A bit about us:

We’re on a mission to change healthcare — how it’s paid for, delivered, experienced. We want to put people center stage, not process or profit. We are guided by a deep belief that every person on Medicare should be treated like we would treat a member of our own family: with loving care and a profound commitment to their health and well-being.

That’s why we’re gathering a whole bunch of smart, big-hearted people to create a new kind of healthcare company — one that combines compassion, health insurance, clinical care, and technology seamlessly.

We want to throw the long ball with people we love for a cause we believe in. Life is short. Join us.

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 Manager will be responsible for supervising our Guides and improving our service operations. You will be managing and supporting Guides to be successful in providing excellent service to Members, including: training and coaching, oversight of staffing and call queues, improvement of workflows and processes. 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.

In addition, you will help to supervise Guides who are answering questions for Providers and Brokers partnered with Devoted.

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 high performing team of Guides who provide support to Members, Providers, and Brokers
• Review call data and prepare management reports summarizing team performance and insights on member needs
• Review reporting and data for trends and identify opportunities for improvement
• Achieve business results and strive to continuously improve for our customers
• Accountable for member/provider satisfaction, retention, and growth by delivering outstanding member service
• Have a solid understanding of our service offerings so you’re able to investigate and resolve member questions
• Develop training materials, call scripts, and job aides
• Develop, motivate, evaluate, and coach team on work procedures, proper call handling and teamwork delivering excellent customer service
• Listen to live calls and call recordings to provide feedback to Guides and assure quality

Attributes to success:

• A deep caring to make a change in the healthcare experience: you love to serve and make a difference
• You’ve had proven success in managing and coaching people and helping them be successful
• You can articulate and break down complex information
• You help create environments of safety and joy for the teams you manage
• Being present and timely - for your team, for our members
• The ability to work in a startup environment: which means being transparent in your work, what’s going well, what’s not
• Being adaptable to change: as we look to make things better for your experience as a Member Service Manager and for our members - we will change things as we go and grow!

Desired skills and experience:

• Health insurance experience with solid understanding of claims and benefits (Medicare Advantage a plus)
• You have a minimum of 5 years of experience in a customer serving atmosphere, including at least 3 years in a management role
• Strong leadership experience in a metrics driven environment, contact center metrics
• Experience and demonstrated success in recognizing/developing talent and nurturing a team environment which results in open collaboration, strong business results and improved member experience

Our ideal Member Service Manager is caring, compassionate, solutions-oriented, and exudes enthusiasm in providing an outstanding experience for Devoted Health’s members.

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!