Member Service Guide Supervisor, Devoted Health

• A strong desire to improve the health care experience: you love to serve and make a difference
• Strong problem-solving skills and able to adapt to change in a fast-paced environment
• The ability to manage time effectively, prioritize tasks, set goals, and develop systems for achieving those goals
• Proven ability to close performance gaps
• The ability to adjust your coaching and teaching style to different people
• Ability to think analytically and connect data trends to behaviors
• Excellent communication and relationship building skills, especially in listening, trust-building, and de-escalation
• Proven ability to successfully provide relevant and immediate feedback in a fast-paced and complex startup environment
• Growth orientation: you seek and incorporate feedback and you see the potential in your teammates

Desirable

• The Member Service Supervisor will be responsible for supervising a team of Guides and improving our service operations
• You will be managing and supporting Guides to be successful in providing excellent service to Members, including: performance management, training and coaching, development planning, and team engagement initiatives
• Beyond these formal duties you will help build a culture that enables our Guides to be their best authentic, caring, and emotionally intelligent selves in their interactions with members
• You will develop a deep understanding of our benefit offerings and many of our business processes so that you can help Guides answer questions and solve problems for members
• You will work in an entrepreneurial environment where we are constantly looking to learn what our members need and to develop better ways to serve them
• You will be asked to identify opportunities to delight members and ideas for ways to make our processes and technology better
• Lead a team of Member Service Guides at varying skill levels
• Provide coaching & training to assist guides in exceeding member expectations and building customer loyalty
• Manage team to achieve goals on phone service levels, call quality, case resolution turnaround times, and member engagement
• Conduct side-by-side observations, review calls for quality monitoring and regularly hold 1x1 feedback sessions
• Speak with escalated members in a professional and courteous manner in an effort to quickly reach an effective resolution
• Handle member service calls to help cover occasional surges in call volume
• Analyze trends based on historical data to close performance gaps ensuring established service levels are met
• Provides Guides with individual performance metrics to help support their development
• Make recommendations and/or take corrective action to manage team performance as appropriate
• Effectively interview and recommend candidates for hire
• Collaborate with cross-functional teams to help create a fast learning environment with a focus on member resolution
• Advocate for your team by identifying training, tech and/or process related needs that will improve the member and/or employee experience
• Create a transparent team culture where both positive and critical feedback is comfortably exchanged on a daily basis