurance, cancelation rates and completion rates as required

Supervisory Responsibility :

• Supervisory of a team of Outreach Specialists for omnichannel calls ( inbound, outbound, text, email, SMS, social media

Travel requirements:

• Travel may be required up to 5% locally or nationally

Work Conditions:

• Standard office work conditions of sitting at desk and using electronic devices for long periods of time
• Office temperatures may vary

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.