Full-Time Member Experience Manager
VIVIO Health is hiring a remote Full-Time Member Experience Manager. The career level for this job opening is Manager and is accepting USA based applicants remotely. Read complete job description before applying.
VIVIO Health
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Company Description
Mission and Impact: VIVIO Health, a Public Benefit Corporation, uses data and technology to deliver superior health outcomes for individuals while reducing pharmacy benefit costs for our employer customers.
The Position: We are looking for a mission-aligned Member Experience Manager. As a dynamic Manager, you bring extensive experience in guiding member-focused service. You will play a pivotal role in driving operational excellence and leading a high-performing team.
Job Description
Operational Leadership: Manage daily operations, ensuring smooth workflow and maximum efficiency. Supervise the management of member cases, ensuring all issues are resolved in a timely and satisfactory manner. Monitor case workflows and resolve complex or escalated issues to maintain high service standards.
Process Improvement and Problem-Solving: Manage the resolution of complex member inquiries and issues, ensuring prompt and effective solutions. Implement and refine best practices and procedures to enhance efficiency, effectiveness, and member satisfaction.
Team Management and development: Lead, motivate, and develop the team to achieve individual and team goals. Conduct regular performance reviews, provide constructive feedback, and implement training programs to address skill gaps.
Performance Monitoring: Track key performance indicators (KPIs), conduct regular audits and prepare regular reports on team performance.
Communication and Collaboration: Facilitate clear, effective communication within the team, ensuring alignment with goals and expectations.
Qualifications
Strong track record of successfully leading and developing teams, with excellent interpersonal and communication skills.
At least 5 years of experience in the healthcare industry, with a focus on care coordination, member advocacy, or related roles.
Minimum of 5 years of member service leadership and case management experience, within a healthcare setting; remote call center experience highly preferred.
Education: An associate’s degree or higher in business administration, management, or a related field is required.
Travel: Must be willing to travel occasionally for business purposes, including meetings, site training, or VIVIO-related events.
Availability to work a full-time schedule between business operating hours of 9 am-8 pm ET and flex based on business needs.
Additional Information
Base salary $ 68K-$75 K/year plus bonus eligible
Health Benefits
401K employer match
Stock Options
PTO
Opportunity to work for a growing and innovative company.
Dynamic and collaborative work environment.
The chance to make a real impact with a Public Benefit Corporation.