Assistant Pod Manager

Profile

Description

Location:

This position is located at our Dublin, OH campus.

We’re on a mission to make healthcare simpler and more effective. We fight to ensure our members get the care they need, when they need it, at the most affordable cost – that’s what makes us Healthcare Warriors™. If you’d like to join us, we’d love to talk to you – even if you don’t match every single requirement. 

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

facilitate

s

relationships, inspire

s

collaboration, create

s

efficiencie

s, 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 d

emonstrated 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.

What’s in it for you

Compensation:

Competitive base pay, incentive plans and employee referral bonuses.

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! Check out our home:

https://youtu.be/xRnbvCW_YgA

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

equal opportunity employer

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. 

Sponsorship:

Applicants must be legally authorized to work in the United States on a permanent and ongoing future basis without requiring sponsorship.

#LI-BH1 #LI-onsite

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Company info

Quantum Health LLC.
Website : http://quantum-health.com