Postion Description

As Eleanor’s Director of Member Engagement you will play the lead role in driving Eleanor Health’s centralized efforts to initiate and nurture trusting relationships with individuals who have substance use disorder and/or behavioral health care needs. This role requires a hands on, data-driven people leader with a proven track record of developing and employing successful outreach and engagement strategies in a fast changing market environment to help our current and prospective patients (we call them community members) get the help they need. You will lead the development and execution of Eleanor’s member outreach and engagement strategy while overseeing operations of a centralized contact center and enabling growth by supporting new market implementations and by targeting attributed populations that have been assigned to Eleanor under value based payment contracts. As a key contributor to Eleanor’s companywide success, you will lead by example, inform growth and operations strategy, and drive accountability for team performance in meeting or exceeding member engagement targets. More specifically, you will: 

• Define overall outreach and engagement strategy and direct the success, growth and sustainability of outreach and engagement operations. 
• Build a scalable, centralized inbound and outbound contact center capable of serving current member needs and new member growth goals. 
• Providing centralized direction, coordination and enabling tools and processes for outreach efforts delivered by field teams.
• Optimize team performance through continuous evaluation, testing and process improvement to drive superior outcomes
• Promote data informed decision-making through development and use of metrics and performance management dashboards 
• Develop deep insights about decision drivers throughout the member engagement cycle to prioritize and drive programs and initiatives that activate, convert, retain and re-engage current and prospective members of who would benefit from Eleanor care 
• Foster an environment of creative problem solving and continuous improvement to overcome barriers to member engagement and drive operational efficiencies over time 
• Partner with the Product, Engineering, Data, and Operations teams to implement tools to support outreach, engagement, and community-building 
• Partner with the Growth and Market Operations teams to support new market entry execution and/or new populations coming into Eleanor’s population health universe
• Partner with Compliance in monitoring legal, regulatory and other market developments to ensure outreach and engagement activities are compliant with all relevant standards
• Lead related and ad hoc operations projects as needed 
• Work cross-functionally to develop capabilities and functions that deliver a connected, coordinated, outstanding experience for Eleanor community members and colleagues

Contact and Engagement Center

• Launch and manage a scalable, best-in-class member contact center that that will deliver centralized processing of inbound and outbound communications (e.g., general helpline, urgent calls, scheduling, referrals, initial contact, conversion, reengagement) across call, email, SMS/MMS, snail mail and other communication platforms in a manner that reinforces Eleanor’s care model and meets members where they are
• Lead overall contact center operations to consistently meet production and service level expectations for both inbound and outbound activities
• Hire, onboard and continuously develop a high performing contact center staff that scales efficiently with population demands, cultivating a culture of performance, accountability, empathy, and collaboration  
• Continuously test and refine engagement messaging and communication approaches to increase engagement yield and member/potential member satisfaction
• Serve as the business owner for specific business applications and vendors that support the member engagement and contact center  
• Capture and analyze member feedback to provide insights on care and other quality improvement opportunities to enhance member retention
• Collaborate with clinical and field operations leaders to understand their needs and establish touchpoints and integration points to ensure effective coordination of a seamless member experience  
• Lead contact center expansion and the establishment of key supporting external partnerships to keep up with Eleanor growth demands

Field Outreach 

• Applying deep knowledge of member engagement drivers and business priorities to stratify potential member populations to optimize initial outreach efforts between the centralized contact center and field resources 
• Define scalable field outreach strategies for different member populations and provide centralized direction, coordination and enabling resources for outreach efforts by local teams to support timely member engagement and intake goals across all markets 
• Partner with market operations leads to determine and execute field outreach priorities and capture member and potential member feedback for continuous improvement
• Maximize quality of outreach encounters and team productivity through the optimization of scripting and marketing collateral in partnership with the Marketing Team 
• Develop repeatable solutions to locate and engage hard-to-reach members and execute on strategies to decrease the number of unreachable members of attributed populations

Requirements for the Role:

• 10+ years of healthcare experience; 5+ years of management experience related to patient/member service and engagement
• A firm grasp of multi-unit healthcare operations, preferably in a population health setting 
• Demonstrated success leading teams to build operations functions from the ground up   
• Demonstrated success identifying and managing to key operations metrics and budgets
• Equal levels of comfort driving strategic initiatives and rolling up sleeves to troubleshoot and help teams execute on tricky, complicated cross-functional projects 
• Have a proven track record for working well across teams and with external partners
• Have a hands-on, process-oriented mindset and demonstrated ability to execute within a fast-moving work environment
• Comfort and experience leveraging data to lead teams and inform decision making at both an operational and executive level 
• The ability to influence in a collaborative environment and build strong relationships at all levels
• Experience leading remote teams with diverse functional responsibilities
• Demonstrated strength in managing and meeting operational KPIs and OKRs

Nice to Have, But Not Required:

• A solid understanding of behavioral health operations, especially with regard to substance use disorder care and treatment
• Experience in fast-paced, high-growth, start-up environments, ideally in healthcare 
• Experience standing up and/or turning around customer contact centers 
• Experience leading similar functions in population health/value based care setting
• Experience leading a successful member outreach and/or engagement function for a health plan, care management organization, or provider organization 
• Familiarity with modern growth marketing and motivational interviewing 

Our Definition of Success in the Role:

• High performing teams meeting or exceeding targets and best in class scalable engagement models
• Successful execution on outreach and engagement strategy and implementation of outreach and engagement tools and processes to make efforts for effective and efficient 
• Strong collaborative relationships across the organization

About Eleanor Health

Eleanor Health is rethinking addiction by fully treating it as a chronic condition and building an integrated solution that expands access to effective, whole-person treatment to drive sustained recovery. Our goal is to improve upon earlier generations of opioid and substance use disorder treatment to create more accessible clinic- and community-based care that is integrated with the rest of a patient's life and care journey, and delivers superior outcomes for patients (we call them community members), their loved ones and communities, the healthcare system, and society.

Eleanor Health and its associated health care providers deliver best-in-class substance use disorder care utilizing Medication-Assisted Therapy (MAT), behavioral health therapy, care management, and social support and wrap services. As a multi-site, outpatient treatment organization, Eleanor delivers accessible, evidence-based, and clinically excellent care, supported by innovative technology. 

A fast growing startup, Eleanor Health launched in September 2019 and already has a half-dozen clinics in North Carolina and New Jersey and is poised to continue our rapid expansion into other states in the coming months. 

If you are passionate about building a great business that makes a difference, we seek highly skilled, motivated and compassionate individuals who take responsibility and adapt quickly to change to join our deeply committed and collaborative team.

Job Type: Full-time