Director, Member Enrollment Contact Center

 

Wellth is a fast growing digital health company based in Los Angeles that just raised our Series B from leading investors including SignalFire. We use behavioral economics, habit science, and technology to motivate behavior change in some of the highest need and most underserved populations in the US, drastically changing their health outcomes for the better. We have demonstrated our results with several large health insurers (e.g., cut down hospitalization rates by 44% on behalf of Centene AZ) and now are scaling rapidly (>120% year over year revenue growth). Our goal is not to just be another digital health startup but to be the category leader in improving health outcomes for hard to engage populations.

 

ABOUT THE ROLE

As the Director of the Member Enrollment Contact Center, you will be responsible for ensuring the operational health of the Member Acquisition (MA) team, effectively scaling, managing, and developing a department of internal and external resources focused on Wellth’s member enrollment and onboarding. These efforts primarily focus on outbound calls to prospective members with chronic conditions. You will strategize and execute optimal methods to improve MA performance in line with company goals via tools such as technology, processes, people management and data. You will partner with other Member Operations resources in supporting services and Member Support, as well as cross functional resources, to achieve these goals and ensure the prospect to member journey is streamlined and results in superior outcomes for Wellth, its members, and its customers.

Supervisory Responsibilities

• Manage to establish departmental goals, performance quality expectations, and key performance indicators, such as MAC (Member Acquisition Cost), activations per hour, and call performance metrics
• Responsible for the smooth functioning of daily departmental operations, such as queue and call monitoring, handling of any escalations, and optimization of agent performance, including management of vendor partner(s)
• Involvement in workforce management such as staffing quantity and timing, time off, and attendance as well as timesheet adjustments and approval
• Effectively coach agents and supervisors to success through utilization of call monitoring, quality assurance, reporting and training
• Develop employees utilizing best practices in live and virtual training, and targeted coaching and feedback 
• Handles discipline and termination of employees in accordance with company policy
• Provides constructive and timely performance evaluations
• Performs other related duties as assigned

Key Areas of Responsibility

• Effective, timely and accurate communication of information and data necessary for individual and company success to all relevant parties
• Set and achieve departmental goals, metrics, and standards
• Partner with training and support service resources to develop, improve and hold Member Acquisition new hire training and ongoing staff education
• Interview and hire new staff as well as optimize for hiring quality and retention over time
• Creation of and improvements to processes, automation and scripting to allow for efficient and effective departmental scaling
• Ensure all acquisition protocols and staff comply with federal, state(s) and local regulatory requirements and the policies of the organization, with accepted professional standards
• Participate in the development, implementation and evaluation of policies and protocols related to Member Acquisition, in coordination with other departmental leaders, as necessary
• Design and maintenance of incentive programs that motivate strong performance and drive high levels of team engagement
• Partner with reporting and analytics functions to create clear reporting, dashboards, summaries and business insight for leadership and team
• Coordinate with partnering functions, such as Product Marketing, Product, Engineering, Analytics, and Support Services
• Performs other related duties as required

Who You Are

• Strong people management skills, with proven ability to manage and scale contact center departments consisting of multiple teams of agents and supervisors
• Quick and thorough learner with the ability to master all existing departmental processes and protocols
• Strategic and tactical thinker, capable of suggesting and implementing effective improvements rooted in data
• Extremely strong verbal and written communication skills and EQ, with the ability to communicate complex concepts in a simple and easy to understand manner to individuals spanning all levels of the organization
• Ability to execute quantitative/qualitative analyses effectively and efficiently
• Extremely strong time management and organizational skills
• High degree of professionalism and collaborative attitude
• Ability to work independently and deliver high-quality/consistent outcomes with limited direction
• Positive attitude and sensitivity to member needs with patience and empathy
• Tech savvy, esp. familiarity with Android and iOS mobile technology, digital tools (ex: CRMs), and complex software
• Self-motivated and goal-oriented, desire to stay on top of current trends as they relate to processes/tools
• Ability to problem solve effectively with little guidance 
• High degree of attention to detail

 

Minimum Requirements

• Bachelor’s degree or equivalent
• 5-10 years of related experience required
• Salesforce experience is highly preferred
• Outbound call sales experience a plus
• SaaS experience a plus

 

The benefits of working with us include:

• Flexible working arrangements, supporting strong remote-first practices and tools with the option to work in our excellent gathering space in Marina Del Rey
• Dog-friendly office!
• Robust paid time off and generous parental leave program
• Competitive salary
• Health, dental, vision insurance, and FSA/HSA plans
• Ability to have a positive impact on people who need it most
• Support of a highly dedicated team focused on building the future of healthcare

 

Base Compensation: $100,000 - 150,000K