Lead, Outreach Specialist

Job Description:

The Member Experience Team Lead is a people leader responsible for driving team success against defined productivity, outcome, and quality measures. The role is responsible for coordinating with other operational stakeholders across the enterprise to understand objectives and guiding frontline staff to achieve them. Team objectives often include, but may not be limited to, providing exceptional member service, triaging and resolving member needs, maximizing clinical capacity by assisting members with appointment scheduling, onboarding new members into our care model, and outreach to members with complex health circumstances.

Responsibilities

• Coach, monitor, and empower remote team members in line with departmental and company expectations.

• Manage employee schedules, attendance, and training time to bolster capacity and maximize access to services.

• Monitor productivity statistics that may include: call duration, average wait time, abandonment rate, and utilization during service hours, call volume, conversion rate, and first call resolution rate. Make necessary operational adjustments to achieve targets.

• Work with peers and leaders across the enterprise to develop and operationalize workflows to achieve desired member interaction outcomes. Make necessary adjustments to achieve targets.

• Create a culture of empathy and collaboration amongst team members and between teams across the organization.

• Develop deep knowledge of the Cityblock care model, member journey, and available quality and data insights. Share this information with direct reports to drive performance improvements.

• Participate in the quality management process by: reviewing your team members’ work in line with set standards, using standardized evaluation templates, and coaching for improvement.

• Share professional insights and observations to optimize any of the following: quality, service delivery, team unity, customer experience.

• Ensure personal and team compliance with required trainings, time and labor policies, and leave entitlements as directed by human resources.

• Support or lead performance-related discussions, including warnings, terminations, promotions, etc with your direct reports in line with human resource policies and expectations.

• Reports safety risks (near misses and actual events), compliance and ethics concerns, and potential harassment promptly.

Requirements for the Role

• High School Diploma or equivalent

• 5 or more years in a contact center environment (service or sales)

• 2 or more years in a health care environment

We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance, life insurance, retirement benefits, participation in the company’s equity program, paid time off, including vacation and sick leave. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. The expected salary range for this position is: 

Cityblock values diversity as a core tenet of the work we do and the populations we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

We do not accept unsolicited resumes from outside recruiters/placement agencies. Cityblock will not pay fees associated with resumes presented through unsolicited means.