Sr. Manager, Patient Engagement Operations (Central Team)

About Author Health

Author Health is revolutionizing mental health care for individuals living with complex mental and physical health conditions. We're on a mission to create a world where everyone receives the care and support they deserve.

As Senior Manager of Patient Engagement Operations, you will help execute on the strategic vision of Author Health’s centralized outreach and engagement strategies, driving patient enrollment and satisfaction across new and existing markets.

Your key responsibilities will include:

Operations Management

• Plan, manage, and monitor the day-to-day operations of the call center.
• Develop and implement policies, procedures, and performance standards to ensure operational efficiency.
• Utilize data and analytics to identify trends, optimize performance, and make informed decisions.

Team Leadership

• Recruit, train, and mentor call center staff, including supervisors and agents.
• Conduct regular performance evaluations, provide constructive feedback, and implement professional development initiatives.
• Foster a positive work environment that encourages teamwork and employee engagement.

Metrics & Reporting

• Monitor KPIs such as call volume, resolution time, reach rates, schedule rates, customer satisfaction, and agent productivity.
• Prepare and present regular performance reports to senior management.
• Develop action plans to address areas for improvement.

Process Improvement

• Drive process improvements by identifying inefficiencies and implementing best practices.
• Evaluate new strategies to help drive enrollment into Author Health's clinical program
• Ensure timely initial member outreach and enrollment for each Health Plan partner on a rolling monthly basis

Cross-Team Collaboration

• Coordinate outbound call efforts in the context of other parts of our onboarding journey, including inbound and outbound emails, SMS text, and mail.
• Integrate operations cross-functionally with virtual and local care teams, provider engagement, and other key functions
• Collaborate and serve as a strategic thought leader with our Clinical Operations, Product, Data, and Marketing teams on infrastructure and strategies to improve effectiveness
• In conjunction with cross-team partners, evaluate new call center technologies and execute cost benefit analyses
• Ensure compliance with relevant regulatory standards

What You Bring
To excel in this role, you should have:

• Bachelor’s degree in Business Administration, Management, or a related field (preferred).
• 5-10+ years of healthcare and/or sales or customer experience leadership experience, with 3+ years in management roles
• Proven success in call center leadership and patient engagement, preferably for patients with mental health and substance use disorders, within Medicare or Medicaid, or with patient populations with complex health and social needs who have historically been challenging to engage
• Experience leading both centralized and remote teams in hyper-growth or startup environments
• Track record of building operations functions from the ground up
• Expertise in identifying and managing key operations metrics and budgets
• Strong organizational and communication skills
• Excellent cross-functional collaboration skills and experience working with external partners
• Passion for reimagining mental health care and improving patient outcomes

Why Join Us

• Be at the forefront of transforming mental health care delivery
• Work with a passionate team dedicated to making a real difference in patients' lives
• Opportunity to shape and grow a critical function within a rapidly expanding organization
• Collaborative, innovative work environment that values diverse perspectives

 What We Offer

When determining compensation, we analyze and carefully consider several factors, including job-related knowledge, skills, and experience. These considerations may cause your compensation to vary.

Additional benefits and perks include:

• Retirement savings plan (401k) Plan up to 3.5% company match 
• Low cost benefits package for employee and dependents (medical/ dental/ vision/ STD/ Life Insurance/ HSA/ FSA)
• Paid vacation
• Paid sick leave
• 9 paid holidays throughout the year with (2) additional flex holidays 
• Performance-based bonuses
• … and more!

Behavioral Health Newco Company is committed to a diverse and inclusive workpla