At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States. And we've just started. So join us on this mission!

Job Description

A bit about this role:

Within the Member Experience Operations organization, the Workforce Management function is responsible for ensuring member- and patient-facing teams are staffed to deliver on the world-class service Devoted is known for. Our focus is on delivering on Devoted’s promise to “treat members like family” by ensuring each team has the right support each day to serve our members, and on making Devoted a welcoming and sustainable place to work for employees.

That’s where you come in. The Senior Associate, Outbound will play a crucial role in overseeing and optimizing our workforce operations for outbound teams. This role requires a strategic thinker with exceptional analytical skills, a deep understanding of workforce planning principles, and the ability to implement and manage workforce management systems and processes effectively. You will be responsible for growing the impact of the Workforce Management team’s outbound capabilities by identifying and leading cross-functional people, process and product initiatives.

Your Responsibilities and Impact will include:

Outbound Operations Leadership:

• Serve as the primary WFM lead for all outbound calling teams, including but not limited to Member Outreach, Complex Case, SCOUT (Service Calling), Service Recovery, Community Guide, and Pharmacy Guide teams

• Develop and implement outbound-specific forecasting models that account for campaign volumes, member availability patterns, and success rate targets

• Partner with clinical and member engagement teams to optimize outbound calling strategies, including optimal calling times, contact attempts, and campaign prioritization

• Design and manage scheduling frameworks that balance outbound productivity targets with member preference

Forecasting & Strategic Capacity Planning:

• Develop and maintain throughput forecasting models factoring throughput and funnel metrics (outreach generation, connection and acceptance rates, productivity) to determine optimal staffing requirements – and own key inputs to financial models

• Create daily, weekly, and monthly staffing plans, identify risks to coverage, and anticipate seasonal or policy-related surges (e.g., D2Me penetration, Medicaid renewals, Service Recovery)

• Analyze historical outbound data to identify trends in member availability patterns, campaign performance, and resource utilization to optimize staffing requirements

• Partner with operational leadership and stakeholders to drive continuous optimization across outbound WFM processes and align capacity with organizational goals

Queue & Campaign Management:

• Ensure outbound lists are prioritized correctly and aligned with each team's role, partnering with campaign owners and analysts to monitor progress-to-goal

• Flag duplicate or exhausted outreach efforts and recommend optimizations to improve member experience and operational efficiency

• Configure and manage Orinoco's Get Next Outreach (GNO) function and campaign assignments with stakeholder-established prioritization

Performance Analytics & Operational Insights:

• Deliver consistent reporting on volume, productivity, member reach, and call outcomes, providing regular insights to senior leaders on workforce performance and optimization opportunities

• Identify and escalate inefficiencies and recommend workflow improvements across teams, collaborating with Leadership to understand performance by campaign, member type, or issue

• Build, own, and revise reporting for daily/weekly/monthly summaries of outbound campaign performance, contact rates, productivity, and other ad-hoc metrics

• Evaluate outbound business processes, anticipate requirements, and uncover areas of improvement, recommending solutions specific to proactive member engagement

• Identify opportunities to enhance WFM tool functionality to better serve outbound teams and adapt to evolving campaign priorities and member engagement requirements

Required skills and experience:

• 2+ years of experience in operational leadership preferably in a dynamic, fast-paced environment requiring flexibility and speed

• Experience in real-time monitoring and tracking intraday performance; setting goals and meeting them

• The ability to work in a startup environment: which means being transparent in your work, what’s going well, what’s not

• Leadership intuition that people are the most important aspects of our work; respect and caring for those around you and those you serve

• A super proactive “get it done” attitude – and the skills to back it up

• Experience using WFM software platform to manage contact center operations

• Analytical mindset-strong analytical and troubleshooting/problem solving skills, including strong spreadsheet skills including in developing basic to intermediate staffing models from scratch, and the ability to tell the story and drive improvements using data (comfort with manipulating Looker Explore a plus)

• Proven organizational, communication, and change management skills who thrives working with cross-functional stakeholders

• Service-obsessed
  

Desired skills and experience:

• Ability to self-serve data with SQL queries is a plus

• Previous health care experience

Salary range: $60,000 - $72,000 annually

#LI-Remote

Our ranges are purposefully broad to allow for growth within the role over time. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• 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; Commission eligibility for Sales roles

• Parental leave program

• 401K program

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Healthcare equality is at the center of Devoted’s mission to treat our members like family. We are committed to a diverse and vibrant workforce.

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.