Collective Health is hiring a

Manager, Customer Experience

Lehi, United States

We all depend on healthcare throughout our lifetimes, for ourselves, and our families and friends, but it is notoriously difficult to navigate and understand. As an industry that comprises 20% of the US economy we think healthcare should work better for all of us. At Collective Health we believe it’s time for a new day in healthcare where as members we are informed and empowered to make the right care choices when the decisions are urgent and critical. 

Collective Health is expanding its new Member Services team in Utah! We believe health benefits should be simple, accessible, and technology-driven. But moreover, we believe healthcare should be grounded by the people that it serves. To accomplish this, we are reimagining the operational core of health insurance. We are seeking leaders to help deliver on this vision.

We are hiring a Manager for our rapidly growing Member Advocate team. This team services our member population in truly amazing ways. Our goal is to make it easy for our members to understand and utilize their health benefits.  The Member Advocate Team provides member focused high- touch experiences which results in industry leading member satisfaction, Net Promoter Score and employee engagement and satisfaction  results.  

As the Member Advocate Manager, you will be responsible for the leadership and performance of a set of Member Advocate teams. This includes communicating and driving our vision of providing industry leading support to our members in helping them navigate, understand, and pay for healthcare.  

You will excel at setting team goals, defining our team culture, coaching and developing Team Leaders, and managing performance to ensure we are delivering incredible service and continuing to achieve our industry-leading NPS and CSAT metrics. You will also contribute to wider company goals and help us build and scale our business by designing creative solutions to day-to-day problems that arise from our rapid growth and change.

While we are embracing a remote-flexible work week, employees are expected to be within commuting distance of an office. The  frequency of in-office days will be determined on a team-by-team basis closer to the reopening of our offices.

What you’ll do:

  • Manage 5-7 Team Leaders and their teams of Advocates.
  • Coach and develop Team Leaders as they coach and develop their teams.
  • Manage the day to day contact center including service levels, staffing for follow-up and live channels, quality assurance and up-training.
  • Lead team meetings and keep the team aligned on key priorities.
  • Set team goals to drive high performance.
  • Handle client and member escalations from your direct reports and other internal stakeholders.
  • Manage your team’s work on cross-functional projects that impact the broader organization, as needed.
  • Constantly monitor and manage Member Net Promoter Score metrics and feedback and work to consistently evolve our industry leading advocacy model.
  • Identify process improvement opportunities and champion efforts to create streamlined and scalable processes.
  • Collaborate cross functionally to support processes and initiatives to enhance member and member advocate experience.
  • Serve as a leader in our new office in Lehi – supporting and cultivating office culture that aligns with Collective Health values.

Your skills include: 

  • You want to simplify healthcare because you believe people deserve better
  • You are passionate about providing a great customer experience
  • You have experience scaling a team and leading teams through change
  • You have a passion for continuous improvement and instill that in  your teams
  • You are excited to grow and develop leaders
  • You are analytically minded and like to make data-driven decisions
  • You have 8+ years of experience with at least 5 years of people management experience in a customer service or process oriented operations organization
  • Bachelor’s degree and/or equivalent years of management experience, preferred

Founded in 2013, Collective Health has created an ecosystem of innovative partners across care and benefits delivery, as well as built a powerful and flexible infrastructure to better enable employees and their families to understand, navigate, and pay for healthcare. By reducing the administrative lift of delivering health benefits, providing an intuitive member experience, and improving health outcomes, the company guides employees toward healthier lives and companies toward healthier bottom lines. Collective Health is headquartered in San Mateo, CA with locations in Chicago, IL, and Lehi, UT. For more information, please visit collectivehealth.com.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Collective Health is committed to providing support to candidates who require reasonable accommodation during the interview process. If you need assistance, please contact [email protected].

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