Homeward is rearchitecting the delivery of health and care in partnership with communities everywhere, starting in rural America. Today, 60 million Americans living in rural communities are facing a crisis of access to care. In the U.S. healthcare system, rural Americans experience significantly poorer clinical outcomes. This trend is rapidly accelerating as rural hospitals close and physician shortages increase, exacerbating health disparities. In fact, Americans living in rural communities suffer a mortality rate 23 percent higher than those in urban communities, in part because of the lack of access to quality care.

Our vision is care that enables everyone to achieve their best health. So, we’re creating a new healthcare delivery model that is purpose-built for rural America and directly addresses the issues that have historically limited access and quality. Homeward supports Medicare-eligible beneficiaries by partnering with health plans, providers, and communities to align incentives – taking full financial accountability for clinical outcomes and the total cost of care across rural counties.

As a public benefit corporation and Certified B Corp™, Homeward’s mission and business model are aligned to address the healthcare, economic, and demographic challenges that make it challenging for rural Americans to stay healthy. Our Homeward Navigation™ platform uses advanced analytics to connect members to the right care and local resources that address social determinants of health and improve holistic health outcomes. Since many rural communities lack adequate clinical capacity, Homeward also employs care teams that supplement local practices and reach people who cannot otherwise access care.

Homeward is co-founded by a leadership team that defined and delivered Livongo’s products, and backed most recently by a $50 million series B co-led by Arch Ventures and Human Capital, with participation from General Catalyst for a total of $70 million in funding. With this leadership team and funding, Homeward is committed to bringing high-quality healthcare to rural communities in need.

The Opportunity

Join us in tackling healthcare for rural America! We seek a detail-oriented Command Center Lead to oversee daily operations of our Member Services team. In this role, you'll drive strategies to enhance member engagement and optimize call center performance, ensuring our team delivers outstanding care to prospects and members.

What you’ll do:

Oversee daily operations of the call center, ensuring high-quality member engagement and outreach production.
Monitor team performance and provide coaching feedback.
Develop strategies to improve call center processes to increase member engagement.
Collaborate with member engagement leadership and market care teams to align command with market/health plan engagement goals.
Utilize operations expertise to manage resource allocation and optimize workflow.

What you bring:

5+ years of experience overseeing the daily operations of a call center.
Experience with Genesys Telephony system is required, including hands-on use for managing customer interactions, call routing, and reporting functions.
Experience in operations, demonstrating the ability to streamline processes for efficiency.
Excellent communication and interpersonal skills.
Strong leadership and decision-making capabilities.
Ability to work under pressure in a fast-paced environment.
Proficient in data analysis and performance metrics evaluation.
Commitment to providing empathetic and effective member and team member support.

What Shapes Our Company:

Deep commitment to one another, the people and communities we serve, and to care that enables everyone to achieve their best health
Compassion and empathy
Curiosity and an eagerness to listen
Drive to deliver high-quality experiences, clinical care, and cost-effectiveness
Strong focus on the sustainability of our business and scalability of our services to maximize our reach and impact
Nurturing a diverse workforce with a wide range of backgrounds, experiences, and points of view
Taking our mission and business seriously, but not taking ourselves too seriously– having fun as we build!

Benefits:

Competitive salary, equity grant, generous paid time off
Comprehensive benefits package including medical, dental & vision insurance with 100% of monthly premium covered for employees
Company-sponsored 401k plan
Flexible working arrangement

The base salary range for this position is $80,000 - $100,000 annually. Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, location, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Homeward Health. This role is eligible for an annual bonus, stock options, as well as a comprehensive benefits package.

At Homeward, a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you have yet to gain experience in the areas detailed above, we hope you will share your unique background with us in your application and how it can be additive to our teams.

Homeward is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Homeward is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

Command Center Lead

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