Outreach & Engagement Director

About the Role:

We are seeking a strategic, innovative, and relationship-oriented Outreach & Engagement Director to join our growing Access Team. The Outreach & Engagement Director will provide inspiring leadership and will be responsible for developing and implementing strategic initiatives, infrastructure, and workflows that result in member engagement (i.e., scheduling appointments, account creation, etc.)

Primary Responsibilities:

Champion, develop, and implement strategic member engagement initiatives in multiple modalities including but not limited to phone, chat, text and email - all within the context of the broader member journey and touchpoints.

Develop deep partnerships with key cross-functional teams (i.e. clinical, population health, data engineering, analytics, marketing, etc.) to understand the end to end member experience to maximize the performance of the Outreach team and drive an optimal member experience.

Establish impact metrics and oversee the collection, organization, and analysis of data to to continuously improve member engagement and optimize strategic initiatives, infrastructure and workflow.

Lead the development and implementation of innovative internal tools and systems (i.e. Salesforce, Telephony platforms, etc.) to multiply the impact of our member recruitment, onboarding, and engagement.

Direct and lead cross-functional project teams to implement complex member-facing initiatives.

Provide strong leadership, management, and oversight of at least 5 direct reports (managers/supervisors) and at least a team of 25.

Qualifications:

7+ years of outreach & inbound management and leadership experience

Excellent communication, problem-solving, critical thinking, and organization skills

Experience managing one or more engagement teams (experience managing remote teams or individuals a plus)

Experience with Salesforce Health Cloud and Electronic Medical Records required.

Familiarity and experience with any of the following: GSuite, Slack, Zoom, Mobile Device Management (MDM), Jamf, VOIP, Atlassian JIRA, Confluence, and Office 365

Familiarity and experience working with member data, census files and a data engineering team.

Familiarity with HIPAA and managing compliance within a digital health organization (not required, but nice to have)

Demonstrated performance managing and inspiring a culturally and professionally diverse team.

Strong interpersonal, relationship-building, and listening skills, with a natural, consultative style.

Ability to energize, communicate, and build rapport at all levels within an organization

You're self-directed, confident, able to work in a fast-paced environment, and are aligned with Eleanor Health’s mission

You love teaching and learning and being a part of a team - you’re excited to pick up new skills or investigate new technologies, and equally able to share that knowledge with others

About Eleanor Health

Eleanor Health is the first outpatient addiction and mental health provider delivering convenient and comprehensive care through a value-based payment structure. Committed to health and wellbeing without judgment, Eleanor Health is focused on delivering whole-person, comprehensive care to transform the quality, delivery, and accessibility of care for people affected by addiction.

To date, Eleanor Health operates multiple clinics and a fully virtual model statewide across Louisiana, Massachusetts, New Jersey, North Carolina, Ohio, Texas, and Washington, delivering care through population and value-based partnerships with national and regional payors, employers, and other stakeholders.

If you are passionate about providing high quality, evidence based care for individuals with substance use disorder through an innovative practice, and about building a great business that makes a difference, Eleanor Health is an ideal opportunity for you. 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