Rightway
Manager, Navigation Service Delivery
Denver, CO
Sponsorship not specified$69k-$86kDetected 1 day ago
ComplianceProject ManagementCustomer SuccessHIPAALeadershipCommunicationCollaborationMentoringOrganizational SkillsClaims Management
About the role
- This role will ensure that efficient processes and systems are in place and that call center performance goals are achieved promptly and sustainably.
- Assign, review, and monitor employee workload to ensure timely and accurate completion of member requests
- Serve as a subject matter expert for your member base for internal teams (CSM, Product, Sales, etc.)
Responsibilities
- Drive KPI Performance (SLA, Abandon Rates, Chat Response Times, TATs, etc.)
- Perform daily, weekly, and monthly reviews of performance analytics to drive member experience, identify process improvements, and otherwise manage the business
- Develop, update, and maintain Standard Operating Procedures to support the team and department
- Work in cross-functional teams to drive training, quality, workforce, and Product improvements
- Handle escalations, including conducting RCA and developing action plans to address opportunities
- Support new organization launches, refresher training, and account-specific training for organizations within your member base
- Support program growth and efficiency through participation in operational projects to drive efficiency, including improvements in internal tools, IVR, reference materials, etc.
Requirements
- Strong communication skills and a demonstrated ability to translate complex topics into common speech
- Ability to effectively influence and communicate to all levels of the organization, with excellent written and verbal communication skills
- Highly organized, with experience in project management, creating roadmaps, and executing with accountability
Nice to have
- 3+ years of contact center management experience preferred, but not required
Skills
- Strong team-building, collaboration, and motivational skills
Compensation
- $69,000 - $86,000 annually, in addition to bonus and equity
- Compensation offered will be determined by geographic location, experience, and qualifications.
Benefits
- Rightway is on a mission to harmonize healthcare for everyone, everywhere.
- Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.
- We're seeking those with passion for healthcare and relentless devotion to our goal.
- We are looking for a highly motivated Manager to lead Billing Claims and Health Systems Navigation Service Delivery for Rightway Healthcare.
- Lead, motivate, coach, and mentor your team of Health Guides to deliver world-class concierge service (typically leads a team of 8-15 employees with Lead direct reports)
- Changing healthcare doesn't happen overnight.
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This listing is sourced directly from Rightway's careers page and normalized into a canonical job model.