Manager, Care Advocacy
About The Position
Imagine360 is seeking a Manager, Care Advocacy, to join the team! The Manager drives robust strategies to ensure an elevated member experience. Oversee and maintain contact center service metrics, staff performance and adherence to standard operating procedures focused on white-glove service and creating an effortless member experience. Concentration on staff development, maximizing efficient processes and systems, driving service vision/culture and hiring new team-members who align with departmental goals. Develop member-centric strategies and ensure departmental (and corporate) cultural initiatives and standards are enthusiastically supported and cultivated, while motivating staff to elevate the member experience and reach their full career potential. Solve challenging problems in a rewarding, fast paced dynamic environment!
Requirements
- Bachelor's degree or equivalent combination of some college and demonstrated work experience.
- Proven leadership experience in a service environment, preferably a contact center.
- Proven staff development experience in coaching, mentoring, performance management, career pathing, goal-setting and effective motivational and teambuilding expertise
- Strong technology skills (Microsoft products)
- Superior, established problem-solving skills. Ability to implement solutions with little supervision in a fast paced, environment and provide supervision and mentorship to their team
- Exhibit a strong passion for service, developing employees, mentoring/coaching and motivating others to succeed
- Excellent verbal and written communication skills with the ability to resonate with others to impact positive outcomes
- Team player, able to collaborate with others
Nice To Haves
- Healthcare Benefits/Insurance industry experience a strong plus.
Responsibilities
- Partner with the Member Care Advocacy Director to develop contact center strategies through the assessment of team needs, performance metrics, proactive assessment of processes, driving accountability with a focus on performance-based rewards
- Promote, support and drive a dynamic teamwork environment that fosters positive morale, unity, cohesiveness, effective communication and service excellence
- Leverage subject matter expertise to oversee and provide counsel on elevated issue resolution
- Contribute expert analysis as required for the strategic plans of the organization
- Maintain contact center KPIs while seeking opportunities to advance operations through monitoring system performance, identifying and resolving problems, and driving quality improvement
- Accomplish team related human capital objectives through involvement in recruiting selecting, assigning, coaching, counseling, disciplining, and educating employees
- Communicating individual and team job expectations while motivating staff to accomplish goals and reach their full career potential. Coordinate, review and oversee individual goals, annual reviews and HR issues
- Collaborate with leadership and analytics team to collect, analyze, and draw conclusions about team and individual performance, identify and leverage trends to create proactive solutions
- Analyze reports to assess, measure and monitor productivity, quality and related trends. Work closely with Quality Assurance team to assess individual and team performance and associated trends that may correlate to additional training needs or necessary process efficiencies
- Conduct real-time and as-needed training/coaching/development meetings. Conduct 1-on-1 meetings with team members to encourage employee engagement and open lines of communication
Benefits
- Multiple Health plan options
- Company paid employee premiums for disability and life insurance
- Parental Leave Policy
- 20 days PTO to start
- 10 Paid Holidays
- Tuition reimbursement
- 401k Company contribution
- Company paid Short & Long term Disability plus Life Insurance
- Professional development initiatives / continuous learning opportunities
- Opportunities to participate in and support the company's diversity and inclusion initiatives
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
