Manager, Wellness Coach

The Wellness Coach Manager will be responsible for planning, directing, and overseeing the Wellness Coach Team performance.  The position will navigate the Wellness Coach team that will be responsible for the administrative, clinical, and quality activities related to improving the member engagement and health outcomes.   

Responsibilities:

• Implement operational strategies to improve efficiency and effectiveness impacting our cost of services
• Partner with Regional leadership to identify capacity opportunities that may affect client SLAs
• Monitor Key Performance Indicators to identify trends and areas of opportunity while meeting daily/weekly/monthly goals set by the department
• Oversee and manage the day-to-day outreach calls to members to assist with health care needs such as scheduling appointments, identifying and addressing social determinants of health, medication reminders etc.
• Establish trusting, supportive, collaborative relationships with members and their caregivers
• Advise the team to capture relevant information about the member’s demographics and healthcare information and document it in the member’s record accurately and timely
• Complete appropriate member assessments to assist in identifying member’s needs
• Answer inbound calls from members, providers, and other resources courteously, respectfully, and timely
• Present a positive, professional, high-energy engaging approach to members and team members
• Complete direct report 1:1s in a regular cadence that has been established by departmental DLPs and necessary based on any active coaching
• Conduct initial onboarding and ad hoc trainings
• Resolve any case escalations timely and comprehensively 
• All other duties as assigned

Requirements:

• Associates degree
• 3-5 years’ of progressive leadership experience
• 3-5 years’ experience working with individuals with chronic diseases and/or behavioral health needs or related experience
• Experience working with in a Managed Care setting with the following LOBs:  Medicare, Medicaid, or Special Needs populations, preferred
• Social Worker, Medical Assistant, Licensed Practical Nurse, Engagement Specialist or Community Health Worker Experience or other healthcare experience
• Previous experience working in a fast-paced metric-driven environment

Skills:

• Experience with engaging patients in making healthy behavior changes, preferred
• Exceptional customer service, active listening, verbal, and written communication skills
• Effective written and verbal communication skills demonstrating respect and cultural awareness during interactions with clients
• Flexible with the ability to manage and adapt to changing priorities
• Intermediate level proficiency with the Microsoft suite (required)