Manager, Digital Care Coordination

Job 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