Manager, Caregiver Engagement Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of Caregiver Experience Outcomes.

• Responsible for NPS performance and driving trend improvements.

• Collaborate cross-functionally with subject matter expert leaders to define and operationalize the caregiver experience throughout the entire journey.

• Identify experience gaps and implement measurable enhancements.

• Transform insights into actionable changes.

• Gather and synthesize caregiver feedback through various channels.

• Convert insights into distinct operational modifications, standards, and workflows.

• Collaborate with clinical, operations, and product teams to execute changes.

• Promote Operational Consistency.

• Define the benchmark for what constitutes excellent caregiver touchpoints.

• Establish and uphold standard processes that minimize variability in experience.

• Monitor compliance and performance against established experience standards.

• Lead Caregiver Voice Programs.

• Oversee and enhance the Patient Family Advocacy Council (PFAC).

• Design and manage peer-to-peer caregiver support initiatives.

• Ensure the caregiver perspective is consistently represented in decision-making processes.

• Empower Teams to Deliver.

• Collaborate with Learning & Development to incorporate experience standards into training.

• Alleviate cognitive burden by streamlining workflows related to caregiver interactions.

• Provide teams with necessary tools, guidance, and feedback mechanisms.

• Measure and Report.

• Monitor leading indicators related to trust, engagement, and satisfaction.

• Report performance, insights, and actions to leadership.

⛳️ Requirements

• 3-5+ years of experience in operations, customer experience, or service delivery.

• Background in working with Medicaid families and caregivers.

• Demonstrated success in enhancing customer or patient experience metrics.

• Experience in building and scaling processes within a complex, cross-functional landscape.

• Strong capability to convert qualitative insights into operational changes.

• Experience in healthcare or value-based care is preferred.

🏝️ Benefits

• Competitive medical, dental, and vision insurance.

• Healthcare and Dependent Care FSA; Company-funded HSA.

• 401(k) with 4% match, fully vested from day one.

• Employer-covered short and long-term disability.

• Life insurance equal to 1x annual salary.

• 20 days of PTO plus 10 Company Holidays & 2 Floating Holidays.

• Paid leave for new parents.

• Additional benefits to be outlined in the offer.