Collective Health is hiring a

Senior Manager, Care Operations

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 Customer Experience team in Utah! We believe health benefits should be simple, accessible, and by using technology. 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 an experienced leader to improve and scale key process and function areas within our Care Operations organization. The Care Operations team at Collective Health includes the Care Management team composed of Pharmacists, Registered Nurses, Social Workers, Dietitians and Care Coordinators. The ideal candidate will have strong operational experience and a deep understanding of care management, as well as an ability to think strategically focusing on outcome measurements.

This is a great opportunity with a revenue generating team that is a market differentiator for us. This will be leading a clinical team which you may not get in most roles.

Key Responsibilities:

  • Responsible for creating inclusive and engaged teams, including leadership, including those outside of the department to build cross functional teams. .
  • Drive scalability across assigned functions and processes
  • Drive operational excellence and rigor within and across teams
  • Directly responsible for the teams and operations within Care Operations
  • Strong cross functional collaboration and leadership to drive technology enabled solutions to help the teams scale. This includes partnering with teams across Product, Engineering, Product Operations and other teams as needed.
  • End-to-end analysis of systems and processes, identifying areas for improved efficiency, automation, accuracy and scalability
  • Responsible for developing the leadership team and building a world class operations team
  • Develope performance metrics for your team
  • Take ownership and work cross-functionally with multiple Customer Experience teams, Legal, Product, Engineering, and Client Success to identify and resolve issues

Skills and Qualifications:

  • 7+ years of direct management experience, including multiple years of leading leaders
  • Experienced operational leader that understands all aspects of operations (org design, process definition/management/optimization, training, quality, knowledge management, workforce, operational performance metrics management, etc)
  • Cares deeply about customers and creating amazing experiences
  • Experience in the healthcare industry preferred
  • Experience working in a larger, more mature operations
  • Experience leading service teams in phone/email/chat
  • Strong people leader
  • Clinical experience not required, but would be nice to have
  • Scaling experience, nice to have
  • Experience implementing sophisticated processes and projects
  • Experience working cross-functionally with Legal, Engineering, Product and Customer-facing teams
  • Experience working with various stakeholders including clients
  • Ability to make progress, recommendations and decisions despite ambiguity
  • Ability to understand, analyze and envision the end-to-end process
  • Member and client focused (customer centricity)
  • You enjoy a fast paced team environment and adapt well to change by adjusting priorities as needed
  • You have excellent verbal, written and interpersonal communication skills
  • You are analytically minded and like to make data-driven decisions
  • You are a self-motivator and self-starter
  • You are inspired by creating and fostering an engaged workforce

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 recruitin[email protected].

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