Manager, Care Advocacy

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
• Communicate individual and team job expectations while motivating staff to accomplish goals and reach their full career potential
• 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

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

Preferred Experience

• Healthcare Benefits/Insurance industry experience a strong plus

Skills and Abilities

• Ability to implement solutions with little supervision in a fast-paced environment and provide supervision and mentorship to their team
• 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

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