Assistant Pod Manager, Operations
Company: quantum-health
Location: Dublin
Posted on: April 23, 2024
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Job Description:
Description
Location: This position is located at our Dublin, OH campus.
Who we are
Founded in 1999 and headquartered in Central Ohio, we're a
privately-owned, independent healthcare navigation organization. We
believe that no one should have to navigate the cost and complexity
of healthcare alone, and we're on a mission to make healthcare
simpler and more effective for our millions of members. Our
big-hearted, tech-savvy team fights to ensure that our members get
the care they need, when they need it, at the most affordable cost
- that's why we call ourselves Healthcare Warriors -.
We're committed to building diverse and inclusive teams - more than
2,000 of us and counting - so if you're excited about this
position, we encourage you to apply - even if your experience
doesn't match every requirement.
About the role
The Assistant Pod Manager (APM) is responsible for supporting their
Pod Manager in building, developing and leading a team (we call
them 'Pods') of Healthcare Warriors--- who deliver
outstanding---service to our members, providers and clients. The
team consists of Care Coordinators (some call them
Patient---Service Representatives, or PSRs for short), clinical
staff (including Nurses), and administrative/support professionals
in our modern, fast-paced, contact center environment.
They work to create a sense of comfort within the team that fosters
confidence - allowing our associates to better---assist our
customers and stakeholders. This front-line leader facilitates
relationships, inspires collaboration, creates efficiencies, and
champions the Quantum Health culture.
What you'll do
Support Pod Manager in hiring, developing and retaining top talent;
Provide performance management coaching support to develop team and
maximize associate success.
Foster and model a community-like culture within the team to
recognize and reward innovation that improves our member and
associate satisfaction.
Assist with new associate assimilation and provide continuous
training and development.
Facilitate monthly one-on-one associate feedback sessions and
support Pod Manager with delivering behavioral and data-driven
performance feedback.
Reinforce defined metrics and KPIs to deliver on client and member
experience---performance goals.
Provide timely, digestible and actionable updates with respect to
client expectations, business results/metrics, member satisfaction
and Pod culture.
Assist team members in answering questions, resolving escalated
issues and work to improve the member's healthcare journey;
Directly manage second-tier member/customer escalations.
Collaborate with Pod Manager and Client Executives to ensure
effective client implementation and ongoing satisfaction,
escalating as needed.
Maintain and leverage effective relationships with clients acting
as a primary liaison to the business and Pod; Identify and resolve
problems to ensure client and member service is---maintained at the
highest level and communicate any trends to leadership for
escalation.
Partner with external plan partners, including Third Party
Administrators (TPAs) and Pharmacy Benefits Managers (PBMs) to
ensure total support for the client's plan and their member's
issues and concerns.
All other duties as assigned.
What you'll bring
Education: Bachelor's degree or equivalent leadership experience in
a customer service, healthcare, and/or contact center
environment.
Experience: 3+ years' experience managing a service-focused
team.
Proven ability to deliver results in a high-service healthcare or
insurance environment, preferably in a fast-paced, service-based,
efficiency-driven background.
A player-coach approach to leadership with demonstrated experience
leveraging data and metrics to enhance team performance.
Strong stakeholder engagement skills with experience building and
leveraging cross-functional partnerships to meet and exceed client
expectations.
Excellent written and oral communication skills, able to articulate
complex healthcare and/or technical concepts to audiences of
various backgrounds.
Strong administrative/technical skills; Comfort working on a PC
using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video
conferencing (Teams & Zoom), and telephones efficiently.
Trustworthy and accountable behavior, capable of viewing and
maintaining confidential information daily.
#LI-BH1 #LI-Onsite
What's in it for you
Compensation: Competitive base and incentive compensation
Coverage: Health, vision and dental featuring our best-in-class
healthcare navigation services, along with life insurance, legal
and identity protection, adoption assistance, EAP, Teladoc services
and more.
Retirement: 401(k) plan with up to 4% employer match and full
vesting on day one.
Balance: Paid Time Off (PTO), 7 paid holidays, parental leave,
volunteer days, paid sabbaticals, and more.
Development: Tuition reimbursement up to $5,250 annually,
certification/continuing education reimbursement, discounted higher
education partnerships, paid trainings and leadership
development.
Culture: Recognition as a Best Place to Work for 15+ years,
dedication to diversity, philanthropy and sustainability, and
people-first values that drive every decision.
Environment: A modern workplace with a casual dress code, open
floor plans, full-service dining, free snacks and drinks,
complimentary 24/7 fitness center with group classes, outdoor
walking paths, game room, notary and dry-cleaning services and
more!
What you should know
Internal Associates: Already a Healthcare Warrior? Apply internally
through Jobvite.
Process: Application > Phone Screen > Online Assessment(s)
> Interview(s) > Offer > Background Check.
Diversity, Equity and Inclusion: Quantum Health welcomes everyone.
We value our diverse team and suppliers, we're committed to
empowering our ERGs, and we're proud to be an .
Tobacco-Free Campus: To further enable the health and wellbeing of
our associates and community, Quantum Health maintains a
tobacco-free environment. The use of all types of tobacco products
is prohibited in all company facilities and on all company
grounds.
Compensation Ranges: Compensation details published by job boards
are estimates and not verified by Quantum Health. Details
surrounding compensation will be disclosed throughout the interview
process. Compensation offered is based on the candidate's unique
combination of experience and qualifications related to the
position.
Sponsorship: Applicants must be legally authorized to work in the
United States on a permanent and ongoing future basis without
requiring sponsorship.
Agencies: Quantum Health does not accept unsolicited resumes or
outreach from third-parties. Absent a signed MSA and
request/approval from Talent Acquisition to submit candidates for a
specific requisition, we will not approve payment to any third
party.
Reasonable Accommodation: Should you require reasonable
accommodation(s) to participate in the
application/interview/selection process, or in order to complete
the essential duties of the position upon acceptance of a job
offer, to submit a recruitment accommodation request.
Recruiting Scams: Unfortunately, scams targeting job seekers are
common. To protect our candidates, we want to remind you that
authorized representatives of Quantum Health will only contact you
from an email address ending in @quantum-health.com. Quantum Health
will never ask for personally identifiable information such as Date
of Birth (DOB), Social Security Number (SSN), banking/direct/tax
details, etc. via email or any other non-secure system, nor will we
instruct you to make any purchases related to your employment. If
you believe you've encountered a recruiting scam, report it to the
and .
Keywords: quantum-health, Columbus , Assistant Pod Manager, Operations, Accounting, Auditing , Dublin, Ohio
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