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Company

Cleo · 9 hours ago

Medicare Member Experience Manager

Greater Bend Area

Full-time

Remote

Mid, Senior Level

$75K/yr - $95K/yr

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Employee BenefitsFamily

No H1B

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Responsibilities

Oversee onboarding of new team members into your team

Be a team leader by using your judgment to independently address issues and questions from direct reports, escalating to your manager and leadership, as needed

Communicate with your direct reports to ensure they stay up to date with workflows, trainings, and role relevant content.

Collaborate with other Member Experience Managers to plan meeting agendas and drive communication of key updates within your teams

Manage the capacity of each of your team members' workload, family load and working hours to promote a healthy work-life balance for your team.

Motivate and manage a team of Cleo Guides and Specialists to deliver operational excellence by:

Creating a positive and high-functioning team that achieves all goals related to performance metrics and delivers the highest quality member experience and outcomes

Contributing to ongoing quality improvement and operational excellence

Sharing consistent & timely performance-related feedback and insights with both direct reports and Member Operations leadership to regularly and holistically improve as a team

Monitoring your team’s performance metrics to ensure that your team is effectively and efficiently hitting the expectations of their roles.

Conducting a consistent cadence of one-on-ones

Providing coaching and mentoring of team members

Be knowledgeable about the various offerings and product lines within Cleo and be able to hold a product leadership role in one or more of these verticals, collaborating cross functionally with other members of Member Experience, Member Operations, and cross-functional partners

Advise on the specific needs of the Medicare Advantage population to ensure programmatic and operational excellence

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Member Experience ManagementMedicare Advantage ExperienceStar Measures ExpertiseTeam ManagementGoogle DriveJiraSlackGoogle CalendarGoogle SuiteCoachingMentoringStrategic Thinking

Required

Proven experience in member/customer experience management or related roles

Experience working with Medicare Advantage members and their caregivers

Expertise driving Star Measures

Ability to effectively and confidently communicate the member experience to external stakeholders including prospective and current customers

Comfort managing a remote team of Cleo Guides who support families on the spectrum of topics from family forming through parenthood or caring for adult loved ones

Ability to creatively problem-solve, think critically, and make autonomous decisions

Ability to apply insight and understanding about emotions and human responses to create and maintain positive interpersonal interactions, including when families may be dealing with a loss, a child in the NICU, or other challenging situations

Clear and concise communication skills, ability to relay empathy no matter the medium of communication

Solutions-oriented mindset, ability to tackle challenges with creative thinking, and a willingness to go above and beyond for a family in need

Comfort with professional software such as Google Drive, ticket management systems such as Jira, and chat-based team collaborative apps such as Slack

Experience using Google Calendar and Google Suite in a professional environment

Availability both to support guides and to sync with leadership in their time zones

Management: Can lead, motivate, and hold teams accountable to achieve goals. Are a strong manager and an inspiring people leader with a high degree of comfort leading teams through change and navigating ambiguity to bring structure to your team

Decision-Making: Gather information necessary to make decisions. Think through problems clearly and logically. Are decisive and don’t procrastinate on decisions once there is clarity on appropriate next steps

Strategic Agility: Are able to think strategically, and to see and relay the big picture of what, how, and why we are pursuing a new initiative, customer, or project. Enjoy rolling up your sleeves and getting tactical about translating to day-to-day operations. Able to focus on activities that provide the most value. Regularly update plans to reflect changing circumstances

Technical and Business Expertise: Help to improve the family experience via feedback on services and available technology. Provide key feedback on family experience to help our cross-functional team build and further develop key features

Communication: Have a high degree of comfort and skill traversing high-stakes conversations with diverse stakeholders and functions. Be able to communicate effectively both written and verbally. Practice active listening, express verbal and written ideas fluently and logically, are open to input, and model high standards for honesty and integrity. Encourage the expression of diverse ideas for self and others

Results-Oriented: Are goal-directed, self-motivated, focused, and accountable for meeting commitments, while also recognizing the contributions of peers. Ability to take initiative and action to problem solve and achieve goals and meet targets