[Hiring] Manager, Care Advocacy @Imagine360

Role Description

Imagine360 is seeking a Manager, Care Advocacy, to join the team! The Manager drives robust strategies to ensure an elevated member experience. Responsibilities include but are not limited to:

• 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.
• 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.

Qualifications

• 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.

Requirements

• Healthcare Benefits/Insurance industry experience a strong plus.
• 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.
• 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.