Habitat Health

Call Center Representative

• Serve as the central telephonic point of contact for prospective participants, caregivers, and referral partners, building trust-based relationships from the very first conversation.
• Make outbound follow-up calls to prospects who have expressed interest in learning more about Habitat Health PACE, including those from our partner organizations, such as Kaiser Permanente.
• Support inbound campaigns by answering questions, surfacing underlying needs, and educating prospects about PACE services, eligibility, and how Habitat Health can support their care.
• Understand the needs and requirements of prospective participants and their families, and clearly articulate Habitat Health's unique value proposition in the PACE landscape.
• Apply strong phone engagement skills including rapport building, active listening, qualification questioning, addressing objections and concerns, and guiding prospects to a confident next step.
• Assess preliminary PACE eligibility and guide qualifying seniors through early steps of the enrollment process, including support with the Medi-Cal application where appropriate.
• Coordinate the warm handoff to on-the-ground Enrollment Specialists, Outreach Specialists, and Intake Coordinators — ensuring a seamless transition from central touchpoint to local engagement.
• Perform service recovery, address prospect concerns, and de-escalate callers when needed.
• Manage time effectively and prioritize tasks across a high volume of inbound and outbound activity.
• Meet or exceed personal and team targets for call volume, conversion, and warm-handoff goals.
• Maintain accurate record of all prospective participant communication and activity using a Customer Relationship Management (CRM) system and Contact Center system.
• Maintain compliance with all CMS, DHCS, and Habitat Health policies — including TPMO recording obligations and all federal and state marketing requirements.
• Other duties as assigned.

Call Center Engagement Specialist

Learning and Development

• Owns the instructional design framework, guidelines, and toolkit, ensuring consistent quality and methodology across all learning solutions.
• Designs and builds eLearning courses, including storyboards, prototypes, and final digital assets using modern authoring tools including AI driven tools.
• Consults with facilitators and program owners on live training design, ensuring sessions are instructionally sound, engaging, and aligned to learning objectives.
• Maintains the learning content library, including version control, updates, and lifecycle management to ensure accuracy and relevance.
• Designs assessments that align to learning outcomes and support data-driven evaluation of learner progress and program effectiveness.
• Partners with SMEs and other stakeholders to translate role-specific knowledge into scalable, repeatable learning experiences.
• Advises stakeholders on instructional best practices, learning modalities, and solution design to ensure learning meets business needs.
• Partners with L&D leadership and other People team leaders to ensure instructional design work remains aligned to business strategy and People team KPIs.
• Collaborates with L&D, HRBPs, and business leaders to ensure learning solutions support capability development and organizational priorities.

Senior Instructional Designer

Operations

• Lead Go-Live Readiness (GLR) for our new PACE centers — owning the strategy, operating model, milestones, governance, and cross-functional execution across clinical, operational, regulatory, staffing, tech, and other workstreams
• Run executive readiness reviews and cross-functional forums to drive alignment and decision-making
• Proactively surface and resolve risks, dependencies, and execution gaps across all launch workstreams
• Deliver executive updates about launches to key Habitat and partner stakeholders
• Manage the structured handoff to local operations teams once a center is live
• Refine Habitat’s launch framework with each iteration
• Define how Habitat manages large-scale change — designing rollout strategies, governance structures, and operating rhythms that drive adoption and sustain results
• Proactively identify and resolve friction points across teams, workflows, and priorities
• Build repeatable systems and ways of working that strengthen Habitat's execution capability as we scale
• Define and manage the operational metrics that matter to provide the right visibility into Habitat’s performance
• Establish clear prioritization escalation pathways so that risks, blockers, and decision points surface to the right people at the right time
• Translate data and status into effective executive-level reporting that enables timely, informed decision-making
• Own a portfolio of strategic initiatives — spanning AI enablement, program design, and vendor build vs. buy decisions — translating complex, ambiguous problems into defined solutions
• Drive alignment across clinical, compliance, growth, and technology teams; hold stakeholders accountable for delivery against defined milestones
• Define success metrics, track progress, and maintain visibility into risks and outcomes across the initiative portfolio

Director, Strategic Operations

Director

• Building, scaling, and managing a safe, reliable, and cost-effective transportation program that supports PACE program goals and participant needs, including development of transportation model, managing transportation software, oversight of day to day operations model, and management of transportation vendors.
• Track key performance metrics, such as on-time performance and utilization rates. Continuously improve service delivery. Ensure timely and efficient transport of participants to and from PACE centers, medical appointments, and community services.
• Oversee daily transportation operations, including scheduling, routing, and dispatch. Optimize routing and scheduling to maximize efficiency and minimize costs.
• Manage transportation contracts and internal fleet management, including vehicle acquisition, maintenance, and lifecycle planning. Lead, mentor, and manage transportation staff.
• Ensure compliance with safety standards and licensing requirements required by all regulatory bodies, including Centers for Medicare & Medicaid Services (CMS), state health departments, and Department of Transportation (DOT).
• Manage and oversight of Transportation Department budget, monitoring costs and identify opportunities for improvement.
• Evaluate vendor contracts and negotiate agreements with third-party transportation providers when needed.
• May require occasional evenings, weekends, or on-call availability.

Director, Transportation

Data Analyst

• build and lead a healthcare data analytics team from the ground up, starting with 1-2 years of hands-on development work as you hire and onboard 2-3 new data analysts in your first year of working at Habitat Health.
• partner with Growth, Compliance, Health Plan, and Leadership teams to shape a data roadmap that you will be responsible for delivering, including direct stakeholder management across VP-level leaders.
• own analytic datasets across EHR (Epic Clarity), medical claims, pharmacy claims, enrollment (Salesforce), eligibility, transportation, etc. in partnership with our Data Engineering team. When data quality issues arise – define tests to prevent them from recurring.
• build and oversee the development of fully automated self-service dashboards in Power-BI, including understanding the business problem, defining specifications, managing timelines, writing/managing code, reviewing pull requests in Git, writing documentation, and organizing and publishing results in a manner that delights our data customers.
• support data governance initiatives, especially those related to defining standard metrics/KPIs and managing the development of ETL processes that ensure metrics stay consistent in a clearly defined Data Mart/ “business rules” layer.
• leverage your knowledge of Habitat’s data to support strategic/advanced projects across predictive analytics, growth strategy, market planning, risk modeling, operational improvements, vendor selection/integrations, forecasting, MLR drivers, etc.

Call Center Engagement Specialist

Senior Instructional Designer

Director, Strategic Operations

Director, Transportation

Senior Manager, Healthcare Data Analytics