At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States. And we've just started. So join us on this mission!

Job Description

A bit about us:

At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States. And we've just started. So join us on this mission.

A bit more about this role:

Our Member Service team has the opportunity to make a difference every single day in the complex world of health care. Devoted Health’s Member Service Guides are the main point of support for our members, answering their questions about their health plan benefits, helping them navigate the healthcare system, and listening for opportunities to improve their health or their experience. We aim to guide every member as we would our own family.

The Member Service Supervisor will be responsible for supervising a team of Guides and improving our service operations. You will be managing and supporting Guides to be successful in providing excellent service to Members, including: performance management, training and coaching, development planning, and team engagement initiatives. Beyond these formal duties you will help build a culture that enables our Guides to be their best authentic, caring, and emotionally intelligent selves in their interactions with members. You will develop a deep understanding of our benefit offerings and many of our business processes so that you can help Guides answer questions and solve problems for members.

You will work in an entrepreneurial environment where we are constantly looking to learn what our members need and to develop better ways to serve them. You will be asked to identify opportunities to delight members and ideas for ways to make our processes and technology better.

Responsibilities will include:

• Lead a team of Member Service Guides at varying skill levels

• Provide coaching & training to assist guides in exceeding member expectations and building customer loyalty

• Manage team to achieve goals on phone service levels, call quality, case resolution turnaround times, and member engagement

• Conduct side-by-side observations, review calls for quality monitoring and regularly hold 1x1 feedback sessions

• Speak with escalated members in a professional and courteous manner in an effort to quickly reach an effective resolution

• Handle member service calls to help cover occasional surges in call volume

• Analyze trends based on historical data to close performance gaps ensuring established service levels are met.

• Provides Guides with individual performance metrics to help support their development.

• Make recommendations and/or take corrective action to manage team performance as appropriate

• Effectively interview and recommend candidates for hire

• Collaborate with cross-functional teams to help create a fast learning environment with a focus on member resolution

• Advocate for your team by identifying training, tech and/or process related needs that will improve the member and/or employee experience

• Create a transparent team culture where both positive and critical feedback is comfortably exchanged on a daily basis
  

Attributes to success:

• You are fluent in both English and Spanish (in both written and oral communication)

• A strong desire to improve the health care experience: you love to serve and make a difference

• Strong problem-solving skills and able to adapt to change in a fast-paced environment

• The ability to manage time effectively, prioritize tasks, set goals, and develop systems for achieving those goals

• Proven ability to close performance gaps

• The ability to adjust your coaching and teaching style to different people

• Ability to think analytically and connect data trends to behaviors

• Excellent communication and relationship building skills, especially in listening, trust-building, and de-escalation

• Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex startup environment

• Growth orientation: you seek and incorporate feedback and you see the potential in your teammates
  

Desired skills and experience:

• Health insurance experience (Medicare Advantage a plus)

• Solid understanding of health care claims & benefits

• Bachelor’s Degree or equivalent customer-facing and management work experience

• Bilingual in English and either Creole or Spanish is a plus

• You’re a great leader and team player with a can-do attitude; you’re self- reflective

Healthcare equality is at the center of Devoted’s mission to treat our members like family. We are committed to a diverse and vibrant workforce. If you lack a specific credential for this position but believe that your strengths and life experiences will propel our mission, we would love to hear from you.

If you love running towards complex challenges and transforming them into solutions, if you want to make a potentially huge impact on many lives, and if you are looking for a disruptive startup with an inspiring and talented team, Devoted Health may be the place for you!

#LI-REMOTE

Salary: $51,000 - $71,800 per year

Our Total Rewards package includes:

• Employer sponsored health, dental and vision plan with low or no premium

• Generous paid time off

• $100 monthly mobile or internet stipend

• Stock options for all employees

• Bonus or commission eligibility for all roles

• Parental leave program

• 401K program

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

The salary and/or hourly range listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, years of relevant experience, education, credentials, budget and internal equity).

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.