Head of Care Coordination

2 weeks ago

Austin, Texas, United States CURAtive Full time
About Us
Curative is on a mission to redefine the concept of health plans. Emerging from the challenges of the pandemic, we have developed a health plan tailored for a post-pandemic society, emphasizing comprehensive, affordable preventive care and enhanced benefits.

Role Overview
We are seeking a Head of Care Coordination who is dedicated to leading our essential Care Navigator team. This team plays a pivotal role in our member-focused health plan, assisting patients in navigating the healthcare system, engaging in preventive care, and partnering with them to achieve their health objectives.

Key Responsibilities
- Directly manage the Care Navigation and Quality Assurance Teams.
- Ensure accountability for meeting and surpassing departmental business goals, KPIs, population health targets, and member satisfaction metrics.
- Develop and implement strategic execution plans; oversee recruitment, training, and professional development of staff.
- Collaborate with the customer success organization and cross-functional partners to enhance process design, scale operations, and optimize member experiences and health outcomes.
- Inspire and guide the team, managing workload to achieve business objectives and deliver exceptional customer experiences.
- Maintain professional, ethical, and moral representation of the company at all times.
- Facilitate effective communication within the department and across other departments to ensure coordinated activities.
- Utilize team dashboards and reporting tools to drive performance towards member and provider experience goals.
- Lead initiatives for process improvements, focusing on enhancing customer experience, team efficiency, and member engagement.
- Address escalated issues from members and internal teams to enhance customer satisfaction.
- Work with management to continuously assess team structure, technology, and tools to support outstanding customer experiences and efficient operations.
- Recommend improvements in processes, policies, systems, and technology to enhance accuracy and efficiency within the care navigation team.
- Ensure compliance with corporate policies and quality standards.

Qualifications
- Proven experience in leading call center teams focused on member engagement, education, case management, and population health outcomes.
- Strong leadership skills with the ability to motivate and empower team members to innovate and collaborate in a dynamic environment.
- Ability to analyze data to identify trends and root causes of issues.
- Excellent communication and interpersonal skills, fostering a positive and dynamic work environment.
- Minimum of 5 years of leadership experience in the Health Insurance and Care Navigation sector, with at least 3 years managing remote teams.
- Familiarity with tools such as Google Suite, Claims Systems, Slack, EMR, and Trello is preferred.

Work Environment
This is a remote position requiring a secure and distraction-free workspace, with stable internet access. Office equipment will be provided, and adherence to HIPAA compliance is essential. The role may involve occasional travel, depending on the residential location.

Training Expectations
Successful candidates will participate in a comprehensive remote training program, with mandatory attendance and competency assessments throughout the training period.

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