Director of Health Coaching Operations
Location: Minneapolis
Department: Clinical Services
Reports to: SVP - Data Operations
What is RedBrick Health?
RedBrick Health is a health technology and services company founded in 2006 and based in Minneapolis.
With half of health care costs driven by behavior, the best way for companies to control costs is to get people invested in their health. Our platform blends personalized financial incentives, a fresh consumer experience and powerful social tools to make getting healthy easier and more rewarding. We combine relentless innovation with deep consumer insight to create sustained engagement.
BrickHeads (that's what we call ourselves) passionately pursue Our Purpose to Help People Be Healthy. We believe the ultimate reward of better health is the ability to live your fullest life. Your health and well-being affect your family, your happiness, your productivity, your confidence, your finances — everything.
Position Summary:
Director role for RedBrick Health managing the health and medical care needs of RedBrick’s client populations. The primary role of the Director is: to manage existing health coaching vendor relationships; extend the depth and breadth of RedBrick’s coaching capabilities consistent with RedBrick’s underlying behavioral and clinical framework; to explore continued opportunities to advance the health coaching program; to cultivate opportunities with consumers; to advance wellness and healthcare through education, training and practice that focus on communication, to improve relationships and outcomes; and to improve coaching performance and utilization. Develop and implement learning strategy models to address population health using analytical skills to review data and adapt accordingly with the clinical team. Provides consultation and education to internal stakeholders, clients, healthcare teams, consumers and partners with a service orientation and evidence-based coaching tools.
· Working with call centers and capability building
· Working with finance and operations on translating the coaching volume projections into feasible staffing models
· Monitoring current staffing levels and planning future staffing needs
· Developing and maintaining effective coaching service utilization and effectiveness measurement tools and reports
· Work with operations, clinical services and product to maximize the effectiveness of our coaching platforms, telephone systems and other tools required to perform effective telephonic coaching
· Ongoing optimization of coaching efficiency consistent with financial, work load, and client specific requirements
· Working with client services & operations to optimize coach knowledge base tools, conduct new implementations and communicating ongoing modifications to the client’s coaching programs
This individual is accountable for the delivery performance of this business unit, with a focus on innovative techniques to improve consumer engagement and satisfaction, health and wellness service excellence. The director collaborates with our vendor partners to manage the coaching staff and works collaboratively with the clinical leaders from RedBrick to position RedBrick to meet the needs of its customers and support the clinical team in enabling RedBrick to be positioned as a premier coaching program. The director uses data and establishes a dashboard to maximize staff resources and deliver outcomes. This position will also be involved in work requiring analytical and statistical abilities.
This position is responsible for working with the RedBrick’s Chief Medical Officer and the Director of Clinical Services and the Clinical Services team; to address consumer engagement and satisfaction and manage the health coaching operations program: develop, implement and monitor staff, program performance (using quantitative and financial metrics). Effective public speaking that educates and advances the program and develops opportunities is essential to the program’s success. In addition to developing and managing the phone coaching staff, the director will be expected to model healthy behaviors.
Essential Job Requirements:
- Masters in a health related field; i.e. MHA, health education, social work, nursing or MBA with clinical undergrad.
- Hold a current license in a health related field (i.e. MSN, MSW).
- 5 years of experience in program development and training in coaching (skills and techniques) communication.
- At least 3 years of experience in managing a health related call center including developing and managing call center dashboards and operational and quality performance metrics
- In depth knowledge of coaching systems – including telephony, clinical documentation systems and schedule management applications
- 7-10 years of experience in program development and training in coaching (skills and techniques) communication and supervision.
- Highly developed emotional intelligence
- Proficiency in Continuous Quality Improvement practices and measurements
- Knowledge of anatomy and physiology
- Knowledge of wellness and common chronic disease conditions
- Knowledge of coaching techniques
- Understanding of adult education and behavior change
- Knowledge of principles, theories and practice of health promotion, lifestyle and disease management
- Program planning and implementation skills
- Comfortable with ambiguity and embraces change
- Public speaking and presentation skills
- Facilitation skills
- Works well with a team but able to function autonomously when needed
- Communication Skills - oral and written
- Computer skills, Microsoft Office, PowerPoint
- Experience with P&L responsibilities
- Ability to assess and select appropriate promotional marketing materials
- Excellent customer service skills
- Evaluates customer service and feedback and develops strategies for high satisfaction scores
Employee Status: Regular, Exempt, Full Time
Why RedBrick Health?
We believe a career at RedBrick Health should provide competitive pay and benefits, a collaborative and supportive work environment, plus cutting- edge technology and services - more reasons to love it here.
Contact: ssheehy@redbrickhealth.com