Company Description:
Greater Good Health is a community of healthcare providers, operators, and builders whose mission is to address health disparities and reimagine senior healthcare. To do this, we partner with payers to bring value-based primary care to underserved communities and work alongside risk-bearing organizations to develop innovative, value-based clinical programs – all designed exclusively for older adults and their unique healthcare needs. Grounded in our mission and core values, we are building a better, simpler healthcare experience for the patients we serve and the providers who care for them.
While providing more access to care, we understand that Nurse Practitioners need optimal work-life alignment to provide the best care for the greater good. GGH’s goal is to support the modern-day healthcare professional to live fully in both their professional and personal lives.
If this vision resonates with you, we hope you consider bringing your passion, your energy, your curiosity to Greater Good Health.
The Role
To support our growth, we are looking to add a Patient Outreach Manager to our Operations team! We are looking for a motivated individual who will play a key role in the growth of Greater Good Health. You will partner closely with the Associate Vice President of Patient Engagement, Operations Directors, and Patient Outreach team members to ensure we are meeting our client’s productivity goals and maintain excellent relationships with the team. Ideally, you have a strong background in customer service, patient care experience, and/or call center operations. Healthcare experience is a bonus. You have a true passion for people and culture and are driven to develop yourself and those around you. If this role sounds exciting, apply, and let's start the conversation!
Responsibilities
- Reports to Associate Vice President of Patient Engagement
- Oversees the day-to-day operations of the Patient Engagement Specialists and is responsible for monitoring their productivity and addressing patient and client concerns
- Onboards and trains, assesses, and coordinates workloads, and drives accountability and performance across the team
- Ensure excellent care, high performance, and productivity of the team ensuring we exceed client expectations
- Serves as subject matter expert on patient engagement duties both internally and externally
- Collaborates with regional leadership by recommending strategies on growth, retention, professional development, and company-wide initiatives
- Follow all HR policies and regulations per state law (consult HR or Senior Ops as necessary)
- Performs additional duties as assigned
Onboards and trains
- Last round interview for candidates
- Manages onboarding schedule
- Ensure specialists have an appropriate work environment at home
- Responsible for training new teammates in internal processes and systems including: client EMR, Salesforce, Talkdesk, etc.
- Set-up shadowing schedule for new teammates
- Closely monitor call recordings in first few weeks and provide coaching and feedback
Assess and coordinate workloads
- May entail reassigning outreach lists amongst the team
- Assess workloads by monitoring call volume and conversion rates
- Work with Operations Directors to adjust Nurse Practitioners schedule templates to accommodate for time away from work or call outs
- Help coordinators troubleshoot issues and escalate when necessary
- Host team huddles at appropriate cadence determined in partnership with Sr. Director
- Manage PTO/sick requests and coverage of work
Performance
- Run reports to track patients called and visits converted
- Identify learning opportunities if there are trends
- Schedule 1:1 time with each coordinator, might require a visit to the embedded coordinators in certain regions
- Identify opportunities to be more efficient, effective and encourage better teamwork: Continue to edit and update call scripts and think of different strategies – like calling during specific times of day, or sorting by a provider
- Manage promotion and pay increase discussions (changes only with approval)
- Manage performance improvement plans and termination of coordinators as necessary
What will make you successful at GGH?
- Attitude. We work hard and we’re having a blast doing it. This team believes what we’re doing is changing the world for the better, and we play to win
- Hustle and grit. Work well under pressure in a fast-paced environment. We need someone not to just keep the trains running on time, but to speed them up
- Strong communication skills, both oral and written
- Ability to develop and maintain extraordinary working relationships with a variety of business leaders and employees, which includes possessing excellent communication skills, listening reflectively, and maintaining objectivity.
- Flexible work schedule and work setting as needed
Experience And Qualifications
- Bachelor’s Degree
- 5+years of customer service or patient care experience
- 3+ years of experience leading teams
- 3+ years of call center experience
- Experience leading remote Team Members in different time zones
- Computer literate; Proficient in Microsoft Office applications (Word, Excel, PowerPoint)
- Excellent communication and customer service skills
- Highly motivated, adaptable, organized, self-starter, collaborative, and trustworthy
- Experience managing a call center required
- Salesforce experience preferred
Perks and Benefits:
Competitive Compensation Package
Comprehensive Medical, Dental, and Vision Benefits
Paid Time Off
401K Program with Company Match
Wellness Resources: Calm, BetterHelp
Comprehensive Life and AD&D Coverage
Short-Term Disability Coverage
Collaborative and Supportive Community
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. GGH 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 experience doesn’t align perfectly with every qualification in the job description, we encourage you to still consider applying. You may be just the right candidate for this role or another one of our openings! 
