Senior Manager, Member Outreach

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.

Summary Of Position

As the Sr. Manager of Member Outreach, you will be the business leader who oversees all outbound phone campaigns, including but not limited to campaigns centered around new member enrollment and member retention. This is a nascent and rapidly growing/evolving channel for Teladoc Chronic Care (Livongo) and we’re looking for a leader with the experience and tenacity to help us successfully scale while pushing through challenges along the way. The Sr. Manager will be responsible for campaign strategy, operational excellence, team leadership/management and overall execution. This will require collaboration with a number of cross-departmental stakeholders (including but not limited to our Marketing, Engineering, and Client teams). This role will be responsible for the hiring, performance management and ongoing development of our Member Outbound Specialist team. Partnering with senior leadership, you will translate company priorities and needs into effective and nimble outbound campaigns that help drive key business metrics.

Essential Duties And Responsibilities

• Work with the VP of Member Operations on growth and performance improvement strategies
• Partner with our Marketing and Data teams to help oversee and drive the ingestion of new campaign case records
• Partner with business leaders on new campaign opportunities as business needs evolve
• Help foster a culture of quality and collaboration
• Financial responsibilities include the creation and management/adherence/tracking of the MS Outbound budget
• Successfully deliver on KPI’s and team performance metrics (call volume, member conversion, etc.)
• Assist with the development and distribution of reliable/actionable team reporting
• Help manage, forecast, and communicate team bandwidth/dialing capacity to appropriate stakeholders
• Lead and develop a high-functioning Member Outbound channel
• Identify areas for operational improvement within our SFDC environment and collaborate with the appropriate technical resources to drive them to conclusion
• Help craft and optimize our individual contributor compensation plan to drive optimal team and Specialist performance
• Work with the VP of Member Operations to drive automation improvements and continued investments via business case analysis
• Directly manage the Member Outbound Specialist team to include setting performance standards, performance management, hiring, career and individual development plans, etc.
• Manage against ad hoc and dynamic business deadlines

Management Responsibilities

Yes

Qualifications Required For Position

• Exceptional verbal and written communication skills, with the ability to collaborate effectively with colleagues in person and remotely, across time zones
• College degree, Master degree preferred
• Emotional intelligence and outstanding interpersonal skills that enable to you positively interact with colleagues at all levels of the business
• 10 + years of experience in the field of Customer Service
• 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
• A passion for making a difference in the lives of people with chronic conditions
• Ability to represent Member Support in front of Client Team stakeholders and comfort/skill with client facing interaction when necessary
• 7+ years experience managing an Outbound Contact Center team
• 7+ years of experience at Sr level (Sr Manager / Director) leading a Customer Service / Contact Center organization.
• A deep sense of personal responsibility combined with strong attention to detail and organization, and an ability to juggle multiple projects simultaneously
• Dynamic and strategic thinker that can manage in the present and plan for the future

The base salary range for this position is $120,000-130,000. In addition to a base salary, this position is eligible for performance bonus, RSU’s, 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.

Why Join Teladoc Health?

A New Category in Healthcare: Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.

Focus on PEOPLE: Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.

Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.

Growth and Innovation: We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.

Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA). Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health’s Notice of Privacy Practices for U.S. Employees’ Personal information is available at this link.