Manager, Navigation Service Delivery
Manager, Navigation Service Delivery
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$ 65000 - 90000
1 Vacancy
Job Description
ABOUT THE ROLE:
Were looking for a Manager Navigation Service Delivery to lead a team of Health Guides (Member Support Associates) who help our members navigate their healthcare needs. You will be accountable for the daytoday management of your member base and lead/motivate your team of Health Guides to deliver timely accurate and hightouch concierge services to our members. Managers are responsible for handling escalations driving quality and supporting their teams who operate in an omnichannel contact center environment.
WHAT YOULL DO:
- Lead motivate coach and mentor your team of Health Guides to deliver worldclass concierge service (typically leads a team of 815 employees)
- 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 team and department
- Work in crossfunctional 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.)
- Conduct weekly coaching sessions quality reviews and performance evaluations
- Interview hire and onboard new team members
- Handles 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 accountspecific 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.
WHO YOU ARE:
- 7 years of contact center management experience
- Bachelors Degree in Management or Healthcare highly preferred
- Healthcare experience preferred but not required
- 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 teambuilding 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 selfstarter 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 managing creating roadmaps and executing with accountability
- Ability to multitask in a fastpaced environment
- An analytical background with experience analyzing data (agent level performance queue data and overall business performance metrics) to identify gaps and actionable insights
SALARY: $65000$90000
CYBERSECURITY AWARENESS NOTICE
In response to ongoing and industrywide fraudulent recruitment activities (i.e. job scams) Rightway wants to inform potential candidates that we will only contact them from the @ email domain. We will never ask for bank details or deposits of any kind as a condition of employment. If you have any questions about a suspicious interaction with Rightway please feel free to reach out to us at
ABOUT RIGHTWAY:
Rightway is on a mission to harmonize healthcare for everyone everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patients care journey through a modern mobile app. Rightway is a front door to healthcare giving patients the tools they need along with ondemand access to Rightway health guides human experts that answer their questions and manage the frustrating parts of healthcare for them.
Since its founding in 2017 Rightway has raised over $130mm from investors including Khosla Ventures Thrive Capital and Tiger Global at a valuation of $1 billion. Were headquartered in New York City with a satellite office in Denver. Our clients rely on us to transform the healthcare experience improve outcomes for their teams and decrease their healthcare costs.
HOW WE LIVE OUR VALUES TO OUR TEAMMATES:
Were seeking those with passion for healthcare and relentless devotion to our goal. We need team members that embody our following core values:
1) We are human first
Our humanity binds us together. We bring the same empathetic approach to every individual we engage with whether it be our members our clients or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen toand heareach other we celebrate our differences and similarities we are present for each other and we strive for mutual understanding.
2) We redefine what is possible
We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries other leaders and other challenges. We use ingenuity and resourcefulness when faced with tough problems.
3) We debate then commit
We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution we actively listen to one another approach it with a yes and mentality and assume positive intent. Once a decision is made we align and champion it as one team.
4) We cultivate grit
Changing healthcare doesnt happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations we value persistence. We embrace failure as a stepping stone to future success. On this journey we seek to act with guts resilience initiative and tenacity.
5) We seek to delight
Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team we each play a crucial part in our members care and take that responsibility seriously. When faced with an obstacle we are kind respectful and solutionoriented in our approach. We hold ourselves accountable to our clients and our members success.
Rightway is a healthcare company looking to improve healthcare outcomes for everyone everywhere. With that in mind we have to consider what is good for the health of our team the company and the communities we operate in. As such Rightway has determined a mandatory COVID19 vaccination policy for all employees in combination with other safety precautions is the best way forward.
Rightway is PROUDLY an Equal Opportunity Employer that believes in strength in the diversity of thought processes beliefs background and education and fosters an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis covered by appropriate law. All employment is decided on the consideration of merit qualifications need and performance.
Required Experience:
Manager
Employment Type
Full Time
