Responsibilities
- Lead a distributed team of Care Partners operating remotely
- Recruit, integrate, train, and grow team members
- Establish clear expectations for account ownership in day-to-day operations
- Take full responsibility for service level agreements
- Set and maintain standards for response times, resolution timelines, and escalation response windows
- Create and manage performance dashboards
- Analyze and assess exceptions to standard procedures
- Identify and resolve operational inefficiencies
- Develop and refine operational workflows
- Own the development of protocols for handling medication reconciliation, census updates, appointment confirmations, pharmacy outreach, follow-up calls, and escalation procedures for both facilities and individual consumers
- Personally manage complex escalation cases
- Serve as the immediate contact when facilities or families face critical issues
- Apply sound operational judgment during high-stress scenarios
- Train team members to independently manage similar high-pressure situations in the future
- Coordinate effectively across internal departments
- Collaborate closely with leaders in Routing, Clinic, Sales, Clinical, and Product teams
- Advocate internally on behalf of residents and represent the organization's values to external parties
- Design systems and structures with future growth in mind
- Develop team frameworks, workflows, and tools that remain effective at two, five, and ten times current capacity
- Promote the integration of artificial intelligence to enhance care coordination workflows
- Monitor and drive performance through key metrics including customer retention, Net Promoter Scores for administrators and residents, SLA compliance, escalation resolution rates, and team productivity
Work Arrangement
On-site