Outbound and Engagement Supervisor

Position Summary

The Outbound Engagement Supervisor oversees Outbound Engagement Specialists that make and/or receive calls primarily to/from attributed potential members provided by payors to Eleanor Health.

The Outbound Engagement Supervisor is the leadership component of the team and is responsible for the overall management of their assigned team. They are a critical component to the development and success of their staff members, who provide attributed members with the ability to “access” Eleanor Health services.

This role will report to Eleanor’s Outreach and Engagement Director.

Essential Functions 

• Manage a team of 5 to 15 direct reports including outbound specialists and team lead
• Develop, mentor and lead to provide highest quality standard across team while driving solutions for efficiencies
• Support and provide hands on training 
• Implement monthly and annual engagement goals and strategies, and evaluate results accordingly working closely with the analytics team.
• Demonstrated analytical and root cause analysis skills for process improvement initiatives
• Maintains a current understanding for population health contracts and scripting and scheduling protocols for attributed community members, 
• Actively demonstrates a dedication to meeting the expectations and requirements from internal and external community members; always acts with the community member in mind.
• Conduct performance evaluations and reviews on direct reports and provide timely feedback on a monthly, quarterly, bi-annual, and/or annual basis
• Ability to work independently and as part of a team within a secure and reasonably quiet work from home environment
• Ability to successfully operate within a variety of computer programs: Salesforce, Athena, Collective Medical, Bamboo Health, G-Suite, Vonage, and others.
• Excellent oral and written communication skills
• Foster and cultivate a high-energy and positive environment
• Other duties as assigned
• Schedule flexibility, M-F
• Must have reliable and secure access to the internet

Education and Experience

• Minimum 2 years supervisory experience leading a high performing telephonic customer service team including but not limited to outbound calling or sales or business development team.
• Minimum of 2 years experience in team building, training, staffing, and quality assurance required
• 2 years experience in a healthcare environment preferred
• Minimum of a high school diploma or equivalent, Bachelor’s Degree preferred
• Knowledge of managed care processes and health insurance coverage preferred
• Availability for Mountain and Pacific Time shifts preferred; (9-6 pm PST/12-9 pm EST)
• Experience with Salesforce Health Cloud or Electronic Medical Records preferred
• Strong customer service and problem-solving skills
• Familiarity and experience with any of the following: GSuite, Slack, Zoom, Mobile Device Management (MDM), Jamf, VOIP, Atlassian JIRA, Confluence, and Office 365 preferred.
• Familiarity and experience working with member data, payor files and a data engineering team preferred.
• Familiarity with HIPAA and managing compliance within a digital health organization (not required, but nice to have)
• Excellent organization skills and ability to manage multiple projects in various stages of development
• Demonstrated performance managing and inspiring a culturally and professionally diverse team.
• Strong interpersonal, relationship-building, and listening skills, with a natural, consultative style.
• Ability to energize, communicate, and build rapport at all levels within an organization
• You're self-directed, confident, able to work in a fast-paced environment, and are aligned with Eleanor Health’s mission
• You love teaching and learning and being a part of a team - you’re excited to pick up new skills or investigate new technologies, and equally able to share that knowledge with others

Work Environment

The work environment is remote - work from home.  As Protected Health Information (PHI) may be discussed in meetings or accessed in day to day activities, a quiet and secure environment is necessary.

Compensation & Benefits

The total target compensation range for this position is $60,000.00 - $65,000.00. The actual compensation offered depends on a variety of factors, which may include, as applicable, the applicant’s qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job. Individuals employed in this position may also be eligible to earn bonuses.

Eleanor Health offers a generous benefits package to full-time employees, which includes

• • Flexible PTO policy and a remote work environment- unplug, relax, and recharge! 
  • 9 observed company holidays + 3 floating holidays- We encourage you to use the additional 3 floating holidays to accommodate personal beliefs/practices
  • Wellness Days - In lieu of “Sick Time” which typically applies only when you are ill, we encourage you to proactively manage your overall wellbeing, both physical and mental, as well as the wellbeing of those who play important roles in your life.
  • Fully covered medical and dental insurance plan, with affordable vision coverage.- We are a health first company, and we strive to make our plans affordable and accessible 
  • 401(k) plan with 3% match. We are excited to be able to support the long-term financial well-being of our team in a way that reinforces Eleanor’s commitment to equity.
  • Short-term disability- We understand that things happen, we want you to feel comfortable to take the time to get better.
  • Family Medical Leave- Eleanor Health’s Paid Family & Medical Leave (“PFML”) is designed to provide flexibility and financial peace of mind for approved family and medical reasons such as the birth, adoption, or fostering of a child, and for serious health conditions that they or a family member/significant other might be facing.
  • Wellness Perks & Benefits- Mental Health is important to us and we want our employees to have the accessibility they deserve to talk things through, zen with a mindfulness app, or seek assistance from health advocates
  • Mindfulness App Reimbursement
  • 1 year subscription to TalkSpace
  • Paid Membership to Health Advocate, One Medical, and Teladoc

About Eleanor Health

Eleanor Health is the first outpatient addiction and mental health provider delivering convenient and comprehensive care through a value-based payment structure. Committed to health and wellbeing without judgment, Eleanor Health is focused on delivering whole-person, comprehensive care to transform the quality, delivery, and accessibility of care for people affected by addiction.

To date, Eleanor Health operates multiple clinics and a fully virtual model statewide across Louisiana, Massachusetts, New Jersey, North Carolina, Ohio, Texas, and Washington, delivering care through population and value-based partnerships with national and regional payors, employers, and other stakeholders.

If you are passionate about providing high quality, evidence based care for individuals with substance use disorder through an innovative practice, and about building a great business that makes a difference, Eleanor Health is an ideal opportunity for you. We seek highly skilled, motivated and compassionate individuals who take responsibility and adapt quickly to change to join our deeply committed and collaborative team.

 Job Type: Full-time