Supervisor, Referral Support Advocacy

About the Role

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 unde.