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.