Company Description
WHO IS GUIDEHEALTH?
Guidehealth is a data-powered, performance-driven healthcare company dedicated to operational excellence. Our goal is to make great healthcare affordable, improve the health of patients, and restore the fulfillment of practicing medicine for providers. Driven by empathy and powered by AI and predictive analytics, Guidehealth leverages remotely-embedded Healthguides™ and a centralized Managed Service Organization to build stronger connections with patients and providers. Physician-led, Guidehealth empowers our partners to deliver high-quality healthcare focused on outcomes and value inside and outside the exam room for all patients.
Job Description
As the Manager of Customer Support, you will lead staff to an exceptional performance level by giving quality and quantity objectives to expand their knowledge of services, products and troubleshooting techniques which will focus on performance and process improvement to better support customers along with internal department procedures. This position reports to the Sr. Manager, Client Service Operations.
What You’ll be doing
Maintain and improve department and individual call quality at 95% or above, ensuring AHT between 4-5 minutes is met, along with BH and individual IPA special standard requirements through report monitoring.
Provide feedback to direct reports in relation to quality scores and call handle times and after call work.
Ensure proper phone coverage in all phone skills. Ensure clients with SLA’s are meeting defined SLAs.
Troubleshooting phone and computer system issues through communication with IT and current phone vendor control center.
Executing and reviewing reports as requested. Prepare various monthly reporting statistics for internal departments along with external customers.
Manage incoming emails and voicemails, ensuring all are responded to within 24 business hours
Schedule and participate in team meetings, lead/auditor meetings and attend operational meetings as requested.
Assessing and assigning workflow, coaching, counseling, disciplining employees, communicating job expectations, conducting performance conversations/reviews.
Coordinate operational activities alongside departments and managers.
Maintain and communicate yearly holiday phone hours in current phone system, with CBM’s and HMOI.
Monthly one-on-ones with all direct reports.
Partner with phone vendor for implementation of changes related to the Customer Support team.
Participate in hiring and interviewing process.
Qualifications
What You'll Need To Have
Minimum of 2 years lead or supervisory experience in a high-volume call center in managed care HMO Medical insurance, Client Services or other related health care field.
Must have intermediate to advanced knowledge with Word, Excel and Access.
Must be organized, self-motivated, detail oriented, disciplined and a team player
Demonstrates the ability to mentor staff and multi-task with minimum supervision and the ability to prioritize appropriately.
Ability to meet deadlines
Strong written and oral communication.
Fluent in English and Spanish preferred
Would Love For You Have
HMO Managed care Medicare Advantage experience.
Additional Information
The salary range for this role is between $60,000 - $63,500 per year
BENEFITS:
While you are hard at work advancing value-based healthcare, we are here to ensure YOU have the care you and your family need and the opportunities for growth and development. Our commitments to you include:
- Work from Home: Guidehealth is a fully remote company, providing you the flexibility to spend less time commuting and more time focusing on your professional goals and personal needs.
- Keep Health a Priority: We offer comprehensive Medical, Dental, and Vision plans to keep you covered.
- Plan for the Future: Our 401(k) plan includes a 3% employer match to your 6% contribution.
- Have Peace of Mind: We provide Life and Disability insurance for those "just in case" moments. Additionally, we offer voluntary Life options to keep you and your loved ones protected.
- Feel Supported When You Need It Most: Our Employee Assistance Program (EAP) is here to help you through tough times.
- Take Time for Yourself: We offer Flexible Time Off tailored to meet your needs and the needs of the business, helping you achieve work-life balance and meet your personal goals.
- Support Your New Family: Welcoming a new family member takes time and commitment. Guidehealth offers paid parental leave to give you the time you need.
- Learn and Grow: Your professional growth is important to us. Guidehealth offers various resources dedicated to your learning and development to advance your career with us.
COMPENSATION:
The listed compensation range listed is paid bi-weekly per our standard payroll practices. Final base pay decisions are dependent upon a variety of factors which may include, but are not limited to: skill set, years of relevant experience, education, location, and licensure/certifications.
OUR COMMITMENT TO EQUAL OPPORTUNITY EMPLOYMENT
Diversity, inclusion, and belonging are at the core of Guidehealth’s values. We are an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation and identity, national origin, citizenship, religion, marital status, familial status, physical, sensory, or medical disability, Family and Medical Leave, military or veteran status, pregnancy, childbirth or other related medical conditions, or any other classification protected by federal, state, and local laws and ordinances. Our management is fully dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.
OUR COMITTMENT TO PROTECTION OF PATIENT AND COMPANY DATA
This position is responsible for following all Security policies and procedures in order to protect all PHI and PII under Guidehealth’s custodianship as well as Guidehealth Intellectual Properties. For any security-specific roles, the responsibilities would be further defined by the hiring manager.
