Operations Manager, Engagement Contact Center

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.

The Opportunity

About the Role:
We are seeking an Operations Manager, Engagement Contact Center to oversee the day-to-day operations of our Scheduling Support team. This individual will manage a team of agents responsible for ensuring efficiency, productivity, and operational excellence while optimizing our member scheduling processes. The ideal candidate is a problem-solver with a data-driven mindset who can balance operational efficiency with member engagement and experience. 

While this role directly manages a team of specialized scheduling optimization agents, responsibilities will also include overseeing the workforce planning needs for the entire contact center operations. 

Key Responsibilities:

• Lead, mentor, and support a team of Scheduling Support agents.
• Implement and optimize scheduling optimization strategies to maximize efficiency and appointment utilization.
• Analyze activity and statistical operational data, including call volume, service level standards, performance, and quality metrics.
• Plan and prepare employee work schedules to ensure accuracy and efficiency.
• Oversee patient appointment confirmations and reminders to reduce no-shows and cancellations.
• Ensure visits are successfully completed by managing scheduling adjustments and proactively addressing potential barriers.
• Identify and implement process improvements to streamline operations and increase efficiency.
• Collaborate cross-functionally with operational, clinical, and technology teams to improve scheduling workflows and enhance the member experience.
• Serve as a escalation point for complex scheduling issues, providing real-time problem-solving and coaching.
• Utilize data and reporting tools to track trends, measure effectiveness, and drive continuous improvement initiatives.

Qualifications:

• 5+ years of experience in a contact center, healthcare operations, or scheduling management role.
• 3+ years of leadership history managing teams in a fast-paced environment.
• Must have relevant experience with scheduling systems and workforce management tools.
• Strong analytical and problem-solving skills with the ability to use data to drive decisions.
• Exceptional collaboration and relationship-building abilities with cross-functional teams.

Bonus Points

• Experience with Genesys, or similar auto-dialer tools. 
• Proficiency with Tableau, Meta-base, Power BI or similar data-visualization tools. 
• Familiarity with health plan marketing outreach and engagement strategies

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 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 and equity grant
• Comprehensive benefits package including medical, dental & vision insurance with 100% of monthly premium covered for employees
• Unlimited Paid Time Off
• Company-sponsored 401k plan

The base salary range for this position is ($80-90k). Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, location, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Homeward Health. This role is eligible for an annual bonus, stock options, as well as a comprehensive benefits package.

What Shapes Homeward:

• Deep commitment to one another, the people and communities we serve, and to provide 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!

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.