Devoted Health
Waltham, MA
201-500 employees
At Devoted Health, we want to make your healthcare easier, more affordable, and a whole lot more caring.
Other Open Roles
Prior Listings
Operations Analyst
Operations Analyst
This job is no longer open
A bit about us:
We’re on a mission to change healthcare — how it’s paid for, delivered, experienced. We want to put people center stage, not process or profit. We are guided by a deep belief that every person on Medicare should be treated like we would treat a member of our own family: with loving care and a profound commitment to their health and well-being.
Why Devoted:
Make a difference... a big difference. You will have the opportunity, in a unique and dynamic culture, to be a part of something incredibly meaningful. We’re a disruptive startup with an inspiring mission. Learn and grow alongside our world-class team of healthcare, technology, and data leaders, dedicated to building a health plan and clinical services that care for everyone like they were our own mothers or fathers. Our team and board members have decades of experience in health care entrepreneurship, data, technology, services, and policy. With their support, we look forward to building a health plan and clinical services that will give seniors easy access to the high-quality care they deserve.
A bit more about this role:
We are aiming to build a consumer experience on par with the world’s most beloved brands—Apple, Amazon, USAA, and others—by building a health plan that cares for members like family. We view our Provider community as an integral part of delivering on this mission therefore, we want to ensure we deliver the best possible experience to them as well.
Devoted Health’s Provider Service team is entrusted with R&D and operational execution to deliver on that aspiration. This team includes several functions that collectively work to ensure our providers are supported and help make working with Devoted as easy as possible.
Inbound Call Center: Handle inbound calls from providers to problem-solve questions, troubleshoot issues they encounter, and coach them on navigating and working with Devoted Health
Provider Outreach: proactively contacts providers for an array of value add functions, including but not limited to, resolving member concerns, awareness of Devoted Health, training, Coordinating care for new members, information requests, etc.
The Operations Analyst will be responsible for bringing data-driven insight to these functions, helping them to understand what providers are telling us, how our operations are performing, and how we can scale these operations to continue to support providers as cost efficiently as possible as we scale. The Analyst will report to the Head of Provider Services and partner with other Provider Services staff to help them make decisions on their strategy and operations. The Analyst will also share insights from Provider data with other leaders around Devoted across our operational, network/market, and clinical teams.
The ideal candidate will demonstrate excellent attention to detail and accuracy and will enjoy rolling up their sleeves. You should be analytically oriented, ready to leverage data and quick problem solving to make effective decisions. You should love the puzzle of using data to answer questions and make pragmatic trade-offs between speed and rigor. You should be extremely comfortable writing advanced, multi-stage queries in SQL to support your hypotheses, so that most of your effort can be spent on analysis rather than collection. Additionally, you should be comfortable taking ownership of your piece of the business and have a desire to learn and take on more responsibility as you and your role evolve with Devoted.
Responsibilities will include:
- Analyze, synthesize, and communicate insights on Provider encounters and provider feedback
- Analyze call drivers and daily indicators of emerging issues
- Communicate insights and partner with operational leaders to identify actions to improve provider experience and efficiency of the operation
- Forecast operational volumes and help managers build schedules to match supply and demand
- Help build a business plan to scale the operations
- Identify highest impact levers to improve quality and productivity
- Develop analytical tools to support staff productivity improvement and performance management: quality trends, call scorecards, variation in workflows
- Build models to target proactive outreach campaigns
- Segment providers based on various factors to identify highest-impact groups for outreach
- Query provider data to help operationalize outbound call/electronic campaigns
- Analyze the impact of Provider calls/campaigns, using data to support recommendations on strategy decisions
- Measure key outcomes for campaigns or programs
- Develop recommendations for what to scale and what to stop doing
Attributes to success:
- Big heart: you love data, but you also see that caring for members like family means supporting the providers that care for them each day
- Big eyes: you dream of and imagine a radically kinder and better future for Devoted’s members through provider support
- Strong attention to detail, organized and thorough with a desire for continuous process improvements
- Ability to balance multiple initiatives and prioritize workload
- Strong organizational, interpersonal, communication and presentation skills
- High level of self-motivation; ability to accomplish goals independently
- Passion to build an organization
Required skills and experience:
- 3+ years in roles that required analytical problem-solving and interpretation of data
- 1+ years in roles requiring daily querying in SQL. Advanced use of window functions, aggregate counts, pivots, and subqueries is a must.
- Experience supporting call center operations is a plus
- Fast learner, can pick up new content/industries quickly in an extremely fast-paced environment
- Experience using statistics to test the validity of hypotheses, quantify impacts, and analyze experimental outcomes. You love p-values.
- Comfortable using spreadsheets and other tools to build models to inform business decisions
- Proven organizational, communication, and informal leadership skills
- Self-starter and team player who can build relationships with a wide range of partners and approaches challenges with a can-do attitude; you’re self-reflective.
Bonus skills and experience:
- Experience with Looker
- Experience with version control software (Git)
- Experience using Python/R to create quantitative prediction algorithms (ever tried your hand at forecasting election results or predicting sports performance?)
- Previous health care experience a plus
#LI-DS1
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If you love running towards complex challenges and transforming them into solutions, if you want to make a potentially huge impact on many lives, and if you are looking for a disruptive startup with an inspiring and talented team, Devoted Health may be the place for you! If you lack a specific credential for this position but believe that your strengths and life experiences will propel our mission, we would love to hear from you.
Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.
As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
COVID-19 Vaccination Requirement: Where permitted by applicable law, candidates must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered. The Company will provide reasonable accommodations to qualified employees with disabilities or for a sincerely held religious belief, practice, or observance.
This job is no longer open