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Salary
About You:
You want to change the healthcare experience for the better and you know how to lead the team to grow and constantly improve!
As an effective Supervisor for VIVIO’s Site of Care team, you bring years of experience leading member-facing service teams across phone, email, and chat channels. You have coached and trained new and existing team members to exceed metrics and operate proactively and professionally. You lead by example, day in and day out, and thrive on your team’s performance. You multi-task, instantly prioritize, monitor the team, and adapt in real-time and support a caring culture where the team wins because individuals have the support, training, and environment needed to thrive.
We seek team members who are reliable and committed. If you are a problem solver, enjoy thinking creatively about new challenges, and are looking for the next challenge, you would love being on this team.
Who You Will Be Working With:
This role is multi-disciplinary, and it involves leading our teams who engage with VIVIO members, the doctors, and staff who care for our members, the pharmacies that fulfill our members’ drugs, and manufacturers of specialty drugs. This individual will report to the Director of Member Experience. You have solid communication skills to effectively deal with various levels of management, staff, and/or outside contacts.
Job Description
What You Will Be Doing:
Research and Evaluation:
- Lead the team to conduct thorough research on available site-of-care options for members, considering factors such as accessibility, quality of Care, and cost-effectiveness.
- Identify and qualify infusion provider partners based on their ability to meet member needs.
Cost Analysis and Optimization:
Identify, analyze, and recommend Site of Care options while ensuring cost-effective solutions for members while maintaining quality standards.
Operations and Collaboration:
- Effectively communicate with both healthcare providers and members to facilitate seamless coordination of Care and address any concerns or inquiries.
- Manage the team’s interactions with providers and members to ensure all professional and empathetic communication, fostering positive relationships and ensuring a high level of member satisfaction.
- Work closely with other departments to coordinate resources and address member inquiries or concerns effectively.
Case Resolution and Problem-Solving:
- Resolve member cases and inquiries in a timely and efficient manner, demonstrating strong problem-solving skills and attention to detail.
- Proactively address member needs and concerns, ensuring a positive experience throughout the care coordination process.
- Review and resolve next-level questions or concerns from members, providers, and pharmacies.
Training and Support:
- Cross-train and provide backup team support for Concierge staff as needed, demonstrating flexibility and willingness to assist in various roles within the organization.
- Strong leadership skills with the ability to motivate and inspire remote teams.
- Conduct regular team meetings and performance evaluations to monitor progress and address any issues.
Qualifications
What You Will Bring:
- At least 3 years of experience in the healthcare industry, focusing on care coordination, member advocacy, or related roles.
- Demonstrate 3 or more years of Customer Service experience, preferably in a healthcare setting. Call center experience is a plus.
- At least 2 years of creating and executing onboard training and ongoing skills development.
- Exhibit a passion for improving healthcare outcomes and making a positive impact in people's lives.
- Proficiency with Microsoft Office Applications (Word, PowerPoint, Excel, Outlook, Teams, etc.)
- Possess strong analytical skills, with the ability to effectively evaluate alternatives and identify optimal solutions to complex problems.
- Be an effective communicator, verbal and written.
Preferred qualifications:
- Healthcare or pharmacy industry experience
- Experience managing teams remotely.
- Bachelor’s degree
- Completion of a Supervisory Certificate Program
Additional Information
- Base salary $60-65K/year
- Bonus
- Health Benefits
- PTO
- 401 K
- Stock Options
- Opportunity to work for a growing and innovative company.
- Dynamic and collaborative work environment.
- The chance to make a real impact with a Public Benefit Corporation.
VIVIO Health is an Equal Opportunity Employer and does not unlawfully discriminate based on any status or condition protected by applicable Federal, state or local municipal law. All your information will be kept confidential according to EEO guidelines.
