Manager, Navigation Service Delivery

Manager, Navigation Service Delivery

Denver, CO

About The Role

We are looking for a highly motivated Manager to lead Billing Claims and Health Systems Navigation Service Delivery for Rightway Healthcare. This position will work with senior management to provide leadership to the contact center team by planning and organizing all aspects of the department's day-to-day operations, primarily focused on working with members to understand their medical bills, benefit coverage, and resolving billing or claims processing issues. This role will ensure that efficient processes and systems are in place and that call center performance goals are achieved promptly and sustainably. This leader will be accountable for developing current and next-generation leaders in the department. Additionally, this role will implement and evaluate contact center processes to deliver the highest-quality experience for Rightway's clients and members.

What You'll Do

• Lead, motivate, coach, and mentor your team of Health Guides to deliver world-class concierge service (typically leads a team of 8-15 employees with Lead direct reports)
• Drive KPI Performance (SLA, Abandon Rates, Chat Response Times, TATs, etc.)
• Assign, review, and monitor employee workload to ensure timely and accurate completion of member requests
• Perform daily, weekly, and monthly reviews of performance analytics to drive member experience, identify process improvements, and otherwise manage the business
• Develop, update, and maintain Standard Operating Procedures to support the team and department
• Work in cross-functional teams to drive training, quality, workforce, and Product improvements
• Serve as a subject matter expert for your member base for internal teams (CSM, Product, Sales, etc.)
• Participate in client meetings alongside Customer Services when necessary
• Conduct weekly coaching sessions, quality reviews, and performance evaluations
• Interview, hire, and onboard new team members
• Handle escalations, including conducting RCA and developing action plans to address opportunities
• Ensure compliance with policies, procedures, and regulations (HIPAA, etc.)
• Support new organization launches, refresher training, and account-specific training for organizations within your member base
• Support program growth and efficiency through participation in operational projects to drive efficiency, including improvements in internal tools, IVR, reference materials, etc.

Who You Are

• 5+ years of healthcare billing or claims processing experience
• 3+ years of contact center management experience preferred, but not required
• Position is in the office at the Denver satellite office located in DTC
• Strong understanding of benefit structures, adjudication rules, EOBs, etc.
• Strong communication skills and a demonstrated ability to translate complex topics into common speech
• A bachelor's Degree in Management or Healthcare is highly preferred
• Strong coaching and mentoring skills with a passion for developing and growing your team
• High level of Emotional Intelligence (EQ)
• Coachable, focused on continued growth and development
• Ability to work a flexible schedule, including evenings and weekends as needed
• Strong team-building, collaboration, and motivational skills
• Ability to effectively influence and communicate to all levels of the organization, with excellent written and verbal communication skills
• Builder and self-starter who is willing to develop SOPs, drive system recommendations, address operational gaps, and continuously look for ways to improve the business and member experience
• Highly organized, with experience in project management, creating roadmaps, and executing with accountability
• Ability to multitask in a fast-paced environment
• An analytical background, with experience analyzing data (agent-level performance, queue data, and overall business performance metrics) to identify gaps and actionable insights

Compensation: $69,000 - $86,000 annually, in addition to bonus and equity

Compensation offered will be determined by geographic location, experience, and qualifications.

About Rightway

Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient's care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.

Since its founding in 2017, Rightway has raised over $200mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global. We're headquartered in New York City, with satellite offices in Denver and Dallas. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.

How We Live Our Values To Our Teammates

We're seeking those with passion for healthcare and relentless devotion to our goal. We need team members that embody our core values:

1) We are human, first Our humanity binds us together. We bring the same empathetic approach to every individual we engage with, whether it be our members, our clients, or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen toand heareach other, we celebrate our differences and similarities, we are present for each other, and we strive for mutual understanding.

2) We redefine what is possible We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries, other leaders, and other challenges. We use ingenuity and resourcefulness when faced with tough problems.

3) We debate then commit We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution, we actively listen to one another, approach it with a "yes, and" mentality, and assume positive intent. Once a decision is made, we align and champion it as one team.

4) We cultivate grit Changing healthcare doesn't happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations, we value persistence. We embrace failure as a stepping stone to future success. On this journey, we seek to act with guts, resilience, initiative, and tenacity.

5) We seek to delight Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team, we each play a crucial part in our members' care and take that responsibility seriously. When faced with an obstacle, we are kind, respectful, and solution-oriented in our approach. We hold ourselves accountable to our clients and our members' success.

Rightway is proud to be an Equal Opportunity Employer that believes in the strength of diverse thought, beliefs, backgrounds, and education. We foster an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis protected by applicable law. All employment decisions are based on merit, qualifications, need, and performance.