Manager, Navigation Service Delivery

Rightway•Quinte West, ON

29d•$69,000 - $86,000•Onsite

About The Position

We are looking for a highly motivated Manager to lead Billing Claims and Health Systems Navigation Service Delivery for Rightway Healthcare. This position will work with senior management to provide leadership to the contact center team by planning and organizing all aspects of the department’s day-to-day operations, primarily focused on working with members to understand their medical bills, benefit coverage, and resolving billing or claims processing issues. This role will ensure that efficient processes and systems are in place and that call center performance goals are achieved promptly and sustainably. This leader will be accountable for developing current and next-generation leaders in the department. Additionally, this role will implement and evaluate contact center processes to deliver the highest-quality experience for Rightway’s clients and members.

Requirements

5+ years of healthcare billing or claims processing experience
Strong understanding of benefit structures, adjudication rules, EOBs, etc.
Strong communication skills and a demonstrated ability to translate complex topics into common speech
Strong coaching and mentoring skills with a passion for developing and growing your team
High level of Emotional Intelligence (EQ)
Coachable, focused on continued growth and development
Ability to work a flexible schedule, including evenings and weekends as needed
Strong team-building, collaboration, and motivational skills
Ability to effectively influence and communicate to all levels of the organization, with excellent written and verbal communication skills
Builder and self-starter who is willing to develop SOPs, drive system recommendations, address operational gaps, and continuously look for ways to improve the business and member experience
Highly organized, with experience in project management, creating roadmaps, and executing with accountability
Ability to multitask in a fast-paced environment
An analytical background, with experience analyzing data (agent-level performance, queue data, and overall business performance metrics) to identify gaps and actionable insights

Nice To Haves

3+ years of contact center management experience preferred, but not required
A bachelor’s Degree in Management or Healthcare is highly preferred

Responsibilities

Lead, motivate, coach, and mentor your team of Health Guides to deliver world-class concierge service (typically leads a team of 8-15 employees with Lead direct reports)
Drive KPI Performance (SLA, Abandon Rates, Chat Response Times, TATs, etc.)
Assign, review, and monitor employee workload to ensure timely and accurate completion of member requests
Perform daily, weekly, and monthly reviews of performance analytics to drive member experience, identify process improvements, and otherwise manage the business
Develop, update, and maintain Standard Operating Procedures to support the team and department
Work in cross-functional teams to drive training, quality, workforce, and Product improvements
Serve as a subject matter expert for your member base for internal teams (CSM, Product, Sales, etc.)
Participate in client meetings alongside Customer Services when necessary
Conduct weekly coaching sessions, quality reviews, and performance evaluations
Interview, hire, and onboard new team members
Handle escalations, including conducting RCA and developing action plans to address opportunities
Ensure compliance with policies, procedures, and regulations (HIPAA, etc.)
Support new organization launches, refresher training, and account-specific training for organizations within your member base
Support program growth and efficiency through participation in operational projects to drive efficiency, including improvements in internal tools, IVR, reference materials, etc.