Manager, Digital Care Coordination – Responsive Care

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

📋 Description

• Lead, mentor, and cultivate a team of Digital Care Coordinators, supervisors, or leads as the team expands.

• Foster a service-oriented environment where team members feel acknowledged, supported, and valued.

• Manage goal setting, performance evaluation, career coaching, and the development of future leaders.

• Oversee the daily performance of the MyDevoted inbound chat queue, including response times, resolution rates, backlog, and member experience.

• Monitor real-time queue health and adjust staffing and priorities to ensure service levels are met.

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

• Support volume forecasting, capacity modeling, and staffing strategies.

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

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

• Design, document, and enhance workflows, macros, and escalation procedures.

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

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

• Conduct quality reviews and chat audits.

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

• Work closely with clinical, member services, care coordination, and operations leaders.

⛳️ Requirements

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

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

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

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

• Demonstrated ability to build, mentor, and expand 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 interested in automation and AI tools.

• Strong writing skills with the ability to communicate operational updates and risks clearly and empathetically to leadership.

• Must adhere to regulatory, privacy (HIPAA), and Medicare standards.

🏝️ Benefits

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

• Generous paid time off.

• $100 monthly mobile or internet stipend.

• Stock options available for all employees.

• Bonus eligibility for all positions, excluding Director roles and above.

• Parental leave program.

• 401K program.