Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

The Opportunity

In your role as a Member Outreach Supervisor, you will be responsible for the day-to-day management of Member Outreach Specialists that support outreach efforts to Livongo members and prospective members across a variety of outbound phone campaigns.

Examples of potential campaigns:

• Outreach to new members to assist them with utilizing their newly received Livongo medical device
• Outreach to tenured members to help them resume utilization of the program
• Outreach to prospective members that are eligible to participate in a Livongo program

If you are our ideal candidate, your core attributes include an aptitude to lead individuals across several campaigns simultaneously, a sense of ownership of team results, adaptability and an ability to prioritize tasks, comfort in a goal-oriented environment where success is tied to measurable performance metrics, exceptional people and communication skills, the ability to work both independently and collaboratively, and comfort in a fast-paced environment with tight deadlines and dynamic priorities.

Responsibilities

• Lead and develop a high-functioning Member Outbound team
• Successfully deliver on KPI’s and team performance metrics (call volume, member conversion, member retention, quality, etc.)
• Report to the team and other business stakeholders on a weekly, monthly, and quarterly basis to highlight team progress against SLA’s, share newly identified trends, and update progress on earlier trends
• Identify root causes for issues and implement changes to improve accuracy, productivity, and quality of the team's performance
• Analyze trends and data to make informed decisions about changes to the team
• Measure and evaluate support processes and drive continuous process improvement within the system and scripting
• Help foster a culture of quality and collaboration
• Directly manage the Member Outbound Specialist team to include setting performance standards, performance management, hiring, career and individual development plans, etc.
• Respond to escalated inquiries and complaints in accordance with Teladoc protocol and SOP’s
• Identify and execute additional projects and processes to improve the member experience and internal operational efficiencies
• Contribute to continuous team improvement by sharing feedback from current and prospective members and end users
• Help maintain department SLA’s and standards of service

Qualifications

• 5-7 years’ experience in member support roles
• A minimum of 3 years’ experience in leadership roles, preferably in a high-volume and extremely fast-paced service industry or outbound contact center
• Exceptional people skills
• Proven project leadership and conflict resolution skills
• Experience in successfully leading, managing, and coaching others in a way that empowers them to effectively perform their job duties and unlock their full potential
• Exceptional verbal and written communication skills, with the ability to collaborate effectively with colleagues in person and remotely, across time zones
• A deep sense of personal responsibility combined with strong attention to detail and organization, and an ability to juggle multiple projects simultaneously
• Proficiency with Salesforce and Microsoft Office applications
• Excellent prioritization and time management skills, with sharp attention to detail
• A keen focus on meeting deadlines and achieving results
• The ability to work in a team environment across multiple functional groups
• A knack for success in a fast-paced and sometimes stressful environment
• Previous experience managing a call center(s) is a plus

The base salary range for this position is $60,000-67,000 . In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2023 . Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.