Sr. Manager, Outreach

Advance Possibility. Join Episource, a leading provider of risk-adjustment services, software, and solutions for health plans and medical groups.

As a member of Episource's technology team, we empower you to create your career. We invest in our people, inviting you to grow and elevate your skill set. As an owner of your career path, a desire for innovation and evolution will launch you to success throughout your tenure at Episource.

Job Summary:

The Senior Manager, Outreach is responsible for the operational readiness, tactical planning and execution of outreach division operations. Core duties include management and leadership of processes for the continuous improvement of the outreach division activities to ensure project health and client success. A commitment to excellence is demonstrated through development of a thorough understanding of the outreach division’s process, tools and people to ensure the division is operating at high performance level to deliver client success in support of company OKRs.

This candidate’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), maintaining high performance for outreach division, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily tactical business decisions.

The Senior Manager, Outreach executes the vision for the operation ensuring the Outreach division meets customer and organizational needs and targets. The successful candidate is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

Essential Duties & Responsibilities:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

Provides strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the tools, training and skills of our outreach division to best result for project health and client success.

Responsible for development and administration of outreach division strategies and tactics to attain business goals with operational stability.

Delivers results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and people development.

Maintains commitment to continuous improvement and excellence to meet and exceeding Service Level Agreement (SLA) performance for division success.

Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to contact center performance and outcomes.

Develops and maintains effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.

Coordinates analytic, tactical and technical resources to meet client expectations and ensure client satisfaction.

Ensures compliance with regulatory agency guidelines and standards.

with providers, medical facilities, health systems and third-party copy services to foster engagement in record retrieval projects.

Organizes and provides management, front-line initiatives, and performance reporting as well as communication with internal and external stakeholder partners.

Evaluates technological tools in place, engages relevant stakeholders on workable solutions, and executes implementation of change.

Requires an individual to maintain the ability to work in an environment with PHI / PII data.

Must maintain compliance with all company policies and procedures and applicable laws and statutes.

May be assigned other duties.

Leadership Responsibilities:

Manages mid-level professionals and/or first time/junior level people managers.

Leads by example by exhibiting behaviors aligning to Company’s core values. Keeps direct reports accountable for upholding values and ensures all people decisions are in alignment. Is recognized by leadership as a positive influential leader of their function.

Ensures the development and execution of people objectives are directly aligned to Company strategy.

Qualifications / Requirements:

Bachelor’s degree or higher preferred

Minimum 5 years of Call Center/Contact Center management experience.

Deep understanding of operations, effective operations management and improvement methodologies is essential.

Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,

Ability to influence senior stakeholders (across different geographies) and communicate well at all levels, delivery to suit audience, share knowledge effectively that enhances learning and application of new skills.

Able to make decisions in a fast-paced environment and reacts well to challenges.

Initiative-taking collaborator able to thrive in ambiguity and navigate complexity to develop solutions.

Methodical thinker with ability to structure, analyze and present complex ideas and data, as well as resolve complex problems in a simplified format.

Excellent computer skills and proficient in MS Office with advanced Excel skills and G-suite (Salesforce CRM preferred)

Experience with process improvement and managing processes

Understanding of HIPAA and PHI

Strong understanding of project management methodologies and key terms

Strong analytical skills

Must have excellent time management skills, be highly organized, self-motivated, and be able to work under strict timelines with minimal day-to-day supervision

Demonstrate ability to manage multiple tasks effectively, remain flexible, and be able to adapt to shifting priorities. Maintain a high level of productivity and confidentiality

Possess excellent written, verbal, and interpersonal communication skills

Strong administrative and organizational skills, ability to comprehend the varied activities

Physical Requirements:

Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting productivity standards.

Must be able to lift and carry up to 10 lbs.

No more than 10% of domestic and/ or international travel to company or customer sites, etc.

Working Conditions:

Working conditions are normal for an office environment.

Work may require occasional weekend and/or evening work.

Occasional out of the area and overnight travel is to be expected.

Here is how you will benefit as a valued member of our Expert Teams at Episource.

• Remote culture with company equipment, virtual access, and monthly internet allowance
• Self-managed Flexible Time Off / Paid Time Off + eight paid holidays per year
• Parental Leave
• Wellness Programs (EAP, Calm App)
• 401(k) with company match
• Career Development: Tuition reimbursement, certifications, and seminars
• Health, Vision, Dental, Voluntary Life, and AD&D Insurance
• Health Savings Account / Flexible Savings Account

EPIC Core Values: Entrepreneurial, Positive, Integrity, Customer-focused
The embodiment of our EPIC Core Values defines our team member experience. We are proud to demonstrate and celebrate these values daily, and we showcase these to one another, our candidates and applicants, and our esteemed clients.

Expert Teams. Ingenious Technologies.
Our journey started in 2006 with medical billing and coding services for physicians, then pivoted to HCC coding for payers. We’ve grown by learning and listening to clients. Our entrepreneurial mindset drives innovation and collaboration and aims to provide exceptional service experiences. Fifteen years later, we are a platform company delivering insights and interventions using superior technology workflows and people.

Salary Range (or rate): $100,000-$110,000/year
Pay is based on several factors, including but not limited to education, work experience, certifications, location, and other relevant factors. This is Episource’s good faith and reasonable estimate of the compensation range for this position as of the time of posting.

Diversity creates a healthier atmosphere: Episource is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Episource is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.