Internal Controls Manager
IVC Evidensia UK
Manager, Member Experience
VIVIO, a Public Benefit Corporation
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $68,000 - $75,000 per year
Job Level
Mid-LevelSenior
About the role
- 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.
Requirements
- At least 5 years of experience in the healthcare industry, with a focus on care coordination, member advocacy, or related roles.
- Minimum of 5 years of member service leadership and case management experience, within a healthcare setting; remote call center experience highly preferred.
- Travel: Must be willing to travel occasionally for business purposes, including meetings, site training, or VIVIO-related events.
- Availability to work a full-time schedule between business operating hours of 9 am-8 pm ET and flex based on business needs.
- Prior PBM experience nice to have
- Proficiency in Microsoft Office Applications (Word, PowerPoint, Excel, Outlook, Teams, etc.).
- Exceptional organizational skills with the ability to manage multiple tasks, prioritize effectively, and maintain attention to detail.
- An active problem solver with a “figure it out” mindset.
- A clear, effective, and proactive communicator.
- Education: An associate’s degree or higher in business administration, management, or a related field is required.
