Manager, Digital Care Coordination - Responsive Care

Devoted Health; United States; Remote; USD 78,000 - 125,000; Full time

Benefits offered by this job

Health plan

Paid time off

Stipend

Stock options

Bonus eligibility

Parental leave

401K

Job summary

Devoted Health in the United States is seeking a Manager, Digital Care Coordination to lead the team that handles MyDevoted inbound chat messages. You will coach digital care coordinators, set goals, and drive service quality while shaping the operational engine behind the channel as it scales.

The role collaborates with clinical, product, and operations partners to improve workflows, implement analytics, and ensure compliant, empathetic member interactions.

Qualifications

• 4+ years in service, contact center, digital support, or healthcare operations.
• 1–2+ years leading frontline teams.
• Strong writing and communication skills for leadership updates.

Responsibilities

• Lead, coach, and develop a team of Digital Care Coordinators (and supervisors or leads as the team grows).
• Own daily performance of the MyDevoted inbound chat queue and monitor metrics like response times and resolution rates.
• Develop volume forecasts, capacity models, and staffing plans to support growth.
• Design, document, and refine workflows, macros, and escalation protocols for digital care coordination.
• Run quality reviews and chat audits to ensure compliant, empathetic communication.
• Collaborate with clinical, member services, care coordination, and operations leaders to align goals.

Skills

Service operations

People leadership

Workflow design

Data analysis

Healthcare familiarity

CRM / messaging platforms

Job description

Job DescriptionA bit about this role:Members increasingly reach out to us through MyDevoted, and every message is a chance to show them they're cared for like family. The Manager, Digital Care Coordination will lead the team of Digital Care Coordinators who manage the inbound chat message queue for our innovation hub in MyDevoted. They make sure members get fast, accurate, and caring responses, and that each need is resolved or routed to the right place.This role is both a people leader and an operator. You'll coach and develop a growing team, and you'll own the operational engine behind it: analyzing performance, modeling volume and staffing, refining workflows, and making daily operations run smoothly as the digital channel scales. You'll work closely with clinical, product, and operational partners to shape how digital care coordination works at Devoted.Your responsibilities and impact will include:Team LeadershipLead, 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 interactionHandle individual goal setting, performance management, and career coaching, and develop future leaders from within the teamChat Queue OperationsOwn daily performance of the MyDevoted inbound chat queue, including response times, resolution rates, backlog, and member experienceMonitor real-time queue health and adjust staffing and priorities to meet service levelsMake sure member needs are escalated or handed off appropriately to care coordinators, nurse case managers, clinicians, and other teamsOperational Analysis & ModelingExecute tasks supporting volume forecasts, capacity models, and staffing plans to support a growing team and channelDevelop, track, and report on KPIs (e.g., speed to response, time to resolution, quality scores, member satisfaction) and turn trends into action plansUse data to find root causes of recurring member needs and recommend upstream fixesWorkflow Design & Continuous ImprovementDesign, document, and refine workflows, macros, and escalation protocols for digital care coordinationPartner with product and technology teams to improve MyDevoted chat tooling, including automation and AI-assisted opportunitiesPilot new initiatives within the innovation hub and scale what worksQuality & ComplianceRun quality reviews and chat audits to ensure accurate, compliant, and empathetic communicationMake sure team practices meet regulatory, privacy (HIPAA), and Medicare requirementsDevelop and maintain training and onboarding for new team membersCross-Functional PartnershipCollaborate with clinical, member services, care coordination, and operations leaders to align on goals and remove blockers for membersRequired skills and experience:4+ years of experience in service, contact center, digital support, or healthcare operations, with accountability for quality and productivity1–2+ years of people leadership experience managing front-line teamsDesired skills and experience:Digital Channel Expertise: Experience managing chat, messaging, or other asynchronous digital support queues, ideally in healthcareAnalytical & Modeling Skills: Confident using data to understand operations, forecast volume, build staffing models, and set quantitative goalsScaling Teams: Proven ability to build, mentor, and scale operational teams in a fast-growing environmentHealthcare Knowledge: Familiarity with Medicare Advantage, care coordination, and member-facing healthcare workflowsTech-Savvy: Comfortable with CRM and messaging platforms, and curious about automation and AI tools that improve the member experienceCommunication: Clear, empathetic writing and the ability to communicate operational updates and risks to leadershipSalary range: $78,000 - $125,000 annuallyThe pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.Our Total Rewards package includes:Employer sponsored health, dental and vision plan with low or no premiumGenerous paid time off$100 monthly mobile or internet stipendStock options for all employeesBonus eligibility for all roles excluding Director and above; Commission eligibility for Sales rolesParental leave program401K programAnd more....*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.We have been made aware of instances of fraudulent job postings and/or fraudulent recruiting activity by individuals purporting to represent Devoted Health. These fraudulent schemes often seek monetary contributions or payments from job seekers (such as for “start up costs” or “equipment”), or seek to collect sensitive personal information. These job postings and offers are NOT authorized by Devoted Health and Devoted is not responsible for fraudulent offers, personal information that you may have disclosed, or payments made to third parties purporting to represent Devoted. We have reported this matter and are cooperating with law enforcement agencies. Devoted Health will never ask for financial commitment or contribution from a candidate at any stage of the recruitment process.