Manager, Member Advocacy

Collective Health is expanding its Member Services team in Utah! We believe health benefits should be simple accessible and technology-driven. But moreover we believe healthcare should be grounded by the people that it serves. To accomplish this we are reimagining the operational core of health insurance. We are seeking leaders to help deliver on this vision.

We are hiring a Manager for our growing Member Advocate team in Lehi UT. This team services our members in truly amazing ways. Our goal is to make it easy for our members to understand and utilize their health benefits. The Member Advocate Team provides member focused high- touch experiences which results in industry leading member satisfaction Net Promoter Score and employee engagement and satisfaction results.

As the Member Advocate Manager you will be responsible for building and leading Member Advocate teams who support our clients and their members. This includes coaching performance management for Team Leaders and driving our vision of providing industry leading support to our members in helping them navigate understand and pay for healthcare.

You will excel at setting team goals defining our team culture coaching and developing Team Leaders and managing performance to ensure we are delivering incredible service and continuing to achieve our industry-leading NPS and CSAT metrics. You will also effectively collaborate cross-functionally to ensure you and your teams have the support you need to effectively support and service our members. You will also contribute to wider company goals and help us build and scale our business by designing creative solutions to day-to-day problems that arise from our rapid growth and change.

What youll do:

• Manage 5-7 Team Leaders and their teams of Advocates.
• Coach and develop Team Leaders as they coach and develop their teams.
• Manage the day to day contact center including service levels staffing for follow-up and live channels quality assurance and up-training.
• Lead team meetings and keep the team aligned on key priorities.
• Set team goals to drive high performance.
• Handle client and member escalations from your direct reports and other internal stakeholders.
• Manage your teams work on cross-functional projects that impact the broader organization as needed.
• Constantly monitor and manage Member Net Promoter Score metrics and feedback and work to consistently evolve our industry leading advocacy model.
• Identify process improvement opportunities and champion efforts to create streamlined and scalable processes.
• Collaborate cross functionally to define and implement efficient processes to solve business problems as they arise.

What youve done / Who you are:

• You are passionate about providing a great customer experience
• You have experience scaling a team and leading teams through change
• You have a passion for continuous improvement and instill that in your teams
• You are excited to grow and develop leaders
• You have a proven ability to create high performing teams who are focused on improving each day and love what they do.
• You are analytically minded and like to make data-driven decisions
• You have 3years Health Insurance background with experience delivering provider and member support.
• You have 8 years of experience with at least 5 years of people management experience in a customer service or process oriented operations organization
• Bachelors degree and/or equivalent years of management experience

Pay Transparency Statement

This is a hybrid position based out of our Lehi office with the expectation of being in office at least two weekdays per week.#LI-hybrid

The actual pay rate offered within the range will depend on factors including geographic location qualifications experience and internal equity. In addition to the salary you will be eligible for stock options and benefits like health insurance 401k and paid time off. Learn more about our benefits athttps:// UT Pay Range