About Author Health
Author Health is revolutionizing mental health care for individuals living with complex mental and physical health conditions. We're on a mission to create a world where everyone receives the care and support they deserve.
As Sr. Manager of Patient Engagement Operations, you will help execute on the strategic vision of Author Health’s centralized outreach and engagement strategies, driving patient enrollment and satisfaction across new and existing markets.
Your key responsibilities will include:
Centralized Outreach, Enrollment, and Performance Management
- Develop and lead our centralized member contact and engagement center which includes outbound emails, SMS text, mail, and telephone calls
- Drive enrollment of eligible patients into Author Health's clinical program
- Help lead our centralized outreach team to support timely initial member outreach and initial enrollment for each Health Plan partner on a rolling monthly basis
- Help meet and exceed enrollment targets through team building and performance management
- Implement and oversee regular quality assurance, training, coaching, and mentoring initiatives
- Oversee inbound and outbound communications across call, email, and SMS/MMS
- Integrate operations cross-functionally with virtual and local care teams, provider engagement, and other key functions
Strategic Leadership
- Collaborate and serve as a strategic thought leader with our Clinical Operations, Product, Engineering, Data, and Marketing teams on technical (telephonic, digital, SMS) and analytical infrastructure and on new strategies to improve our effectiveness
- Evaluate new call center technologies and service concepts (including relevant applications of AI), partnering with internal stakeholders on cost benefit analyses for any prospective new technologies
- Ensure compliance with relevant regulatory standards
What You Bring
To excel in this role, you should have:
- 5-10+ years of healthcare and/or sales or customer experience leadership experience, with 3+ years in management roles
- Proven success in call center leadership and patient engagement, preferably for patients with mental health and substance use disorders, within Medicare or Medicaid, or with patient populations with complex health and social needs who have historically been challenging to engage
- Experience leading both centralized and remote teams in hyper-growth or startup environments
- Track record of building operations functions from the ground up
- Expertise in identifying and managing key operations metrics and budgets
- Strong organizational and communication skills
- Excellent cross-functional collaboration skills and experience working with external partners
- Passion for reimagining mental health care and improving patient outcomes
- MBA or other advanced degree preferred
- Up to 10% travel
Why Join Us
- Be at the forefront of transforming mental health care delivery
- Work with a passionate team dedicated to making a real difference in patients' lives
- Opportunity to shape and grow a critical function within a rapidly expanding organization
- Collaborative, innovative work environment that values diverse perspectives
What We Offer
When determining compensation, we analyze and carefully consider several factors, including job-related knowledge, skills, and experience. These considerations may cause your compensation to vary.
Additional benefits and perks include:
- Retirement savings plan (401k) Plan up to 3.5% company match
- Low cost benefits package for employee and dependents (medical/ dental/ vision/ STD/ Life Insurance/ HSA/ FSA)
- Paid vacation
- Paid sick leave
- 9 paid holidays throughout the year with (2) additional flex holidays
- Performance-based bonuses
- … and more!
Behavioral Health Newco Company is committed to a diverse and inclusive workplace. It is the company’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. The company’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. If you need assistance or a reasonable accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance and no applicant will be penalized as a result of such a request. In accordance with applicable legal requirements such as the San Francisco Fair Chance Ordinance Newco will consider for employment qualified applicants with arrest and conviction records.
