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Health Connector Supervisor

Valera Health

Valera Health

People & HR, Operations
Portland, OR, USA
Posted on Saturday, November 18, 2023

Valera Health is a leading tele-mental health service provider, utilizing cutting-edge digital technology and carefully cultivated teams to deliver top-tier, behavioral healthcare. We believe that mental health care should be simple, accessible, and affordable.

Why Valera:

Our Purpose: to provide compassionate mental health care to those who need it the most, when they need it the most.

Mission Driven: We know that behavioral healthcare isn’t one-size-fits-all, and we've tailored our complete care model to meet the needs of the individual. We believe that no one should be excluded from receiving the care they need, and our diverse team reflects the change we bring to the space.

Culture: At the core of our culture lies a profound commitment to fostering a spirit of teamwork, dedication to continuous learning, a devotion to integrity, and a pursuit of delivering the highest quality mental healthcare services. Our ethos is rooted in nurturing your personal and professional growth, as we champion the principles of inclusivity and equity in all that we do.

Watch to learn more about Valera Health here!

Why we need you!

Valera Health Connectors are an integral part of each patient’s care team and guarantee that patients have a seamless experience entering care. The Health Connector serves as the first point of contact for potential patients and conducts the initial consultation.

Responsibilities of the Health Connector Supervisor:

  • Reporting to the Health Connector Manager, directly supervise a small team of Health Connector Team Lead(s) and Health Connectors
  • Manage inbound and outbound patient inquiries, including the following, but not limited to:
    • Inbound forms and assignments for outbound communication
    • Ensure Health Connector Tasks are being completed timely
    • Provide regular reports and updates to Senior Health Connector Managers on metrics, including volume of inbound forms, any outbound outreach issues, etc.
    • Communication with patients (answering inquiries, directing them to the appropriate resources, etc.)
  • Monitor real-time metrics in call center software and help make real-time staffing decisions based on these metrics
  • Regularly review historical data to pull out insights and increase efficiency
  • Manage referral relationships/partnerships and general patient demand
    • Provide updates as requested by referral partners/new markets team/etc
    • Provide regular reports and updates to Senior Health Connector Managers on metrics, including volume of inbound referrals, % we’re able to outreach, connection rates, conversions, and other information as requested
    • Attend partner meetings to understand partner requests; provide feedback and assist with operational viability/planning/execution
  • Manage the tracking for referral relationships, including updating the status, compiling data reports, coordinating EPC notes, and generally supporting referral relationships (examples: CareMount, Quartet, Upward Health, NYU Langone)
  • Responsible for managing special projects and coordinating care for patients referred through partnerships with health plans, PCP groups, etc.
  • Conduct QC audits for the Health Connector team
  • Monitor provider capacity to support scheduling of new patients, Coordinate and monitor new provider scheduling
  • Manage the Health Connector functions/responsibilities in Practice Manager
  • Maintain Practice Manager/Care Manager and update regularly/as needed
  • Create workflows and introduce and implement protocols to the Health Connector team
  • Provide daily management to Health Connectors via Slack, email, and other communication channels
  • Supervise Health Connector team after hours on a rotating basis
  • Monitor for overbooked and double-booked appointments and take action as appropriate
  • Manage Team Lead I employees, ensuring oversight and that their duties are being executed
    • Assign tasks, conduct employee reviews, carry out all functions of a manager
  • Subject Matter Expert (SME) for coaching workflows and processes
  • Facilitate and support team operations via involvement in the growth of this team through attendance of meetings, support through 1:1 interactions, providing feedback to individual team members, and communications to the team
  • Conduct onboarding and training for new team members
  • Provide ongoing training for team members
  • Support inter-departmental projects/collaborations as requested by Senior Health Connector Managers
  • Additional duties as assigned

Qualifications of the Health Connector Supervisor:

  • Minimum 1-3 years experience in a call center environment
  • Experience in a healthcare setting
  • Experience with call center software
  • Experience with data analytics and comfortability with interpreting metrics and taking appropriate action
  • BA preferred
  • Sales experience preferred
  • Ability to work and supervise team members remotely and support clients in varying time zones
  • Ability to learn and use software systems and phone systems to perform job
  • Ability to maintain professionalism on challenging calls
  • Excellent written and verbal communication skills

We hire people from all backgrounds because that’s what it takes to build a team that can reach and support those in need of high-quality behavioral healthcare. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Fair work deserves fair wages. We at Valera support wage-transparency and value this role at between $55,000-65,000.00 annually with the potential for an annual performance bonus.

Benefits include but not limited to:

  • Health Insurance
  • Vision/Dental
  • 401k
  • Paid Time Off
  • STD
  • Life Insurance
  • And many more

Be part of our mission!

We are very proud of the work that we do and it takes a great team to make it happen! If you are interested in one of our open positions, we’d love to start the conversation.

We hire people from all backgrounds because that’s what it takes to build a team that can reach and support those in need of high-quality behavioral healthcare. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Check us out on Linkedin!