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
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
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
Paid holiday and sick time
Medical, Dental, Vision benefits