Job description
Homeward is rearchitecting the delivery of health and care in partnership with communities everywhere, starting in rural America. Today, 60 million Americans living in rural communities are facing a crisis of access to care. In the U.S. healthcare system, rural Americans experience significantly poorer clinical outcomes. This trend is rapidly accelerating as rural hospitals close and physician shortages increase, exacerbating health disparities. In fact, Americans living in rural communities suffer a mortality rate 23 percent higher than those in urban communities, in part because of the lack of access to quality care.
Our vision is care that enables everyone to achieve their best health. So, we’re creating a new healthcare delivery model that is purpose-built for rural America and directly addresses the issues that have historically limited access and quality. Homeward supports Medicare-eligible beneficiaries by partnering with health plans, providers, and communities to align incentives – taking full financial accountability for clinical outcomes and the total cost of care across rural counties.
As a public benefit corporation and Certified B Corp™, Homeward’s mission and business model are aligned to address the healthcare, economic, and demographic challenges that make it challenging for rural Americans to stay healthy. Our Homeward Navigation™ platform uses advanced analytics to connect members to the right care and local resources that address social determinants of health and improve holistic health outcomes. Since many rural communities lack adequate clinical capacity, Homeward also employs care teams that supplement local practices and reach people who cannot otherwise access care.
Homeward is co-founded by a leadership team that defined and delivered Livongo’s products, and backed most recently by a $50 million series B co-led by Arch Ventures and Human Capital, with participation from General Catalyst for a total of $70 million in funding. With this leadership team and funding, Homeward is committed to bringing high-quality healthcare to rural communities in need.
The Opportunity
- Drive and deliver operation results in our member engagement contact center results: make tactical and operational plans, collaborate cross-functionally to execute, and continuously improve processes and outcomes, as measured through key metrics, significant learnings, and similar.
- Support in day-to-day operations of the contact center with a strong focus on performance, quality, and efficiency.
- Drive data and analytics initiatives to track, report, and optimize metrics based on set OKRs.
- Develop insights,and execute performance improvement strategies.
- Create and manage production plans to measure and monitor engagement specialist (agent) performance goals.
- Oversee the Quality Assurance (QA) team, ensuring high standards for member interactions and compliance.
- Implement workforce management strategies including staffing plans, forecasting, and process improvements.
- Lead through member/patient engagement best practices.
- Demonstrate strong leadership with cross-functional teams, internal stakeholders and frontline staff.
What you bring:
- 7-10 years of experience in contact center operations, with at least 3-5 years in a management role, ideally in healthcare or a health tech startup.
- Bachelor’s degree preferred, will consider relevant years of experience
- Experience in service and sales operations– preferably in a healthcare organization, with a focus on delivery, performance, a positive culture, and translation of the mission into concrete deliverables.
- A strong metrics-driven approach, with a clear process for assessing performance, pilot testing solutions, tracking improvement, and scaling high-impact solutions.
- Experience with CRM/contact center systems, QA tools, and workforce management software.
- Ability to navigate complex operational problems, appropriately simplify and communicate the understanding of the problem across functions and levels of the organization, propose and gain buy-in for solutions, and implement solutions.
- Experience managing or collaborating closely with QA teams.
- Exceptional communication skills to support work with different groups of stakeholders and communicate process and progress to the organization.
- Superior track record of compliance leadership for operating in Medicare, Medicaid, or Affordable Care Act health plans.
- Experience using AI solutions, or evidence of an emerging skill set needed to acquire and implement automation to improve efficiency and productivity.
Bonus Points:
Having performed this role for a healthcare organization.
- Call Center software implementation or expansion experience, specifically Genesys
- Familiarity with digital health tools and engagement platforms.
- Change management, project and/or process improvement certifications
- A background that combines knowledge of Medicare plans, patient engagement strategies, and the ability to foster positive relationships with both team members and members we serve.
Benefits
- Medical, dental, and vision insurance with 100% of monthly premium covered for employees
- Competitive salary and possible equity grant
- Supplemental performance bonus opportunities
- Relocation and travel reimbursement
- Loan repayment support
- Company-sponsored 401k plan + match
- Generous paid time off
- Comprehensive training provided
What Shapes Homeward:
- Deep commitment to one another, the people and communities we serve, and to provide care that enables everyone to achieve their best health
- Compassion and empathy
- Curiosity and an eagerness to listen
- Drive to deliver high-quality experiences, clinical care, and cost-effectiveness
- Strong focus on the sustainability of our business and scalability of our services to maximize our reach and impact
- Nurturing a diverse workforce with a wide range of backgrounds, experiences, and points of view
- Taking our mission and business seriously, but not taking ourselves too seriously– having fun as we build!
The base salary range for this position is $106,650- $125,550 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, location, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Homeward Health. This role is eligible for an annual bonus, stock options, as well as a comprehensive benefits package.
At Homeward, a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you have yet to gain experience in the areas detailed above, we hope you will share your unique background with us in your application and how it can be additive to our teams.
Homeward is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Homeward is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
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