Health Coach Manager

Diverge Health•Cleveland, OH

1d•$75,000 - $90,000

About The Position

At Diverge Health we are passionate about improving health access and outcomes for those most in need. We partner with primary care providers to improve the engagement and management of their Medicaid patients, offering independent practices with specialized resources and clinical programs to close gaps in care. Our teams work to address medical, social and behavioral patient needs, lowering healthcare costs and improving patient lives. Guided by our core values of humility, continuous learning and feeling the weight, our team is on a mission to strengthen communities from within, unlocking people's ability to live their healthiest lives. As a Health Coach Manager at Diverge, you will have a critical role in supporting our care teams in meeting performance goals and driving positive outcomes for the patients we support. As a highly experienced people manager you will mentor our Health Coaches, you are an empathetic leader who is excited to celebrate day-to-day successes and collaborate with team members to problem-solve when issues arise. You create an engaging and positive team environment and are comfortable leading, assessing performance, and delivering consistent feedback, both positive and constructive to support employee growth and development. Key areas you’ll add value: Responsible for people and performance management of assigned Health coaches on Care Teams Support Health Coaches from onboarding through on-the-job learning to ensure success in their role of driving positive patient outcomes Oversee all people management responsibilities including communication, performance management, growth and development, and administrative/compliance Support coaches in assisting patients with social determinants of health needs Visit patient homes, physician partner practices, and attend in-office meetings Lead weekly meetings with Health Coaches to facilitate discussion regarding successes and challenges, and create a safe, trusted and collaborative environment in which each team member feels empowered to contribute Identify performance issues that require proactive performance coaching, and when necessary, disciplinary steps During the training period, partner with Population Health leadership team and Clinical Trainer to participate in assessment review, and identify emerging risk areas for additional training Complete quarterly performance reviews and work closely with the team to align on prioritization of work Work closely with individual Health Coaches to support ongoing growth and development Monitor performance dashboards on a daily/weekly cadence to view individual Health Coach performance of assigned pods and facilitate ongoing feedback sessions to reinforce and/or correct behavior Shadow Health Coaches and provide consistent feedback on patient engagement skills Conduct Quality Assurance calls to gather NPS score and qualitative feedback from patients. Participate in hiring manager responsibilities for new Health Coach recruitment. Serve as a mentor to new Health Coaches Additional responsibilities as necessary to support the aims of advancing the quality and performance of Diverge Health care teams.

Requirements

Demonstrated success in managing people and guiding their day-to-day performance
3+ years of supervisory experience
2+ years' experience with Chronic Disease management
At least 5+ years of relevant experience in a customer service or coaching role, ideally in a high-growth company
Experience navigating and supporting social determinants of health needs
Strong customer service or patient-facing experience
Comfortable working with diverse teams with both clinical and non-clinical backgrounds
Experience working with remote teams and promoting team culture in remote environments
Ability to visit patients in home and drive on-site to meetings
Familiarity with one or more of the following topics: primary care, health coaching, health education or care of vulnerable patient populations.
Equally empathetic and objective, humble and highly conscientious; a teammate that inspires and motivates others.
Comfort with uncertainty; self-motivated and directed; can manage effectively in high growth, rapidly evolving environments.
A problem solver, able to think critically and strategically while being hands on in driving work; proactively identifies and resolves risks to execution and delivery.
Strong representation of the company's mission, vision, and values across all dimensions of internal and external interactions.
Strength in authentically connecting with people from all walks of life with empathy and humility.
Candidates must be authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

Nice To Haves

Experience utilizing Motivational Interviewing is preferred

Responsibilities

Responsible for people and performance management of assigned Health coaches on Care Teams
Support Health Coaches from onboarding through on-the-job learning to ensure success in their role of driving positive patient outcomes
Oversee all people management responsibilities including communication, performance management, growth and development, and administrative/compliance
Support coaches in assisting patients with social determinants of health needs
Visit patient homes, physician partner practices, and attend in-office meetings
Lead weekly meetings with Health Coaches to facilitate discussion regarding successes and challenges, and create a safe, trusted and collaborative environment in which each team member feels empowered to contribute
Identify performance issues that require proactive performance coaching, and when necessary, disciplinary steps
During the training period, partner with Population Health leadership team and Clinical Trainer to participate in assessment review, and identify emerging risk areas for additional training
Complete quarterly performance reviews and work closely with the team to align on prioritization of work
Work closely with individual Health Coaches to support ongoing growth and development
Monitor performance dashboards on a daily/weekly cadence to view individual Health Coach performance of assigned pods and facilitate ongoing feedback sessions to reinforce and/or correct behavior
Shadow Health Coaches and provide consistent feedback on patient engagement skills
Conduct Quality Assurance calls to gather NPS score and qualitative feedback from patients.
Participate in hiring manager responsibilities for new Health Coach recruitment.
Serve as a mentor to new Health Coaches
Additional responsibilities as necessary to support the aims of advancing the quality and performance of Diverge Health care teams.