Supervisor, Referral Support Advocacy

Summary

Join Included Health as a Supervisor of Referral Support Advocacy and lead a team providing exceptional care and improving patient health outcomes. Develop and manage a team of Referral Support Advocates, ensuring high-quality patient experiences and adherence to service level agreements. Guide your team through the dynamic healthcare industry, fostering their success and making a meaningful impact. This remote role reports to the Manager, Referral Support Advocacy and offers a unique opportunity to contribute to saving lives and enriching others. You will recruit, train, and manage a team, ensuring high performance and continuous improvement. The role requires strong leadership, analytical, and communication skills, along with experience in healthcare and team management.

Requirements

• 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
• 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

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

Benefits

• 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