[Hiring] Manager, Member Experience @VIVIO Health

Role Description

As a dynamic Manager, you bring extensive experience in guiding member-focused service. You will play a pivotal role in driving operational excellence and leading a high-performing team. Your primary focus will be on optimizing workflows, enhancing team performance, and continuously improving processes.

The ideal candidate for this role will be a proactive, reliable and dedicated hands-on leader, passionate about delivering exceptional member experience. You will bring creative thinking and a proven ability to lead people and processes while fostering a supportive, empathetic environment that drives success while navigating new challenges.

Qualifications

• Strong track record of successfully leading and developing teams, with excellent interpersonal and communication skills.
• At least 5 years of experience in the healthcare industry, with a focus on care coordination, member advocacy, or related roles.
• Minimum of 5 years of member service leadership and case management experience, within a healthcare setting; remote call center experience highly preferred.
• Education: An associate’s degree or higher in business administration, management, or a related field or equivalent experience is required.
• Travel: Must be willing to travel occasionally for business purposes, including meetings, site training, or VIVIO-related events.
• Proven ability to thrive in a high-volume, fast-paced, and evolving team environment. Prior experience in a call center leadership role.
• Prior PBM experience nice to have.
• Strong analytical and problem-solving abilities, focusing on resolving complex member inquiries and optimizing processes.
• Proficiency in Microsoft Office Applications (Word, PowerPoint, Excel, Outlook, Teams, etc.).
• Exceptional organizational skills with the ability to manage multiple tasks, prioritize effectively, and maintain attention to detail.
• An active problem solver with a “figure it out” mindset.
• A clear, effective, and proactive communicator.

Requirements

• Manage daily operations, ensuring smooth workflow and maximum efficiency.
• Supervise the management of member cases, ensuring all issues are resolved in a timely and satisfactory manner.
• Monitor case workflows and resolve complex or escalated issues to maintain high service standards.
• Monitor call volume and performance metrics, making necessary adjustments to meet and exceed service goals.
• Ensure adherence to organizational policies, procedures, and relevant healthcare regulations.
• Conduct regular performance reviews, provide constructive feedback, and implement training programs to address skill gaps.
• Manage the resolution of complex member inquiries and issues, ensuring prompt and effective solutions.
• Implement and refine best practices and procedures to enhance efficiency, effectiveness, and member satisfaction.
• Immerse yourself in VIVIO’s processes and procedures, first for understanding and execution, then for continuous enhancement.
• Provide guidance and support to team members dealing with challenging cases, leveraging your expertise.
• Conduct root cause analysis for significant case escalations and drive continuous improvement initiatives.
• Lead, motivate, and develop the team to achieve individual and team goals.
• Track key performance indicators (KPIs), conduct regular audits and prepare regular reports on team performance.
• Use data-driven insights to make informed decisions and drive continuous improvement.
• Facilitate clear, effective communication within the team, ensuring alignment with goals and expectations.
• Collaborate with healthcare providers, pharmacies, and other departments to address member inquiries and concerns efficiently.
• Share updates, discuss challenges, and celebrate team successes to foster a cohesive and motivated team environment.
• Provide individualized support to team members, promoting open dialogue and addressing emerging issues.
• Work with cross-functional teams to achieve common goals, facilitate communication, and drive project success by leveraging diverse perspectives and expertise.

Benefits

• The anticipated salary range for this position is $73,000-$85,000 per year.
• Bonus Eligible.
• Health benefits including Medical, Pharmacy, Dental, Vision, Life insurance.
• Stock Options.
• 401K match.
• PTO.
• Opportunity to work for a growing and innovative company.
• Dynamic and collaborative work environment.
• The chance to make a real impact with a Public Benefit Corporation.