Supervisor, Referral Support Advocacy
Remote
Ops/Member Care – Member Care /
Remote
As a Supervisor of Referral Support Advocacy, you will lead and inspire a team that provides amazing care, and produces better health outcomes for our patients. You'll develop a team of highly engaged Referral Support Advocates and ensures a high quality patient experience within our service level agreements. As healthcare is a quickly evolving and changing industry, you will lead your team through these changes to ensure their ongoing success. This is one of those rare opportunities where your leadership will help save lives, and enrich others. This is a remote role reporting to the Manager, Referral Support Advocacy.
Responsibilities:
- Recruit, interview, hire, and train new staff.
- Manage your team's performance; specifically quality, accordance to established SLAs and KPIs
- Coach individual development and performance for collective team growth and business impact
- Model a culture reflective of our Core Company Values
- Ensure all team members have completed training thoroughly and identify areas that need additional training and performance management
- Articulate company and department level goals and how your team can influence
- Provide direct oversight of a fully remote team of Referral Support Advocates and their interactions, prioritization and handling of member requests
- Provide accurate reporting with root-cause commentary measuring improvements
- Troubleshoot roadblocks and monitor case movement
- Gain and maintain a thorough understanding of the team policies, processes, software, etc...
- Collaborate with peers within the Care, Medical, and Quality teams
- Promote continuous improvement; recommending people, process and tools/software changes to meet or exceed department goals and add value to our customers/patients
- Keep up-to-date on the latest patient/customer support technologies and industry trends to aid in our scaling efforts
- Responsible for executing the member services strategies and overseeing the processes defined by leadership
- Cultivate expert knowledge of the care team tools and resources including Salesforce, Knowledgebase, telephony tools and others
- Collaborate with team to solve complex member requests and navigate intricacies of employer client benefit plans
- Partner with leadership for quality oversight of all member requests, this includes qualitative feedback and adherence to SLAs
- Influential in hiring, career development and performance management of the Referral Support Advocate team
Qualifications:
- 3+ years in healthcare, customer service and/or advocacy with lead or supervisory experience
- Experience creating new processes and modifying existing processes to meet business needs
- Detail driven and organized leader, with high technology fluency
- Proven track record of driving measurable efficiency results
- Ability to forge new relationships with vendors and internal stakeholders
- Strong data and overall analytical skills
Physical/Cognitive Requirements:
- Capability to remain seated in a stationary position for prolonged periods.
- Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment.
- Capability to work with leadership, employees, and members in an appropriate manner.
Pay:
The United States new hire base salary target ranges for this full-time position are:
Zone A: $63,670 - $82,770 + equity + benefits
Zone B: $70,037 - $91,047 + equity + benefits
Zone C: $76,404 - $99,324 + equity + benefits
Zone D: $82,771 - $107,601 + equity + benefits
This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.
Starting base salary for you will depend on several job-related factors, unique to each candidate, which may include education; training; skills; years and depth of experience; certifications and licensure; our needs; internal peer equity; organizational considerations; and understanding of geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and great compensation package based on their roles and locations. Your Recruiter can share your geographic zone upon inquiry.
Benefits & Perks:
In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more:
Remote-first culture
401(k) savings plan through Fidelity
Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
Paid Time Off ("PTO") and Discretionary Time Off (“DTO")
12 weeks of 100% Paid Parental leave
Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.
Work-From-Home reimbursement to support team collaboration home office work
Your recruiter will share more about the salary range and benefits package for your role during the hiring process.
About Included Health
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.
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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.
