Member Engagement Performance Coach (Florida)
Description
Company Background
Healthmap Solutions is the future of specialty health management that focuses on progressive diseases, with a particular expertise in kidney health populations. Healthmap Solutions uses clinical big data resources and high-powered analytics to power complex specialty health management programs. Healthmap Solutions is a diverse, growing company committed to our clients and our employees. We are champions for better health, for those who need us most.
Position Summary:
The Member Engagement Performance Coach will lead, develop, and coach a team of Member Engagement Specialists, ensuring they consistently meet and exceed performance metrics. The role is responsible for providing real-time coaching, performance feedback, and strategic support to drive engagement, optimize member outreach efforts, and cultivate a culture of excellence.
Responsibilities:
- Accountable for achieving performance goals for a team of associates
- Provide continuously feedback and coaching to enhance engagement skills, improve conversion rates, and proactively address performance gaps
- Foster a high-performance culture by setting clear expectations, motivating the team, recognizing achievements, and managing performance
- Assist in hiring, onboarding, and developing team members to build and maintain a high-performance team
- Collaborate with internal stakeholders to continuously refine outreach strategies, improve quality, and optimize workflows
- Support training initiatives and ensure seamless adoption of new tools and engagement methodologies
- Identify and develop training initiatives to drive continuous development, including role-playing exercise, calls reviews, and best practice sharing
- Perform other duties as assigned
Requirements:
- Bachelors’ degree or equivalent experience required
- 2 years of management experience with direct reports required. 4 years of management experience preferred
- 3 years of sales experience required. Background in healthcare, wellness, or population health management is preferred
- Expertise using Customer Relationship Management (CRM) tools and working with contact center software is required
- Ability to work in an in-person, hybrid, or HIPAA-compliant remote setting depending on business needs
- Flexibility to work evenings, weekends, or adjusted schedules to maximize member outreach opportunities is preferred
- Bilingual English/Spanish fluency preferred
Skills:
- A Strong and effective leadership, coaching, and mentoring skills to build, motivate, and develop a high-performance team
- Excellent interpersonal, customer experience, problem-solving, and conflict-resolution skills
- Analytical mindset with ability to identify trends and performance gaps using dashboards, spreadsheets, and reporting platforms
- Responsive and flexible, with an ability to adapt to frequently changing processes and procedures
- Exceptional verbal and written communication with the ability to convey complex information clearly and persuasively to team members
- Thrives in fast-paced environments, balancing multiple priorities while maintaining high performance
- Ability to build trusted relationships across teams
- A growth mindset with desire to take initiative dd soft skills and abilities that will drive best practice performance
Travel:
- Limited Travel, Scheduled per needs of the business
#LI-Remote
Americans with Disability Specifications
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
As an Equal Opportunity Employer, we will not discriminate against any job candidate or employee due to age, race, religion, ethnicity, national origin, gender, gender identity/expression, sexual orientation, disability, familial status, veteran status, marital status, parental status, or pregnancy. In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
As an Equal Opportunity Employer, we will not discriminate against any job candidate or employee due to age, race, religion, ethnicity, national origin, gender, gender identity/expression, sexual orientation, disability, familial status, veteran status, marital status, parental status, or pregnancy. In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.