Apta Health · 2 days ago
Team Manager Client Experience Concierge Team
United States
Full-time
Remote
Mid, Senior Level
2+ years expApta Health is seeking a Manager for their Cash Guardianship Concierge team, responsible for overseeing daily operations and performance of the call center. The role involves leading a team, monitoring call metrics, ensuring compliance with regulations, and enhancing customer satisfaction.
Employee BenefitsHealth CareHealth InsuranceInsurance
No H1B
Responsibilities
Lead, mentor, and manage the team of Guardianship Concierges in a fast-paced call environment
Monitor and analyze call metrics (e.g., average handle time, first call resolution, customer satisfaction scores, adherence, and service levels)
Conduct silent call monitoring on both live and recorded calls
Develop and implement strategies to improve customer satisfaction, team performance, and process efficiency
Ensure compliance with all regulatory and privacy requirements related to health insurance (e.g., HIPAA)
Handle complex escalations and work closely with vendors, clients and other departments (Client Experience, Claims, Finance, Billing) to resolve issues
Conduct regular coaching, training, and performance reviews for staff
Prepare reports and presentations for senior leadership regarding team performance and operational challenges
Collaborate with the Apta Cash Program Director, QA/Training Manager, Technical Manager, Senior Leadership team members, and Guardianship Concierge team to implement tools, technologies, and training that enhance service delivery
Forecast staffing needs and manage scheduling to ensure optimal coverage
Monitor Apta Cash program in-boxes and emails
Monitor tasks assigned and scheduled to Guardianship Concierges daily
Ensure Apta Cash team member adherence to all schedules for effective phone coverage
Stay logged in and available during scheduled hours for phone coverage
Manage text and website chat alerts received
Identify best practices and training opportunities
Stay current with all training, policies and regulations
Stay current with all existing and future clients and plan details
Other duties as assigned
Qualification
Required
Demonstrated knowledge and prior experience with self-funded health insurance plans, including reinsurance and stop-loss contracts, required
Knowledge of, and practical experience in, regulatory issues such as ERISA, COBRA, HIPAA, PPACA, as well as various applicable state and federal regulations specific to health insurance
Exceptional organizational skills, including a strong attention to detail and quality, with a proven ability to establish, meet and exceed time-sensitive objectives
Excellent problem-solving skills, demonstrating abilities in being able to manage multiple and changing priorities, and offering solutions to challenges or concerns raised by a stakeholder, while maintaining a positive and professional attitude
Demonstrated ability to meet/exceed client expectations and provide clients with a positive experience at all times
Excellent interpersonal and customer service skills with the ability to communicate verbally and in writing with individuals at all levels, including executives, vendors and clients
Ability to maintain confidentiality and exercise discretion regarding confidential and sensitive information
Proficiency with common office software such as Adobe Acrobat Pro and Microsoft Office Suite
Must demonstrate a sense of urgency and the ability to work in a fast-paced environment
Highly organized with a strong ability to establish, meet and exceed time-dated objectives
Customer service driven with an ability to bridge gaps in communication and build relationships
Ability to perform other projects, assignments, and support duties as assigned
Preferred
2+ years prior health insurance and client servicing experience, preferred
Associate degree, or equivalent work-related experience, preferred
2+ years management experience, preferred
Company
Apta Health
Apta Health offers healthcare insurance programs that supports both employers and employees with a self-funded plan centered.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Melissa Saturnino
Chief Operating Officer
Recent News
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