Digital Care Coordination Manager, Devoted Health

• 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

Desirable

• 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
• Team Leadership
• 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
• Chat Queue Operations
• 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
• Operational Analysis & Modeling
• 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
• Workflow Design & Continuous Improvement
• 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
• Quality & Compliance
• 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
• Cross-Functional Partnership
• Collaborate with clinical, member services, care coordination, and operations leaders to align on goals and remove blockers for members