At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, weve grown fast and now serve members across the United States. And weve just started. So join us on this mission!

Job Description

A bit about this role:

Our Member Service team has the opportunity to make a difference every single day in the complex world of health care. Devoted Health’s Member Service Guides are the main point of support for our members, answering their questions about their health plan benefits, helping them navigate the healthcare system, and listening for opportunities to improve their health or their experience. We aim to guide every member as we would our own family.

As a Member Service Guide Manager, you will partner with our Guide Supervisor team to manage and influence the performance of our Member Service Guides, while driving to improve our service operations. You will be responsible for developing the Supervisor team through coaching conversations and leading by example. Beyond these formal duties you will help build a culture that enables our team to be their best authentic, caring, and emotionally intelligent selves in their interactions with members and each other.

Your Responsibilities and Impact will include:

Leadership and People Management:
- Lead and mentor a team of Guide Supervisors, providing guidance, support, and fostering a culture of excellence and accountability.
- Motivate and engage team members to inspire outstanding service and foster talent retention.
- Set clear expectations, establish goals, and provide ongoing feedback to ensure the team consistently delivers exceptional service.
- Utilize data analysis to identify trends and implement coaching and performance improvement strategies as necessary to optimize team performance.
Operational Excellence:
- Organize and oversee initiatives and processes to achieve specific, measurable goals, identifying obstacles and implementing changes for greater efficiency.
- Monitor key performance indicators (KPIs) and identify opportunities for improvement to meet or exceed service level agreements (SLAs).
- Independently manage projects from inception to completion, ensuring timely delivery and successful outcomes.
- Prioritize and allocate operational work queues, monitoring daily metrics to optimize workflow management.
- Develop, review, and revise policies and procedures to ensure regulatory compliance and adherence to standards.

Required skills and experience:

You have a minimum of 5 years of experience in a customer serving atmosphere, including at least 2 years of proven success in a management role.
Consistently demonstrate strong interpersonal and communication skills to facilitate collaboration and drive progress.
Default to action by taking initiative and proactively addressing challenges without waiting to be prompted.
Seek diversity by actively soliciting feedback from individuals with diverse experiences and backgrounds to enhance work products.
Embrace the concept of disagree and commit, openly expressing opinions while supporting team decisions and moving forward collectively.

Desired skills and experience:

Expertise and confidence in Medicare Advantage and regulatory requirements
Strong leadership experience in a metrics driven environment, contact center metrics

Salary: $74,800 - $94,500 / year

Our ranges are purposefully broad to allow for growth within the role over time. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

Employer sponsored health, dental and vision plan with low or no premium
Generous paid time off
$100 monthly mobile or internet stipend
Stock options for all employees
Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
Parental leave program
401K program
And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Healthcare equality is at the center of Devoted’s mission to treat our members like family. We are committed to a diverse and vibrant workforce.

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.