• Responsible for continuous quality improvements regarding member engagement and member retention• Represent member issues in areas involving member impact and engagement including: new member onboarding, member plan benefits, and the development of member materials

• Oversee day to day activities carried out by the care coordination and support coordination teams• Monitor performance metrics of staff to ensure improved Star rating/care gap closure and other pertinent duties are completed accurately• Continuous review and implementation of business workflows to improve productivity and ensure patient and provider satisfaction

• Monitor patient care gaps and work 1:1 with Heal providers to schedule services needed to close open gaps that will improve Heal’s STAR rating and assist patients in obtaining the best health outcomes.• Identify high-risk patients, which includes the subpopulation of patients with multiple, chronic comorbidities, through varying methods such as collaboration with Heal Doctors clinical teams, patients’ caregivers, family and patients’ health plans.• Work cross functionally with Heal Doctors’ clinical teams and Heal’s technology team to design practices and processes that incorporate Heal technology and assist in proactive, medically appropriate follow-up with high-risk patients.

• Provide brief, supportive crisis intervention services • Assist patients who need resources and referral to other support services including housing, vocational training and employment supports • Provide case management which can include insurance and entitlement advocacy, outreach and aftercare linkage to patients and their families • Monitors/counsels crisis patients to stabilize the acute condition in order to prevent patients from harming themselves or others, and use short-term crisis intervention techniques and/or referrals to other support services to support patients and families dealing with acute emotional distress, addictions, grief, loss, disability and traumatic lifestyle changes