Manager Coupe Member Services

Coupe Health•Eagan, MN

4d•Remote

About The Position

Healthcare today is complicated and confusing. Coupe Health changes that. Coupe delivers a different healthcare experience – one that is streamlined and simplified, saving our members time and money. At Coupe, we are passionate about transforming healthcare. Come join our team. The Impact You Will Have In this position, you will be responsible for managing the service operations of the Coupe Health Valet team and will be accountable for ensuring the efficient delivery of quality service that meets the needs of members, partner health plans (Blue Partner Plans, TPAs, etc.), providers, clients & brokers.

Requirements

7+ years of related professional experience. All relevant experience including work, education, transferable skills, and military experience will be considered.
3+ years of staff, team lead or project lead experience
Demonstrated ability to build and maintain relationships with accounts and internal staff.
Experience working in a client service environment and working with relevant technology.
Demonstrated ability to think strategically and execute strategic plans.
Strong coaching and employee development knowledge and skills.
Ability to develop strategic working relationships and influence others.
High school diploma (or equivalency) and legal authorization to work in the U.S.

Nice To Haves

Previous work experience in service industry, healthcare or insurance preferred.

Responsibilities

Manages the implementation of the service operational strategies to provide superior, cost-effective service delivery.
Participates in the development and leads the implementation and monitoring of performance metrics to ensure that performance guarantees, corporate measures and regulatory requirements are met.
Assesses and determines allocation of resources to ensure appropriate staffing levels for assigned service area and collaborates with other service directors to ensure appropriate staffing for the entire service center.
Collaborates with account management groups in developing and maintaining customer relationships.
Leads initiatives in collaboration with other departments to identify and implement technology and process improvements to support efficiency and accuracy.
Serves as a business representative on organizational initiatives to represent the member perspective and ensure operational ability to serve customers.
Coaches and develops staff to ensure achievement of performance goals – both individually and across the call center.