VIVIO, a Public Benefit Corporation

Manager

• Operational Leadership: Manage daily operations, ensuring smooth workflow and maximum efficiency.
• Supervise the management of member cases, ensuring all issues are resolved in a timely and satisfactory manner.
• Monitor case workflows and resolve complex or escalated issues to maintain high service standards.
• Monitor call volume and performance metrics, making necessary adjustments to meet and exceed service goals.
• Ensure adherence to organizational policies, procedures, and relevant healthcare regulations.
• Conduct regular performance reviews, provide constructive feedback, and implement training programs to address skill gaps.
• Process Improvement and Problem-Solving: Manage the resolution of complex member inquiries and issues, ensuring prompt and effective solutions.
• Implement and refine best practices and procedures to enhance efficiency, effectiveness, and member satisfaction.
• Immerse yourself in VIVIO’s processes and procedures, first for understanding and execution, then for continuous enhancement.
• Provide guidance and support to team members dealing with challenging cases, leveraging your expertise.
• Conduct root cause analysis for significant case escalations and drive continuous improvement initiatives.
• Team Management and development: Lead, motivate, and develop the team to achieve individual and team goals.
• Conduct regular performance reviews, provide constructive feedback, and implement training programs to address skill gaps.
• Promote a positive and collaborative team environment, encouraging open communication and professional growth.
• Performance Monitoring: Track key performance indicators (KPIs), conduct regular audits and prepare regular reports on team performance.
• Use data-driven insights to make informed decisions and drive continuous improvement.
• Communication and Collaboration: Facilitate clear, effective communication within the team, ensuring alignment with goals and expectations.
• Collaborate with healthcare providers, pharmacies, and other departments to address member inquiries and concerns efficiently.
• Share updates, discuss challenges, and celebrate team successes to foster a cohesive and motivated team environment.
• Provide individualized support to team members, promoting open dialogue and addressing emerging issues.
• Work with cross-functional teams to achieve common goals, facilitate communication, and drive project success by leveraging diverse perspectives and expertise.

Manager, Member Experience