Empowering Wellness, Transforming Lives
Optima Medical Management Group is dedicated to enhancing the quality of life by promoting wellness. At Optima MMG and all of its divisions: Serene Health, Community Support, and American TrueCare, our mission is to provide comprehensive support and care that not only addresses immediate concerns but also fosters long-term well-being.
As pioneers in the field, we aspire to lead in member care outcomes and set new standards for excellence and innovation. We are committed to empowering our members to achieve self-sufficiency in health, creating a ripple effect that strengthens families and communities.
Our work culture at Optima MMG is built on pride, passion, and a collective commitment to making a positive difference in people's lives. Our team members are dedicated problem-solvers who bring their unique skills and perspectives to the table. We believe that by fostering a collaborative and supportive environment, we can unlock the full potential of our team and, in turn, provide the best possible care to our members.
A career at Optima MMG is an opportunity to be part of a dynamic and forward-thinking organization. We encourage continuous learning and professional growth, providing our employees with access to industry experts, cutting-edge technologies, and a supportive community that values each individual's contributions. Join us on this journey to not only advance your career but to be a driving force in transforming lives and communities through passionate and fulfilling work!
The official title of this role is Opt-In Team Supervisor. The Opt-In Team Supervisor is responsible for the day-to-day supervision of Healthcare Representatives engaged in member outreach, enrollment, and benefit facilitation for Serene Health's Enhanced Care Management (ECM) Program. This role serves as a critical operational link between frontline staff and the Opt-In Manager, ensuring that individual and team performance meets or exceeds established productivity targets, quality benchmarks, and compliance standards. The Supervisor is accountable for generating timely and accurate performance reports, conducting compliance audits, monitoring daily workflow, and delivering consistent coaching to drive measurable improvement. The ideal candidate is detail-oriented, data-driven, and skilled at motivating a team within a regulated healthcare environment.
Duties/Responsibilities:
Reporting and Data Management
- Generate and distribute daily, weekly, and monthly performance reports covering enrollment rates, outreach activity, call volumes, attempt-to-contact ratios, and conversion metrics for review by the Opt-In Manager.
- Maintain accurate and up-to-date member data across all assigned datasets, ensuring data integrity, completeness, and adherence to recordkeeping standards.
- Track and report individual and team Key Performance Indicators (KPIs); escalate trends, anomalies, or performance gaps to the Opt-In Manager with supporting data.
- Compile audit-ready documentation and productivity summaries on a scheduled and ad hoc basis as requested by leadership.
- Prepare and present weekly team scorecards that include call quality scores, enrollment outcomes, error rates, and attendance metrics.
- Analyze report data to identify patterns, surface root causes of underperformance, and recommend data-driven action plans.
Productivity Oversight and Performance Management
- Monitor real-time and historical team productivity including daily outreach volumes, enrollment completions, follow-up activity, and schedule adherence.
- Set and communicate daily/weekly productivity expectations aligned with program goals; hold team members accountable to established benchmarks.
- Conduct regular one-on-one check-ins and structured performance conversations with each Healthcare Representative, documenting coaching notes and action plans.
- Identify and address productivity blockers — including workflow inefficiencies, system issues, or skill gaps — in a timely manner.
- Support hiring, onboarding, and training of new Healthcare Representatives; ensure competency in enrollment processes, systems, and communication standards.
- Manage scheduling, attendance tracking, and workload distribution to maintain optimal team coverage and throughput.
- Escalate performance concerns, disciplinary needs, or recurring attendance issues to the Opt-In Manager with documented evidence.
Compliance and Regulatory Adherence
- Ensure all team members adhere to HIPAA regulations, ECM program criteria, and applicable state and federal healthcare guidelines at all times.
- Monitor and enforce proper documentation practices including accurate member notes, consent records, enrollment forms, and outreach logs.
- Conduct routine compliance spot-checks and process reviews to verify that member interactions are handled in accordance with established protocols.
