Manager, Digital Care Coordination - Responsive Care

Devoted Health

1d • $78,000 - $125,000

About The Position

The Manager, Digital Care Coordination will lead the team of Digital Care Coordinators who manage the inbound chat message queue for Devoted Health's innovation hub in MyDevoted. This role ensures members receive prompt, accurate, and compassionate responses, with each need being resolved or appropriately routed. The position requires both people leadership and operational expertise, involving team coaching, performance analysis, volume and staffing modeling, workflow refinement, and ensuring smooth daily operations as the digital channel expands. The role collaborates with clinical, product, and operational partners to shape the future of digital care coordination at Devoted Health.

Requirements

• 4+ years of experience in service, contact center, digital support, or healthcare operations, with accountability for quality and productivity
• 1–2+ years of people leadership experience managing front-line teams

Nice To Haves

• Experience managing chat, messaging, or other asynchronous digital support queues, ideally in healthcare
• Confident using data to understand operations, forecast volume, build staffing models, and set quantitative goals
• Proven ability to build, mentor, and scale operational teams in a fast-growing environment
• Familiarity with Medicare Advantage, care coordination, and member-facing healthcare workflows
• Comfortable with CRM and messaging platforms, and curious about automation and AI tools that improve the member experience
• Clear, empathetic writing and the ability to communicate operational updates and risks to leadership

Responsibilities

• Lead, coach, and develop a team of Digital Care Coordinators (and supervisors or leads as the team grows)
• Build a service-oriented culture where members feel heard, supported, and cared for in every interaction
• Handle individual goal setting, performance management, and career coaching, and develop future leaders from within the team
• Own daily performance of the MyDevoted inbound chat queue, including response times, resolution rates, backlog, and member experience
• Monitor real-time queue health and adjust staffing and priorities to meet service levels
• Make sure member needs are escalated or handed off appropriately to care coordinators, nurse case managers, clinicians, and other teams
• Execute tasks supporting volume forecasts, capacity models, and staffing plans to support a growing team and channel
• Develop, track, and report on KPIs (e.g., speed to response, time to resolution, quality scores, member satisfaction) and turn trends into action plans
• Use data to find root causes of recurring member needs and recommend upstream fixes
• Design, document, and refine workflows, macros, and escalation protocols for digital care coordination
• Partner with product and technology teams to improve MyDevoted chat tooling, including automation and AI-assisted opportunities
• Pilot new initiatives within the innovation hub and scale what works
• Run quality reviews and chat audits to ensure accurate, compliant, and empathetic communication
• Make sure team practices meet regulatory, privacy (HIPAA), and Medicare requirements
• Develop and maintain training and onboarding for new team members
• Collaborate with clinical, member services, care coordination, and operations leaders to align on goals and remove blockers for members

Benefits

• Employer sponsored health, dental and vision plan with low or no premium
• Generous paid time off
• $100 monthly mobile or internet stipend
• Stock options for all employees
• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
• Parental leave program
• 401K program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed