Outreach Specialist Manager- Remote

Job Description

Sharecare is a digital healthcare company that delivers software and tech-enabled services to stakeholders across the healthcare ecosystem to help improve care quality, drive better outcomes, and lower costs. Through its data-driven AI insights, evidence-based resources, and comprehensive platform – including benefits navigation, care management, home care resources, health information management, and more – Sharecare helps people easily and efficiently manage their healthcare and improve their well‑being.

Across its three business channels, Sharecare enables health plan sponsors, health systems and physician practices, and leading pharmaceutical brands to drive personalized and value‑based care  learn more, visit

Under the direction of the Director of Clinical Care Operations, the Outreach Specialist Manager will oversee a team of Outreach Specialists. Responsibilities include the coaching, development and daily support and management of the team. In addition, the Outreach Specialist Manager is responsible for metric and quality performance monitoring. The successful candidate will recognize, embrace, and support the philosophy, mission, values, and vision of Sharecare.

Demonstration of these values will be evident by leadership practices, integrity, and a demeanor consistent with the culture of professionally representing Sharecare. Analytical, decision‑making prioritizing and leadership skills, along with considerable tact and diplomacy, are all extremely important.

• Team Supervision:
  Oversee daily operations and performance of Outreach Specialists.
• Manages, coaches and trains staff to meet established performance standards.
• Performs regular call monitoring & audits of staff phone conversations to ensure that accurate information is being articulated to patients and customers.
• Monitors phone system and call volume throughout the day; ensure the phones have the proper staffing, reporting any trends in call volume to the Workforce Manager ensuring the phones are answered within the established Service Level Agreements.
• Complaint Resolution:
  Handle escalated customer complaints or complex issues.
• Communicate and meet with Clients as needed, including but not limited to implementations, complaint resolution and process improvement discussions.
• Training and Development:
  Facilitate staff training sessions and support career development.
• Monitors staff attendance and performance daily; handling the disciplinary process when necessary to correct overall performance.
• Holds team meetings to ensure effective communication, continuous training, and positive engagement across the team.
• Analyzes trends and conducts recurrent training as required by analysis of monitored calls.
• Performance Monitoring:
  Track and report on key performance indicators and service metrics.
• Work closely with Vendor(s) to ensure Service Levels and KPIs are maintained.
• Ensures consistency in service delivery by the entire team to drive contractual outcomes and positive customer experience.
• Evaluates and communicates overall team performance expectations and feedback to their staff.
• Process Improvement:
  Identify opportunities to enhance processes and improve service efficiency.
• Works closely with the Director of Clinical Care Operations and VP of Population Health Operations, Care Management to establish short‑term and long‑term goals for the Outreach Specialist team and the department.
• Coaches and develops staff to address areas of concern and identify potential professional development opportunities.
• Uses proactive support and communication to Client Operations, Workforce Management, and Training teams.
• Collaboratively works with peer Operations Managers to identify cross‑team improvement opportunities and foster an environment of support and camaraderie.
• Some travel may be required.
• Additional responsibilities may vary depending on need.

• Positive attitude
• Demonstrates time management skills
• Team player
• Flexible

• Minimum of 2 years Call Center Customer Service experience
• College degree or demonstrated professional leadership experience
• Excellent verbal and written…