Engagement Team Lead

Homeward is rearchitecting the delivery of health and care in partnership with communities everywhere, starting in rural America. Today, 60 million Americans living in rural communities are facing a crisis of access to care. In the U.S. healthcare system, rural Americans experience significantly poorer clinical outcomes. This trend is rapidly accelerating as rural hospitals close and physician shortages increase, exacerbating health disparities. In fact, Americans living in rural communities suffer a mortality rate 23 percent higher than those in urban communities, in part because of the lack of access to quality care.

Our vision is care that enables everyone to achieve their best health. So, we’re creating a new healthcare delivery model that is purpose-built for rural America and directly addresses the issues that have historically limited access and quality. Homeward supports Medicare-eligible beneficiaries by partnering with health plans, providers, and communities to align incentives – taking full financial accountability for clinical outcomes and the total cost of care across rural counties.

As a public benefit corporation and Certified B Corp™, Homeward’s mission and business model are aligned to address the healthcare, economic, and demographic challenges that make it challenging for rural Americans to stay healthy. Our Homeward Navigation™ platform uses advanced analytics to connect members to the right care and local resources that address social determinants of health and improve holistic health outcomes. Since many rural communities lack adequate clinical capacity, Homeward also employs care teams that supplement local practices and reach people who cannot otherwise access care.

Homeward is co-founded by a leadership team that defined and delivered Livongo’s products, and backed most recently by a $50 million series B co-led by Arch Ventures and Human Capital, with participation from General Catalyst for a total of $70 million in funding. With this leadership team and funding, Homeward is committed to bringing high-quality healthcare to rural communities in need.

What you’ll do:

• Supervise and guide a team dedicated to providing exceptional scheduling service to members.
• Ensure that all interactions between Engagement Specialists 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.
• 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.
• Train and onboard new team members to ensure understanding of processes and practices.

What you bring:

• 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.

Bonus Points:

• 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.

What Shapes Our Company:

• Deep commitment to one another, the people and communities we serve, and to care that enables everyone to achieve their best health
• Compassion and empathy
• Curiosity and an eagerness to listen
• Drive to deliver high-quality experiences, clinical care, and cost-effectiveness
• Strong focus on the sustainability of our business and scalability of our services to maximize our reach and impact
• Nurturing a diverse workforce with a wide range of backgrounds, experiences, and points of view
• Taking our mission and business seriously, but not taking ourselves too seriously– having fun as we build!

Benefits:

• Competitive salary, equity grant, generous paid time off
• Comprehensive benefits package including medical, dental & vision insurance with 100% of monthly premium covered for employees
• Company-sponsored 401k plan
• Flexible working arrangement

Compensation: $60000 - $70000 annually. Salary is based on qualifications, experience, skillset, and location. At Homeward, a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you have yet to gain experience in the areas detailed above, we hope you will share your unique background with us in your application and how it can be additive to our teams.

Homeward is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Homeward is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.