Manager, Navigation Service Delivery

ABOUT THE ROLE:

We’re looking for a Manager, Navigation Service Delivery to lead a team of Health Guides (Member Support Associates) who help our members navigate their healthcare needs. You will be accountable for the day-to-day management of your member base, and lead/motivate your team of Health Guides to deliver timely, accurate, and high-touch concierge services to our members. Managers are responsible for handling escalations, driving quality, and supporting their teams who operate in an omnichannel contact center environment.

 

WHAT YOU’LL DO:

• Lead, motivate, coach, and mentor your team of Health Guides to deliver world-class concierge service (typically leads a team of 8-15 employees)
• Drive KPI Performance (SLA, Abandon Rates, Chat Response Times, TATs, etc.)
• Assign, review, and monitor employee workload to ensure timely and accurate completion of member requests 
• Perform daily, weekly, and monthly reviews of performance analytics to drive member experience, identify process improvements, and otherwise manage the business
• Develop, update, and maintain Standard Operating Procedures to support team and department
• Work in cross-functional teams to drive training, quality, workforce, and Product improvements 
• Serve as a subject matter expert for your member base for internal teams (CSM, Product, Sales, etc.)
• Conduct weekly coaching sessions, quality reviews, and performance evaluations 
• Interview, hire, and onboard new team members
• Handles escalations including conducting RCA and developing action plans to address opportunities
• Ensure compliance with policies, procedures, and regulations (HIPAA, etc.)
• Support new organization launches, refresher training, and account-specific training for organizations within your member base
• Support program growth and efficiency through participation in operational projects to drive efficiency including improvements in internal tools, IVR, reference materials, etc.

 

WHO YOU ARE:

• 7+ years of contact center management experience
• Bachelor’s Degree in Management or Healthcare highly preferred
• Healthcare experience preferred but not required
• Strong coaching and mentoring skills with a passion for developing and growing your team
• High level of Emotional Intelligence (EQ)

• Coachable, focused on continued growth and development
• Ability to work a flexible schedule including evenings and weekends as needed
• Strong team-building, collaboration, and motivational skills
• Ability to effectively influence and communicate to all levels of the organization, with excellent written and verbal communication skills
• Builder and self-starter who is willing to develop SOPs, drive system recommendations, address operational gaps, and continuously look for ways to improve the business and member experience
• Highly organized, with experience in project managing, creating roadmaps, and executing with accountability
• Ability to multi-task in a fast-paced environment
• An analytical background, with experience analyzing data (agent level performance, queue data, and overall business performance metrics) to identify gaps and actionable insights

 

SALARY:  $70,000-$90,000  

 

CYBERSECURITY AWARENESS NOTICE

In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the @rightwayhealthcare.com email domain. We will never ask for bank details or deposits of any kind as a condition of employment. If you have any questions about a suspicious interaction with Rightway, please feel free to reach out to us at hr@rightwayhealthcare.com.

 

ABOUT RIGHTWAY:

Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient’s care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.

Since its founding in 2017, Rightway has raised over $130mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global at a valuation of $1 billion. We’re headquartered in New York City, with a satellite office in Denver. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.