Job Description:
Job Summary:
The Manager of Advocacy Center Operations will ensure operational activities are organized and focused on achievement of department operational goals. This leader will ensure execution of and adherence to processes for Benefits Navigation and Care Guidance for the Sharecare+ Core Advocacy product. They will do so with an emphasis on member experience, work quality, operational efficiency, long and short-term planning, and customer-centric thinking. They will work closely with other managers and leaders within the Advocacy department to strategize and develop long-term plans that usher in new levels of productivity and success at Sharecare. This leader will also present department status, key accomplishments and performance improvement plans to the department director during regularly scheduled department reviews.
Essential Job Functions:
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Execute established navigational advocacy and proactive care guidance processes for dedicated client advocacy teams or multi-client advocacy teams
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Provides direct guidance for claim, benefit, referral and incentive inquiries to frontline colleagues.
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Help enhance and optimize the navigational advocacy and care guidance processes
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Provide leadership for Advocacy Operations Team who will report to this role
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Responsible for attaining goals for member VoC (Voice of the Customer)
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Responsible for contributing to the design of business strategies to promote the attainment of goals for the Family Health Advocates and Research Analysts
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Apply analytical thinking and techniques to developing solutions and action plans to problems and performance improvement opportunities
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Present operational status and performance improvement plans (if required) to Sharecare leadership in regularly scheduled reviews.
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Accomplishes staff results by communicating job expectations, planning, monitoring and appraising job results. Coaches, counsels and performance manages employees.
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Maintains staff by recruiting, selecting, orienting and training employees.
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Ensures a legal/compliant work environment.
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Collaborates with the Training and Quality department to ensure trends identified in Operations are translating to training curriculum updates for current and accurate instruction to the workforce and aligning with quality observations and capture.
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Resolving escalations, conflict or complaints from customers or employees.
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Represent the company in meetings, events, or conferences, including working directly with internal and external stakeholders and leaders, as needed.
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Preparing progress reports and presentations, updating databases, maintaining proper records and documentation, managing schedules in conjunction with workforce management, and performing daily follow ups and reviews with team members.
Specific Skills/ Attributes:
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Excellent multi-channel communication and problem-solving skills: Ability to communicate effectively in both voice and chat channels, including critical thinking skills, effective typing, grammar, and spelling skills.
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Excellent communication, interpersonal, leadership, coaching, organizational and conflict resolution skills.
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Experience in optimizing processes and implementing automation (using Six-Sigma or other process improvement methods)
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Time management skills
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Experience in successful resolution of high level/sensitive customer service issues.
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Experience in implementing and executing operational processes across onshore and offshore locations
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Experience in planning, organizing, staffing, directing and managing.
Qualifications:
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Bachelor’s degree preferred
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High School diploma/GED required
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5+ years of experience leading customer experience operations, via voice, chat and email channels
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2+ years of experience in health plan member services and/or member advocacy operations in a call center environment
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Experience managing large teams remotely across various time zones.
Sharecare and its subsidiaries are Equal Opportunity Employers and E-Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or other status protected under applicable law.
