Outreach Supervisor (19514)

Catasys, Inc. Los Angeles , CA 90009

Posted 6 months ago

Catasys leads the health care industry in improving health and reducing claims costs for health plan members with behavioral health (BH) disorders that cause or exacerbate co-existing medical conditions. OnTrak, a 52-week intensive outpatient program, treats an overlooked population: members suffering from chronic disorders such as substance use disorder, anxiety and depression who rarely seek care. These members cost health plans millions of medical dollars primarily due to preventable ambulance usage, medical ER visits and medical inpatient admissions. Despite having a BH diagnosis, their BH spending is relatively minor or non-existent.

Catasys uses a proprietary analytics platform and predictive modeling to identify high utilizers of medical healthcare services with costs that can be significantly reduced by addressing the underlying BH disorder(s). Through proactive outreach, we engage and treat these individuals in our patient-centric program that integrates evidence-based medical interventions, psychosocial skill building and care coaching by nurses.

The end result is improved health and quality of life for the member, and a 50% reduction in claims costs to the health plan.

As an Outreach Supervisor you will be directly responsible for managing a team of Outreach Specialists on a day to day basis. Your primary responsibility is ensuring that team goals are achieved and to develop your team members into successful staff that are focused on generating high-quality transfers to care coaches while delivering a best-in-class member experience. We require team leaders to be a nurturing guide with proven supervisory skills to manage the day-to-day of a pro-active outreach team.

Key Responsibilities (Essential Functions)

Key Responsibilities (Essential Functions)

  • High expectation, validation, accountability with outreach team members and to his/her leaders

  • Supervise 15 - 20 outreach team members working remotely to ensure they achieve and exceed their KPI goals

  • Provides ongoing coaching, training and motivation to employees as needed fairly and equitably across a diverse workforce to achieve performance and highest standards of service

  • Provides input to employee development or improvement, delivering consistent follow up and constructive employee feedback, including onboarding and training

  • QA Reviews, Call Monitoring and Coaching

  • Feedback and team development based upon observed behaviors

  • Ensure Script and Call Guide is being followed per requirements

  • Create, teach, and validate performance improvements plans to address employee opportunities. Contribute proactively to process improvement and knowledge sharing

  • Report team performance to leadership team

  • Create, analyze & utilize reports & data to detect trends/issues, provide solutions, manage team performance and highlight wins

  • Assist individual outreach team members with any questions or needs in order to ensure delivery of a world class member experience

  • Ability to plan, execute, check results and improve on a continuing basis and to be flexible, fluid and reprioritize as necessary

  • Ensure key messaging and information is delivered to, and understood by, employees

  • Maintain a high level of professional communication at all levels, both written and verbal

  • Assists their leader with recruiting and interviewing of employee candidates, providing input and recommendation in selection decisions.

  • A reliable wired high-speed Internet connection (cable, DSL or fiber) with speeds of at least 10Mbps download and 5Mbps upload.

  • Conduct spiffs and contests, both structured and random, and award wins

  • Assist in any other departmental needs

Qualifications

  • High School Diploma

  • 1 or more years leadership experience with direct reports

  • 1 or more years managing a remote workforce or 2 experience in an environment focused on direct-to-consumer sales with superb client service

  • Strong management experience and a proven track record of increased production and team performance success

  • Strong written and verbal communication skills with a keen attention to detail

  • Ability to energize and inspire others

  • Goal oriented, self-starter with a sense of urgency and tenacity

  • Be comfortable with change, ambiguity, novelty and complexity

  • Disciplined & Organized to and able to work independently and handle multiple tasks simultaneously

  • Ability to manage difficult situations and the challenges associated with the creative thinker

  • Demonstrated problem solving skills

  • Outbound Call Center experience highly preferred

  • Ability to do constant sedentary work

Preferred Qualifications

  • Bi-Lingual English/Spanish

  • Bachelor's Degree

  • Experience with Salesforce or Shoretel

  • Certification or License in the Healthcare field

  • Background in healthcare/wellness

What we Offer

  • Ability to work from home

  • Company provided laptop

  • Competitive Salary

  • Paid holiday and sick time

  • Medical, Dental, Vision benefits

  • 401(k)

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Outreach Supervisor (19514)

Catasys, Inc.