- Communicate regulatory updates, policy changes, and compliance directives from the Opt-In Manager to the team; confirm staff acknowledgment and understanding.
- Maintain readiness for internal and external compliance reviews by ensuring documentation is current, organized, and retrievable.
- Report potential compliance violations, breaches, or irregularities to the Opt-In Manager and/or Compliance Officer immediately upon identification.
Audits and Quality Assurance
- Conduct scheduled and random audits of call recordings, enrollment documentation, member notes, and data entries to assess quality and accuracy.
- Score and evaluate Healthcare Representative performance using the ECM Opt-In Scorecard; provide structured, documented feedback following each audit.
- Track QA audit results over time to identify improvement trends, recurring error types, or systemic process gaps.
- Facilitate calibration sessions with the Opt-In Manager to align on scoring standards and quality expectations.
- Implement targeted corrective action plans for team members with deficiencies identified through the audit process; follow up to verify improvement.
- Maintain a complete and organized audit log for all completed reviews; ensure audit findings are submitted to the Opt-In Manager within established timelines.
- Support preparation for departmental or external program audits by compiling required documentation and audit trails.
Team Leadership and Cross-Functional Collaboration
- Serve as the primary point of contact for frontline staff on day-to-day operational questions, escalating member issues or process exceptions to the Opt-In Manager as appropriate.
- Foster a positive, accountable team culture focused on quality, member outcomes, and continuous improvement.
- Collaborate with the Opt-In Manager and cross-functional stakeholders to pilot and implement process improvements that enhance efficiency and member experience.
- Participate in team meetings, leadership huddles, and departmental initiatives as required.
- Demonstrate and model the organization's values, professional conduct standards, and commitment to ECM program goals.
- Perform other duties as assigned.
Education and Experience:
- Associate's degree required; Bachelor's degree in Healthcare Administration, Business, or a related field strongly preferred.
- Minimum of 2–3 years of experience in healthcare services, member engagement, call center operations, or a related field.
- At least 1 year of lead, supervisory, or team coordination experience, preferably in a healthcare or enrollment-focused environment.
- Experience with healthcare systems, ECM or similar care management programs, benefits administration, or care coordination preferred.
- Demonstrated ability to generate reports, track metrics, and use data to drive team performance.
Required Skills/Abilities:
- Excellent communication, interpersonal, customer service, and organizational skills.
- Proficient computer skills and experience with Microsoft Office.
- Maintain empathy and professionalism while contacting members and families.
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 10 pounds at times.
Benefits
Our full-time employees are eligible for the following benefits enrollment after 60 days of employment:
Medical, Dental, & Vision Benefits: We have various insurance options for you and your family.
Short & Long-Term Disability Benefits: Protection when you need it most.
Voluntary Accident, Voluntary Critical Illness, and Voluntary Hospital Indemnity Plans: Added security for you and your loved ones.
Flexible Spending Accounts: Manage your finances with flexibility.
Employee Assistance Program (EAP): Support when life throws challenges your way.
401(K): Building your financial future with us. Effective after 1 year of employment.
Paid Vacation and Sick Leave: Flexibility for the planned and unplanned.
Paid Holidays: Quality time to enjoy celebrations.
Employee Referral Program: Share the opportunities and reap the rewards.
Company Discount Program: Enjoy savings on everyday expenses and memberships.
Equal Employment Opportunity
Optima Medical Management Group and its divisions are an Equal Opportunity Employer. Optima MMG is committed to providing employment opportunities for all qualified candidates without discrimination on the basis of race, religion, sex, sexual orientation, gender identity, age, national origin, citizenship, disability, marital status, veteran status, or any other characteristic protected by federal, state or local laws. Optima MMG is committed to providing reasonable accommodation for individuals with disabilities.
Pre-Employment
Optima Medical Management Group is a drug-free workplace. Employment is contingent upon a successful pre-employment drug screening and background check.
