Care Coordinator Lead 

Job location: Greater Orlando

Waymark is a team of healthcare providers, technologists, and builders whose mission is to bring the best healthcare to Medicaid populations. Guided by the communities we serve, we bring support and technology-enabled care to help primary care providers keep Medicaid patients healthy. We are building the tools and designing an approach to enable care to reach the patients who can benefit most.

Our core values embody the essence of what makes Waymark a unique team today, and what we look for, nurture, and sustain as a team. We are bold builders, believing that the greatest challenges in care delivery can be solved when we harness the power of community and technology. We are humble learners, seeking feedback and perspectives different from our own, and welcome challenges to our conclusions. We experiment to improve, actively seeking data to inform decisions and to assess our own performance. We act with focused urgency, our commitment to our mission drives us to tirelessly pursue results.

If this vision resonates with you, we hope you consider bringing your creativity, your energy, your curiosity to Waymark.

About this role

As the Florida Care Coordinator (CC) Lead for Waymark, you will be both an individual contributor for the team and have oversight for the care coordinators in the market. This is a newly launching market; job duties will entail 70% individual contributor and 30% lead responsibilities. In this role you will be Waymark’s frontline presence working with healthcare facilities, often our first point of contact with our patients, and a key member of a startup team helping to shape and refine our workflows and build strong relationships with our patients and primary care physician partners. You will work to improve the health of patients from low- income communities by fostering trust and connecting them with various providers and resources. You will be part of a care team that is multidisciplinary and includes Licensed Clinical Social Workers, Pharmacists, and Community Health Workers. In addition to your primary duties, lead responsibilities will include: helping CC’s implement their day-to-day priorities, providing coaching and support around patient interactions, and managing performance to team and individual goals. As a leader in a growing organization, you will also impact how we design, structure, and implement the CC experience for our employees, spanning recruitment, hiring and training, deployment, mentorship, support, resourcing, providing pathways to advancement, and advocating for CCs across our organization. 

Responsibilities

• Initiate and conduct outreach to individuals eligible for Waymark by phone, SMS, and email, and coordinate in-person outreach, to establish a relationship and let them know about Waymark’s services.
• Facilitate connections to healthcare resources and support referrals to care team members.
• Foster trust and improve patient engagement rates through effective, empathetic, and credible patient communication.
• Collect, review and analyze patient data from Electronic Health Records (EHRs) or other data sources to assist monitoring and prioritization of patient care and to improve utilization of preventative care.
• Communicate with primary care providers through multiple avenues (potentially including EHR messaging and phone calls with providers to review patient updates).
• Provide direct supervision of the day-to-day activities of CCs in Florida. 
• Lead and support CCs with adequate coaching, mentoring, and support to ensure competency and compliance with workflows. 
• Work in conjunction with fellow local lead roles and care team members to ensure the seamless execution of cross-team workflows and projects. The overall care team is multidisciplinary and also includes licensed clinical social workers, pharmacists, and community health workers. 
• Review data dashboards to manage CC performance relative to goals and identify strengths and opportunities to ensure goals are met or exceeded.
• Work with the Operations and Learning & Development teams to hire, train, deploy, and provide ongoing support to local CCs.
• Foster PCP partnerships through communications and either in-person or virtual meetings.
• Continuously build community partnerships through either in-person or virtual meetings at community events.
• Maintain knowledge of programs and resources available to community members that may enhance the health care of those individuals.
• Foster an inclusive team environment, encouraging open communication, creativity and knowledge sharing. Contribute as a member of the local leadership team by representing Waymark’s values and contributing to a positive and collaborative culture across the local team.
• This role is mainly remote with some in-person travel required within the market (up to 30%)

Minimum qualifications

• Deep commitment to improving healthcare for underserved populations.History of supervising teams of care coordinators, patient navigators, customer service, outreach specialists or similar roles.
• A leader with cultural and personal humility. Has a strong understanding of Medicaid/MCOs and the barriers to healthcare access and quality among diverse, underserved populations. 
• A keen eye for detail and proven track record of effectively monitoring and optimizing metrics, leveraging Excel skills or other tools to analyze data and drive continuous improvement initiatives.
• Demonstrated ability to collaborate and communicate effectively in a multidisciplinary team setting.
• Experience with healthcare data and/or Electronic Health Records
• A person who thrives on building and supervising a team of care providers, building professionalism and positive culture among those working to support the hardest-to-reach patients.
• Ability to travel the local area across Florida to help establish new teams and support existing teams.

Preferred qualifications 

• Bachelor’s degree in health administration, health management, public health, business administration, or related field.
• Long time resident of the Greater Orlando area and knowledgeable of MCO and community resources.
• Multilingual skills a plus.

Salary Range: $64,000 - $82,000. Compensation will depend on multiple factors, including job location, training, education, and experience.

Benefits and Other Compensation: Medical, vision, dental, basic life insurance, and stock options available for the hired applicant. Employees also receive twenty (20) vacation days, accrued over the year and thirteen (13) paid holidays throughout the calendar year. Sixteen (16) weeks of parental leave for birthing parents will also be available for use after successful completion of 6 months of employment, eight (8) weeks of bonding leave for non-birthing parents. Employees are able to enroll in our 401(k) plan and commuter benefits plan.

COVID Vaccination: Waymark has adopted a policy on mandatory full vaccination to safeguard our employees, our partners, and the patients we serve from the hazard of COVID-19. As a healthcare company, we believe it is important for our employees and actions to reflect the best available science and the interests of public health. You will be asked to attest to your COVID vaccination status before an offer of employment is made.