Job Description
Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.
The Opportunity
In your role as a Member Outreach Supervisor, you will be responsible for the day-to-day management of Member Outreach Specialists that support outreach efforts to Livongo members and prospective members across a variety of outbound phone campaigns.
Examples of potential campaigns:
Outreach to new members to assist them with utilizing their newly received Livongo medical device
Outreach to tenured members to help them resume utilization of the program
Outreach to prospective members that are eligible to participate in a Livongo program
If you are our ideal candidate, your core attributes include an aptitude to lead individuals across several campaigns simultaneously, a sense of ownership of team results, adaptability and an ability to prioritize tasks, comfort in a goal-oriented environment where success is tied to measurable performance metrics, exceptional people and communication skills, the ability to work both independently and collaboratively, and comfort in a fast-paced environment with tight deadlines and dynamic priorities.
Responsibilities
Lead and develop a high-functioning Member Outbound team
Successfully deliver on KPI’s and team performance metrics (call volume, member conversion, member retention, quality, etc.)
Report to the team and other business stakeholders on a weekly, monthly, and quarterly basis to highlight team progress against SLA’s, share newly identified trends, and update progress on earlier trends
Identify root causes for issues and implement changes to improve accuracy, productivity, and quality of the team’s performance
Analyze trends and data to make informed decisions about changes to the team
Measure and evaluate support processes and drive continuous process improvement within the system and scripting
Help foster a culture of quality and collaboration
Directly manage the Member Outbound Specialist team to include setting performance standards, performance management, hiring, career and individual development plans, etc.
Respond to escalated inquiries and complaints in accordance with Teladoc protocol and SOP’s
Identify and execute additional projects and processes to improve the member experience and internal operational efficiencies
Contribute to continuous team improvement by sharing feedback from current and prospective members and end users
Help maintain department SLA’s and standards of service
Qualifications
5-7 years’ experience in member support roles
A minimum of 3 years’ experience in leadership roles, preferably in a high-volume and extremely fast-paced service industry or outbound contact center
Exceptional people skills
Proven project leadership and conflict resolution skills
Experience in successfully leading, managing, and coaching others in a way that empowers them to effectively perform their job duties and unlock their full potential
Exceptional verbal and written communication skills, with the ability to collaborate effectively with colleagues in person and remotely, across time zones
A deep sense of personal responsibility combined with strong attention to detail and organization, and an ability to juggle multiple projects simultaneously
Proficiency with Salesforce and Microsoft Office applications
Excellent prioritization and time management skills, with sharp attention to detail
A keen focus on meeting deadlines and achieving results
The ability to work in a team environment across multiple functional groups
A knack for success in a fast-paced and sometimes stressful environment
Previous experience managing a call center(s) is a plus
The base salary range for this position is $60,000-67,000. In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2023.Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.
Why Join Teladoc Health?
A New Category in Healthcare: Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.
Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.
Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.
Focus on PEOPLE: Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.
Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.
Growth and Innovation: We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.