Supervisor, Referral Support Advocacy

Summary

Join Included Health as a Supervisor of Referral Support Advocacy and lead a team dedicated to providing exceptional care and improving patient health outcomes. Develop and grow a high-performing team of Referral Support Advocates, ensuring a superior patient experience. Guide your team through the dynamic healthcare landscape, ensuring their continued success. This leadership role offers a unique opportunity to make a significant impact on patients' lives. You will recruit, interview, hire, and train new staff, manage team performance, coach individual development, and model company values. You will also provide direct oversight of a remote team, generate accurate reports, troubleshoot issues, and collaborate with other teams.

Requirements

• 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
• Excellent verbal and written communication skills
• Ability to function well in a high-paced and at times stressful environment

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
• Advance our “Best Place to Work” culture built on trust balanced with performance excellence
• Articulate company and department level goals and how your team can influence
• Handles discipline and termination of employees in accordance with company policy
• 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/patient
• 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

Preferred Qualifications

3+ years in healthcare, customer service and/or advocacy with lead or supervisory experience strongly preferred

Benefits

• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
• Full suite of Included Health telemedicine (e.g. behavioral health, urgent care, etc.) and health care navigation products and services offered at no cost for employees and dependents
• Generous Paid Time Off ("PTO") and Discretionary Time Off (“DTO”)
• 12 weeks of 100% Paid Parental leave
• Family Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistance
• Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment)
• 11 Holidays Paid with one Floating Paid Holiday
• Work-From-Home reimbursement to support team collaboration and effective home office work
• 24 hours of Paid Volunteer Time Off (“VTO”) Per Year to Volunteer with Charitable Organizations