Henry Meds · 5 hours ago

Senior Manager, Care Advocacy (US)

Remote, US

Full-time

Remote

Mid, Senior Level

$68K/yr - $71K/yr

2+ years exp

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Responsibilities

Provide strong leadership to managers within the Care Advocacy team, ensuring they are equipped to support their teams effectively.

Cultivate a collaborative work culture that emphasizes continuous learning, teamwork, and professional development focused on customer care and advocacy.

Develop and implement strategies to optimize productivity and efficiency within the team, aligning with organizational objectives and enhancing customer experiences.

Ensure company values (Move Faster, Keep Learning, Stay Positive, and Deliver Value) are integrated into team operations and decisions.

Serve as the primary point of contact for all stakeholders, including engineering, marketing, HR, and other support functions, to enhance service delivery in care advocacy.

Establish and nurture strong working relationships with stakeholders to facilitate seamless operations, ensuring all teams work cohesively towards common goals.

Spearhead recruitment efforts aligned with the company's rapid growth objectives, working closely with the HR team to identify top talent for the Care Advocacy team.

Foster a high-performance culture that drives organizational success through effective talent acquisition and team-building strategies.

Champion and uphold a culture of exceptional service delivery, ensuring all interactions are handled with professionalism, empathy, and timeliness.

Analyze customer feedback and interactions to identify areas for improvement, designing and implementing effective solutions to enhance the customer experience.

Set, uphold, and continuously improve customer service standards, policies, and procedures that affect customer advocacy.

Oversee the resolution of escalated issues related to care advocacy, providing guidance to managers to ensure timely and satisfactory outcomes.

Collaborate cross-functionally to address and resolve complex customer concerns, driving customer satisfaction and retention.

Utilize data-driven insights to evaluate team performance and recommend improvements, ensuring key performance indicators (KPIs) are met or exceeded.

Generate regular reports on customer service activities, trends, and insights for senior management, offering valuable insights for strategic decision-making.

Regularly evaluate and improve call center processes and applications related to care advocacy services.

Implement best practices for process optimization and efficiency in customer interactions.

Foster a culture of continuous improvement and innovation within the care advocacy team.

Other duties as needed based on department and/or organizational needs.

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.

Customer service principlesLeadership experienceSCRUMITILSix SigmaTelehealth experienceCustomer service softwareCRM systemsZendeskCoaching skillsData-driven insights