Manager, Digital Care Coordination

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

📋 Description

• Lead, mentor, and develop a team of Digital Care Coordinators as well as future supervisors or leads.

• Foster a service-oriented culture that emphasizes supportive interactions with members.

• Oversee goal setting, performance management, career coaching, and leadership development.

• Manage the daily performance of the MyDevoted inbound chat queue, focusing on response times, resolution rates, backlog, and member experience.

• Monitor real-time queue health and adjust staffing and priorities to meet service standards.

• Ensure that member needs are appropriately escalated or transferred to care coordinators, nurse case managers, clinicians, and other teams.

• Assist in volume forecasting, capacity modeling, and staffing planning.

• Develop, track, and report on operational KPIs, translating trends into actionable plans.

• Utilize data to identify root causes of recurring member needs and suggest upstream solutions.

• Design, document, and refine workflows, macros, and escalation protocols.

• Collaborate with product and technology teams to enhance MyDevoted chat tools, including exploring automation and AI-assisted opportunities.

• Pilot new initiatives within the innovation hub and scale successful strategies.

• Conduct quality reviews and chat audits to guarantee accurate, compliant, and empathetic communication.

• Ensure that team practices comply with regulatory, privacy (HIPAA), and Medicare requirements.

• Develop and maintain training and onboarding materials for new team members.

• Work in partnership with clinical, member services, care coordination, and operations leaders to align goals and eliminate member obstacles.

⛳️ Requirements

• Minimum of 4 years of experience in service, contact center, digital support, or healthcare operations, with a focus on quality and productivity.

• 1 to 2 years of leadership experience managing front-line teams.

• Experience in managing chat, messaging, or other asynchronous digital support queues, preferably in the healthcare sector.

• Proficient in using data to understand operations, forecast volume, build staffing models, and establish quantitative objectives.

• Demonstrated ability to build, mentor, and scale operational teams in a rapidly growing environment.

• Knowledge of Medicare Advantage, care coordination, and member-facing healthcare workflows.

• Comfortable with CRM and messaging platforms, and eager to explore automation and AI tools.

• Excellent, empathetic writing skills with the ability to communicate operational updates and risks to leadership.

🏝️ Benefits

• Employer-sponsored health, dental, and vision plans with low or no premium.

• Generous paid time off.

• Monthly stipend of $100 for mobile or internet expenses.

• Stock options available for all employees.

• Bonus eligibility for all positions excluding Director and above.

• Parental leave program.

• 401K program.