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
areFounded 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 roleThe 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 outstandingservice to our members, providers
and clients. The team consists of Care Coordinators (some call them
PatientService 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 betterassist our customers and
stakeholders. This front-line leader facilitates relationships,
inspires collaboration, creates efficiencies, and champions the
Quantum Health culture.What you'll doSupport 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 experienceperformance 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
ismaintained at the highest level and communicate any trends to
leadership for escalation.Partner with external plan partners,
including ThirdParty Administrators (TPAs) and Pharmacy Benefits
Managers (PBMs) toensure total support for the client's plan
andtheir member's issues and concerns.All other duties as
assigned.What you'll bringEducation: 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
What you should know
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, Executive , Dublin, Ohio
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