Manager, Digital Care Coordination

🔥 15 minutes ago

🇺🇸 United States – Remote

💵 $78k - $125k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Devoted Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare • Healthcare Insurance • Wellness

Devoted Health is a healthcare company that offers Medicare Advantage plans designed to provide comprehensive health coverage with added benefits like dental, eyewear, gym memberships, and prescription drugs at competitive rates. The company emphasizes member support and service, ensuring that clients can easily navigate their benefits and access needed healthcare services. Devoted Health is committed to helping customers save money and enhance their health and wellness through a complete package of benefits and support.

📋 Description

• Lead, coach, and develop a team of Digital Care Coordinators and future supervisors or leads • Build a service-oriented culture focused on supportive member interactions • Handle goal setting, performance management, career coaching, and leadership development • Own daily performance of the MyDevoted inbound chat queue, including response times, resolution rates, backlog, and member experience • Monitor real-time queue health and adjust staffing and priorities to meet service levels • Ensure member needs are escalated or handed off appropriately to care coordinators, nurse case managers, clinicians, and other teams • Support volume forecasts, capacity models, and staffing plans • Develop, track, and report on operational KPIs and turn trends into action plans • Use data to identify root causes of recurring member needs and recommend upstream fixes • Design, document, and refine workflows, macros, and escalation protocols • Partner with product and technology teams to improve MyDevoted chat tooling, including automation and AI-assisted opportunities • Pilot new initiatives within the innovation hub and scale what works • Run quality reviews and chat audits to ensure accurate, compliant, and empathetic communication • Ensure team practices meet regulatory, privacy (HIPAA), and Medicare requirements • Develop and maintain training and onboarding for new team members • Collaborate with clinical, member services, care coordination, and operations leaders to align goals and remove member blockers

🎯 Requirements

• 4+ years of experience in service, contact center, digital support, or healthcare operations, with accountability for quality and productivity • 1–2+ years of people leadership experience managing front-line teams • Experience managing chat, messaging, or other asynchronous digital support queues, ideally in healthcare • Confident using data to understand operations, forecast volume, build staffing models, and set quantitative goals • Proven ability to build, mentor, and scale operational teams in a fast-growing environment • Familiarity with Medicare Advantage, care coordination, and member-facing healthcare workflows • Comfortable with CRM and messaging platforms, and curious about automation and AI tools • Clear, empathetic writing and ability to communicate operational updates and risks to leadership

🏖️ Benefits

• Employer sponsored health, dental and vision plan with low or no premium • Generous paid time off • $100 monthly mobile or internet stipend • Stock options for all employees • Bonus eligibility for all roles excluding Director and above • Parental leave program • 401K program