Supervisor, Referral Support Advocacy

Supervisory Responsibilities:

• Recruits, interviews, hires, and trains 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
• Advance our “Best Place to Work” culture built on trust balanced with performance excellence
• Articulate company and department level goals and how your team can influence   
• Handles discipline and termination of employees in accordance with company policy

Duties/Responsibilities:

• 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/patient
• 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

Required Qualifications:

• 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
• Excellent verbal and written communication skills.
• Ability to function well in a high-paced and at times stressful environment.

Preferred Qualifications:

• 3+ years in healthcare, customer service and/or advocacy with lead or supervisory experience strongly preferred

Physical/Cognitive Requirements:

• Ability to remain seated in a stationary position for prolonged periods.
• Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment.
• No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required.
• Ability to interact with leadership, employees, and members in an appropriate manner.