- Build a strong team culture, leading department-wide norm development, structure for providing feedback and an agreed upon process for having difficult conversations- Policy and procedure development, informed by audit and survey data, process-focused interviews and common misconceptions or questions- Compose and continually maintain role-specific playbooks across the department, outlining policies and procedures- Facilitate discourse, develop training and update resources to promote stability in the midst of a continuously changing environment- Partner with stakeholders and subject matter experts cross-team to assess, identify and address needs in a cross-market, matrixed company- Design interactive, differentiated curriculum utilizing diverse learning solutions to meet the needs of new and existing staff across markets- Department-wide education, both live and asynchronously, teaching workflows, use of Electronic Health Records and soft skills focusing on quality engagement and service implementation

- Develop and execute day-to-day operations of a market-specific team- Supervise a team of Member Outreach Specialists- Develop and execute benchmarks and key performance indicators, including member enrollment and success metrics- Celebrate success- Initiate creative strategies to facilitate member contact

- Completed telephonic outreach across markets to members, providing them with an educational overview of Wayspring's service offerings- Initiate difficult conversations to incorporate substance use disorder and medical, mental and behavioral health themes- Establish trust with members to gather details about their SDoH (Social Determinants of Health) needs- Secure verbal and written consent, obtaining appropriate, legal paperwork for services using DosuSign and DocuSign Web Forms- Maintain performance accountability around member enrollment- Proven track record achieving or exceeding performance targets