Supervisor, Care Advocacy

Imagine360

1d•Remote

About The Position

Imagine360 is seeking a Supervisor, Care Advocacy to join the team! This is a 100% remote position. The role involves identifying contact center strategies, promoting a positive teamwork environment, and leveraging subject matter expertise for issue resolution. The supervisor will contribute to strategic plans, maintain contact center KPIs, and manage human capital objectives. Collaboration with leadership and the analytics team is key for performance analysis and proactive solutions. The role also includes conducting training and coaching meetings, and 1-on-1s to foster employee engagement.

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
Strong technology skills (Microsoft products)
Proven staff development experience in coaching, mentoring, performance management, career pathing, goal-setting and effective motivational and teambuilding expertise
Superior, established problem-solving skills. Ability to identify and communicate 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 other departments

Nice To Haves

Healthcare Benefits/Insurance industry experience a strong plus

Responsibilities

Team Lead, Navigation
Healthcare Navigator Agents
Identify 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 subject matter analysis as required for the strategic plans of the department
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