Manager, Support Services at Wellframe

| Greater Boston Area
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At Wellframe, we reimagine healthcare relationships through a new approach that uses high-tech to deliver the high-touch support people need, when and where they need it. We call it Digital Health Management. Our comprehensive suite of Digital Health Management solutions for care management, advocacy, and navigation help organizations forge more meaningful connections with members, across their healthcare journey. 
Wellframe was founded to counter a pressing industry problem: the healthcare system has struggled to find ways to support people in between care settings, at scale. We believe health plans are in the best position to advocate for their members as they navigate their health and care, but know that technology alone can’t help us achieve this ambition. That’s why our team of physicians, clinicians, public health experts, data scientists, engineers, and healthcare industry experts ensure our patented technology works in service of the person-to-person connections that make healthcare work best.
Role Overview 
The Services Manager will support daily operations and help to drive effectiveness and efficiency of the Support Services team, which is part of Client Delivery under Client Strategy & Operations. The Support Services team supports Wellframe-provided services for client staff, user support and app engagement. This individual will ensure nothing short of exemplary support and the most accurate information is provided consistently to end users in accordance with established policies and procedures. In addition, they will partner closely with internal teams to provide real-time insights that will allow for the optimization of service delivery and product improvements. The Services Manager will report directly to the Director of Support Services. 
Areas of Responsibility:

Supervising the delivery of comprehensive and exceptional services

  • Oversees team and daily operations, managing real time work volumes and not afraid to jump in and assist if needed
  • Establish end user relationships and follow up as needed; ensure that escalations to various departments are seamless to our end users
  • Handle escalated user incidents, complaints, and questions that impact daily operations and team / company initiatives
  • Acts as a liaison to provide product and services information and resolve any emerging problems that our end users might face with accuracy and efficiency
  • Monitors workflow, accuracy, and overall quality of work; ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
  • Represent the voice of end users to provide feedback to internal teams helping to improve overall experience and product

Ensuring Service health and performance

  • Lead / participate on multiple, ongoing projects focused on end user satisfaction, operational excellence and employee satisfaction
  • Improve service quality results by studying, evaluating, and redesigning processes; monitoring, analyzing, and communicating standard metrics and KPIs for internal and external stakeholders
  • Evaluate and audit compliance / performance and identify and implement quality improvement opportunities to increase overall productivity and effectiveness
  • Develop, implement and maintain materials and programs ensuring production and quality standards are met

Team management and nurturing talent

  • Manage a small team of direct reports (2-3)
  • Ensure the team meets its goals and objectives through effective hiring, performance management, coaching and career development
  • Train and assist team to handle / schedule work volume and issues in accordance with overall service level agreements, process and policies
  • Evaluate and develop training curriculum and documentation for new hires and existing staff to improve training effectiveness

Education, Experience, & Skills Required

  • Bachelor’s degree, with 4-8 years of experience
  • Customer service and/or call center experience; 1-2 years supervisory/managerial experience
  • High degree of technical proficiency with online tools and systems; familiarity with Google Suite and CRM systems, Zendesk is a plus!
  • Excellent oral and written communication skills required; fluency in Spanish or Haitian Creole a plus but not required
  • Exceptional critical thinking skills and strong leadership skills; proven ability to be flexible and achieve goals and deliver bottom line results in situations where business priorities and the business environment are changing
  • Participate in on-call rotations (some holidays as assigned) to respond to urgent issues when they arise; exhibits general flexibility to shift changes

Behaviors & Traits Required

  • A passion for health, healthcare, and delivery transformation, including the role of digital technology and technology broadly in this transformation
  • Customer-centric approach ensuring all communications are relevant, personalised, friendly and compassionate
  • Strong demonstration of the company’s core values of Tenacity, Collaboration, and Humility
  • "No task is too small" attitude, with a passion for service excellence, eagerness to learn, and ability to take a data-driven approach to identify areas for improvements
  • A self-starter with a track record of delivering strong performance, professional maturity, and business acumen

Wellframe, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status or any other characteristic protected by local, state, or federal laws, rules, or regulations.
This posting is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee and any percentages listed are approximate. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
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Location

Located in the Seaport, we are a short walk from South Station and surrounded by great lunch spots and coffee shops.

An Insider's view of Wellframe

What are some social events your company does?

Wellframe’s social events go beyond the regular happy hours (which we also do). Earlier this week, my team went bowling; with the Women of Wellframe group, we watched Ocean’s 8 together and have a potluck picnic coming up; and later this summer, we’ll all indulge in a beach day. It’s all made me feel a part of the company even as a new member.

Fabiola

Client Operations Associate

What's the biggest problem your team is solving?

Wellframe's engineering team is passionate about blending data, cutting edge technologies and security to build products that have a direct positive impact on patients' quality of life. To that end, we are currently designing the next generation of our architecture while expanding our infrastructure.

Mohammad

CTO

What is your vision for the company?

We see an opportunity over the coming years to work with more and more organizations that allow us to impact more patients more profoundly, and so we are investing a lot to not only grow commercially and bring on more clients and new partnerships, but to take on more ownership over helping our partners engage more with their patients or members.

Jake

President & CEO, Co-Founder

What makes someone successful on your team?

Tenacity: We go the extra mile to make our partners successful and inspire each other with our thirst for excellence.
Collaboration: We work constructively across disciplines to solve hard problems together.
Humility: We are never finished learning and growing, and we value the perspective and experiences of those around us.

Evan

Senior Director of People & Culture

What are Wellframe Perks + Benefits

Wellframe Benefits Overview

Wellframe recognizes that an employee benefits program is necessary for the health and well-being of our employees and their families. We are pleased to offer our employees one of the most competitive and comprehensive benefits packages in the industry.

Culture
Volunteer in local community
Wellframe participates in quarterly volunteer activities. In the past we've volunteered at More than Words, Community Servings, Boston Healthcare for the Homeless and West End Boys and Girls Club.
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Interview training is conducted at Wellframe 1-2 a year to minimize bias in the interview process.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Twice a week in-office lunches
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Wellframe hosts Lunch and Learns once a month.
Cross functional training encouraged
Promote from within
Online course subscriptions available
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