XO Health is the first health plan designed by and for self-insured employers that delivers a more unified health experience for everyone – from those who receive care, to those who deliver it, to those who pay for it.

We are growing a multi-disciplinary team of diverse and digitally empowered employees ready to rebuild trust in healthcare through comprehensive and unified transformation.

About the Role:

The Director of Clinical Programs (Inbound and Outbound Calls) is a senior leadership role responsible for overseeing the development, implementation, and management of clinical programs that utilize both inbound and outbound call strategies to engage and support members. This position focuses on improving health outcomes, enhancing member satisfaction, and ensuring compliance with regulatory standards. The Director will work closely with clinical teams, contact center operations, and other departments to deliver high-quality, effective programs.

Responsibilities include:

Leadership & Strategy:

Develop and implement strategic plans for clinical programs involving both inbound and outbound call initiatives.
Establish performance standards and KPIs to ensure high-quality service and program effectiveness.

Program Development & Management:

Design and develop clinical programs tailored to meet the health needs of members.
Oversee the implementation and integration of programs within contact center operations.
Ensure programs are aligned with the company’s strategic goals and regulatory requirements.

Operational Oversight:

Manage day-to-day operations of clinical programs, ensuring efficient and effective service delivery.
Coordinate with contact center teams to ensure seamless execution of both inbound and outbound call activities.
Monitor program performance and make data-driven adjustments to improve outcomes.

Patient Engagement & Support:

Develop and implement strategies to enhance patient engagement through proactive and reactive communication.
Oversee the development of communication plans and materials for member outreach.
Address complex member issues and ensure timely resolution.

Data Analysis & Reporting:

Utilize data analytics to evaluate program performance, member engagement, and health outcomes.
Prepare and present comprehensive reports on program impact and effectiveness to senior leadership.
Use insights from data to inform program enhancements and strategic decisions.

Collaboration & Coordination:

Work closely with clinical teams, healthcare providers, and other stakeholders to ensure program alignment and effectiveness.
Partner with IT and other departments to implement and optimize technology solutions supporting clinical programs.
Collaborate with marketing and communications teams to promote clinical programs and engage members.

Compliance & Quality Assurance:

Ensure all clinical programs comply with relevant healthcare regulations, standards, and company policies.
Implement and maintain quality assurance processes to uphold high standards of program delivery.
Conduct regular audits and assessments to ensure operational integrity and compliance.

Team Leadership & Development:

Lead, mentor, and develop a team of clinical program managers, coordinators, and support staff.
Conduct performance evaluations and provide ongoing feedback to enhance team performance.
Foster a positive, collaborative, and innovative work environment.

Qualifications:

Experience and Education Required:

Bachelor’s degree in Nursing, Public Health, Healthcare Administration, or a related field (Master’s degree preferred).
Minimum of 10 years of experience in clinical program management, with at least 5 years in a leadership role within the health insurance or healthcare industry.
Experience managing both inbound and outbound call programs in a contact center environment.

Skills & Competencies:

Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Proven ability to develop and implement strategic clinical programs.
Strong analytical and problem-solving abilities.
In-depth knowledge of healthcare regulations and compliance standards.
Proficient in data analysis and reporting tools.
Can manage multiple projects and meet deadlines.

Additional Requirements:

Can travel as needed.
Flexibility to work extended hours or weekends as required.

Full compensation packages are based on candidate experience and relevant certifications.

$175,000—$200,000 USD

XO Health is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. XO Health promotes a drug-free workplace.

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