Care Team Manager - Virtual

Alight Solutions•US-TX-Texas-Virtual, TX

6d•$72,500 - $115,000•Remote

About The Position

This role is for a Care Team Manager who will lead and develop a team of Health Pros and Senior Health Pros. The responsibilities include overseeing daily planning, problem-solving, and ensuring teams meet production and quality standards. The manager will also design and improve operational processes, support product delivery, and meet business metrics. Alight is a leading cloud-based human capital technology and services provider that powers confident health, wealth and wellbeing decisions for 36 million people and dependents. Our Alight Worklife® platform combines data and analytics with a simple, seamless user experience. Supported by our global delivery capabilities, Alight Worklife is transforming the employee experience for people around the world. With personalized, data-driven health, wealth, pay and wellbeing insights, Alight brings people the security of better outcomes and peace of mind throughout life’s big moments and most important decisions.

Requirements

2 years benefits-related experience, or 3 years’ experience in a benefits-related role with Bachelor’s, Associate’s
Previous experience in Health Navigation with people management experience or 3+ years of manager-level experience in benefits setting
Able to work effectively in a team environment
Possess excellent oral, written, and interpersonal communication skills
Able to learn continually in a changing environment
Possess robust analytical, problem-solving, and organizational skills
Able to efficiently organize work activities to meet deadlines
Able to effectively manage a team.

Responsibilities

Leading daily operations to ensure KPIs and SLAs are met.
Monitoring activities to meet deadlines and review cases for quality.
Creating and managing short-term and long-term career goals for Health Pros and Senior Health Pros, including delivering performance management processes.
Collaborating with the Quality and Workforce Management teams to identify and close performance and delivery gaps.
Mentoring and tracking development of Health Pro team through daily observation of performance metrics and feedback sessions.
Instilling trust, providing direction, and cascading vision to the Health Pro team.
Effectively communicating operational strategies.
Conducting training on client-specific topics and contribute to ongoing training improvements.
Partnering with Health Navigation Client Manager to understand and resolve complex customer and client escalations.
Providing project management support for business-impacting initiatives.
Offering and implementing process improvement ideas to enhance customer experience and delivery efficiency.