Scheduling Support Team Lead
| Company | Homeward Health |
|---|---|
| Location | San Francisco, CA, USA, Austin, TX, USA, Chicago, IL, USA, Minnesota, USA, Michigan, USA |
| Salary | $64400 – $75600 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- Over 5 years of experience managing a Member Engagement team.
- Experience in building strong teams of customer service representatives, preferably in a healthcare organization, with a focus on delivery, performance, a positive culture, and translation of the mission into concrete deliverables.
- Superior track record of compliance leadership for operating in Medicare, Medicaid, or Affordable Care Act health plans.
- A strong metrics-driven approach, with a clear process for assessing performance, pilot testing solutions, tracking improvement, and scaling high-impact solutions.
- Ability to navigate complex operational problems, appropriately simplify and communicate the understanding of the problem across functions and levels of the organization, propose and gain buy-in for solutions, and implement solutions.
- Exceptional communication skills to support work with different groups of stakeholders and communicate process and progress to the organization.
- Empathetic, member-first attitude and approach as you help our members and potential members navigate healthcare.
- A strong track record of driving and delivering results: you make tactical and operational plans, collaborate cross-functionally to execute, and continuously improve processes and outcomes, as measured through key metrics, significant learnings, and similar.
Responsibilities
- Supervise the scheduling support team (7-8 specialists) and guide a team dedicated to providing exceptional scheduling support for our members.
- Ensure that all interactions between Scheduling Support (Engagement Specialists/Optimizations Agents) and members are conducted with the utmost professionalism and empathy, aligning with Homeward’s mission and vision.
- Support the team while they schedule initial appointments with the clinical/navigation care team. This includes rescheduling, pull forward, and stand by appointments.
- Oversee day-to-day operations, including team performance, individual and team goals, and metrics.
- Coach and motivate team members while recognizing high performance and accomplishments.
- Identify training needs and provide coaching.
- Foster a team culture where creativity and feedback are encouraged and sought.
- Address and resolve customer complaints and issues promptly.
- Be part of strategic discussions to improve quality and productivity.
- Assist with training and onboard new team members to ensure understanding of processes and practices.
Preferred Qualifications
- Having performed this role for a healthcare organization.
- Solid Call Center/Sales experience.
- A background that combines knowledge of Medicare plans, patient engagement strategies, and the ability to foster positive relationships with both team members and members we serve.