Basic FunctionPeople and Client Management
Monitor and assist team members in the daily operation aspects of the project including reviewing the status and performance against targets, performing root cause analysis of variances and makes improvements to meet the targets.
Coach, guide and train team members by providing creative ideas and ways on how to carry out the respective tasks towards providing excellent patient support.
Provide assistance to team members in accordance with established practices and procedures.
Provide timely and accurate reports as agreed with client.
Establish good working relationship with the clients
Assist in hiring, selection and training of new team members
Education• Bachelor’s degree or higher required
• Expert-level knowledge of and direct experience working in the Canadian or U.S. health care or benefits industries
• 5+ years of experience in a consumer-, customer-, member- and/or patientfacing role, with 2+ years in a management or supervisory role
• Experience setting and monitoring KPIs, SLAs and PGs in a service center
Specific Duties and Responsibilities• Leads a high performing Care Navigator team by providing consistent leadership, mentoring and coaching to direct reports
• Instills a culture of accountability and ownership that stresses the need to provide accurate, complete and personalized service to members
• Directs implementation of League’s standards to ensure delivery of qualityfocused, consistent and cost-effective member services
• Uses member feedback, data, analytics and technology to continuously improve performance and present differentiation opportunities
• Helps Health team set specific, challenging, and achievable objectives and action plans
• Serves as an on-the-ground resource by monitoring, evaluating and reporting on day-to-day operation
• Delivers regular talent reports to League’s leadership team, making them aware of any performance or disciplinary issues as they arise
• Act as the initial point-of-contact for members’ non-clinical issues, needs, concerns and/or questions that require escalation from a Care Navigator
• Leads by example and promotes the standards of leadership excellence
• Adheres to all applicable policies and procedures, laws and regulations to maintain and promote a compliant workplace
• Acts as a League ambassador and team player, pitching in when and where needed
Qualifications• Strategic business acumen and proven communications, organizational and management skills
• Commitment to quality, continuous improvement and professional development.
• Strategic thinker and problem-solver with an analytical mind and ability to overcome challenges on-the-fly, in a thoughtful and meaningful way
• Passionate and caring in nature; willingness to go above and beyond for our members.
Visit us at: Infinit-O | BPO Outsourcing Companies Philippines
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