Outreach Specialist / Care Coordinator, Lead - Cleveland, Ohio

Waymark is a team of healthcare providers, technologists, and builders whose mission is to bring the best healthcare to Medicaid populations.  Guided by the communities we serve, we bring support and technology-enabled care to help primary care providers keep Medicaid patients healthy.  We are building the tools and designing an approach to enable care to reach the patients who can benefit most.  

Our core values embody the essence of what makes Waymark a unique team today, and what we look for, nurture, and sustain as a team. We are bold builders, believing that the greatest challenges in care delivery can be solved when we harness the power of community and technology. We are humble learners, seeking feedback and perspectives different from our own, and welcome challenges to our conclusions. We experiment to improve, actively seeking data to inform decisions and to assess our own performance. We act with focused urgency, our commitment to our mission drives us to tirelessly pursue results.

If this vision resonates with you, we hope you consider bringing your creativity, your energy, your curiosity to Waymark.

About this role

As the Outreach & Care Coordinator Lead for Waymark, you will lead our outreach & care coordinators (CC’s) in the market. Reporting to the VP of Market Operations, you will have individual contributor responsibilities as an outreach & care coordinator as well as management responsibilities for a team as the market grows – including helping them implement their day-to-day priorities, providing coaching and support around patient interactions, and managing performance to team and individual goals. As a leader in a growing organization, you will also impact how we design, structure, and implement the CC experience for our employees, spanning recruitment, hiring and training, deployment, mentorship, support, resourcing, providing pathways to advancement, and advocating for CCs across our organization. 

Responsibilities

• Provide direct supervision of the day-to-day activities of CCs in the market. 
• Actively participate in the execution of daily CC tasks alongside team members – such as patient outreach, patient care coordination, and provider communication – serving as a role model and contributing to project deliverables.
• Lead and support CCs with adequate coaching, mentoring, and support to ensure competency and compliance with workflows. 
• Work in conjunction with fellow local lead roles and care team members to ensure the seamless execution of cross-team workflows and projects. The overall care team is multidisciplinary and also includes licensed clinical social workers, pharmacists, and community health workers. 
• Review data dashboards to manage CC performance relative to goals and identify strengths and opportunities to ensure goals are met or exceeded.
• Work with the Operations and Learning & Development teams to hire, train, deploy, and provide ongoing support to local CCs.
• Foster PCP partnerships through communications and either in-person or virtual meetings.
• Continuously build community partnerships through either in-person or virtual meetings at community events.
• Maintain knowledge of programs and resources available to community members that may enhance the health care of those individuals.
• Foster an inclusive team environment, encouraging open communication, creativity and knowledge sharing. Contribute as a member of the local leadership team by representing Waymark’s values and contributing to a positive and collaborative culture across the local team.
• This role is mainly remote with some in-person travel required within the market (up to 30%)

Minimum qualifications

• Deep commitment to improving healthcare for underserved populations. History of supervising teams of care coordinators, patient navigators, customer service, outreach specialists or similar roles.
• A leader with cultural and personal humility. Has a strong understanding of Medicaid/MCOs and the barriers to healthcare access and quality among diverse, underserved populations. 
• A keen eye for detail and proven track record of effectively monitoring and optimizing metrics, leveraging Excel skills or other tools to analyze data and drive continuous improvement initiatives.
• Demonstrated ability to collaborate and communicate effectively in a multidisciplinary team setting.
• Experience with healthcare data and/or Electronic Health Records.
• A person who thrives on building and supervising a team of care providers, building professionalism and positive culture among those working to support the hardest-to-reach patients.
• Ability to travel the local area across OH to help establish new teams and support existing teams.

Preferred qualifications 

• Bachelor’s degree in health administration, health management, public health, business administration, or related field.
• Long time resident of the Greater Cleveland area and knowledgeable of MCO and community resources.
• Multilingual skills a plus.

Salary Range: $64,000 - $77,000 USD.  Compensation will depend on multiple factors, including job location, training, education, and experience.

Benefits and Other Compensation: Medical, vision, dental, basic life insurance, and stock options available for the hired applicant.  Employees also receive twenty (20) vacation days, accrued over the year and eleven (11) paid holidays throughout the calendar year. Sixteen (16) weeks of parental leave for birthing parents will also be available for use after successful completion of 6 months of employment, eight (8) weeks of bonding leave for non-birthing parents.  Employees are able to enroll in our 401(k) plan and commuter benefits plan. 

COVID Vaccination: Waymark has adopted a policy on mandatory full vaccination to safeguard our employees, our partners, and the patients we serve from the hazard of COVID-19.  As a healthcare company, we believe it is important for our employees and actions to reflect the best available science and the interests of public health.  You will be asked to attest to your COVID vaccination status before an offer of employment is made.

Don’t check off every box in the requirements listed above? Please apply anyway! Studies have shown that marginalized communities - such as women, LGBTQ+ and people of color - are less likely to apply to jobs unless they meet every single qualification. Waymark is dedicated to building an inclusive, diverse, equitable, and accessible workplace that fosters a sense of belonging – so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to still consider submitting an application. You may be just the right candidate for this role or another one of our openings!