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ProgenyHealth is a leading provider of care management solutions for maternal and infant populations. We partner with health plans and their obstetric, perinatal, and neonatal providers to work collaboratively in developing a plan of care specific to the needs of each member/family – from prenatal care to delivery to admission to the intensive care nursery until they are safely transitioned from the hospital, up to the first year of an infant’s life. Our program promotes appropriate utilization, improves access, educates members and their families, addresses social determinants of health, reduces costs, and improves outcomes. Job location: This position may be performed remotely – candidates outside of the Eastern PA area will be considered. Job Role The Case Management Engagement Supervisor is primarily responsible for managing the CM administrative staff in the day-to-day operations of the department. This includes facilitation of enrollment and engagement of members to meet performance standards; oversight and adjustment of work queues to maintain workflow balance; monitoring adherence to department, client, and company metrics; training of new hires; and various other duties to support the non-clinical CM staff and the company clinical programs. Reporting to the Sr. Director of Case Management, the Supervisor will work closely with the NICU CM clinical supervisory staff and plays a key role in implementing the culture and work environment that promotes and inspires an active, continuous improvement philosophy regarding products and services in line with our company mission. Responsibilities Include: Supports team members and clients in the day-to-day operations of non-clinical Case Management support staff. Meets with staff regularly to touch base, give and receive feedback and to hear and address their concerns or issues. Responsible for implementing strategies that motivate staff to successfully enroll/engage members in ProgenyHealth clinical programs Monitors the achievement of production targets and oversees team metrics in the medical and phone management systems and consults with staff to adjust as needed. Conducts regular call, documentation and focused audits Supports department leadership with inbound/outbound call analysis to identify trends Contributes to standing operating procedures and workflows Applies contact center experience to proactively drive continuous improvement Qualifications: Experience in a team lead or supervisory position preferred Experience with telephony applications and software required Previous experience in a case management/population health program activity center strongly preferred. College degree is preferred. Three or more years of experience in an engagement/outreach specialist role is required. Must be available to stay late, as needed, to manage staff and caseloads. Must have demonstrated strong problem-solving skills. Must demonstrate commitment to excellence in customer service. Must have proven track record of utilizing tact, diplomacy, and strategic thinking in addressing issues and changes in company policy, etc. Must be self-motivated and willing to learn multiple tasks. Must be well organized and able to prioritize tasks. Must have good computer skills and be familiar with using Microsoft Office (Word, Outlook Excel, etc.) Must demonstrate accuracy in spelling and documentation. Benefits/Culture Some of the benefits we offer our team are:
Paid Time Off
Paid Parental Leave
Medical, dental, vision benefits
401K with company match
Short- and Long-Term Disability
Group Life Insurance
Tuition reimbursement
Professional development opportunities
Team oriented events throughout the year
ProgenyHealth positively recruits people from diverse backgrounds, including individuals with disabilities - if you need an accommodation to interview, please contact us by email: careers@progenyhealth.com
