Imagine360 is currently seeking Manager, Provider Experience to join our growing dynamic team! The Manager drives robust strategies to ensure an elevated provider and member experience. Oversee and maintain contact center service metrics (Schedule Adherence; Call Quality, etc.), staff performance and adherence to standard operating procedures focused on white-glove service and creating an effortless experience. Concentration on staff development, maximizing efficient processes and systems, driving service vision/culture and hiring new team-members who align with departmental goals. Develop strategies and ensure departmental (and corporate) cultural initiatives and standards are enthusiastically supported and cultivated, while motivating staff to elevate the provider/member experience and reach their full career potential. Solve challenging problems in a rewarding, fast paced dynamic environment!
Position Location: 100% remote
Responsibilities include but are not limited to:
- Partner with leadership to develop contact center strategies through the assessment of team needs, performance metrics, proactive assessment of processes, driving accountability with a focus on performance-based rewards
- Maintain contact center KPIs, specifically schedule adherence and call quality results while seeking opportunities to advance operations through monitoring system performance, identifying and resolving problems, and driving quality improvement
- Promote, support and drive a dynamic teamwork environment that fosters positive morale, unity, cohesiveness, effective communication and service excellence
- Leverage subject matter expertise to oversee and provide counsel on elevated issue resolution
- Participate in development of and lead assigned quarterly goals
- Accomplish team related human capital objectives through involvement in recruiting selecting, assigning, coaching, counseling, disciplining, and educating employees
- Communicating individual and team job expectations while motivating staff to accomplish goals and reach their full career potential. Coordinate, review and oversee individual goals, annual reviews and HR issues
- Collaborate with leadership and analytics team to collect, analyze, and draw conclusions about team and individual performance, identify and leverage trends to create proactive solutions
- Analyze reports to assess, measure and monitor productivity (schedule adherence), quality and related trends. Work closely with Quality Assurance team to assess individual and team performance and associated trends that may correlate to additional training needs or necessary process efficiencies
- Conduct real-time and as-needed training/coaching/development meetings. Work with team supervisors to conduct department huddles and 1-on-1 meetings with team members to encourage employee engagement and open lines of communication
Required Experience / Education:
- College degree or equivalent combination of some college and demonstrated work experience
- Proven leadership experience in a service environment, preferably a contact center
- Healthcare Benefits/Insurance industry experience a strong plus
- Ability to implement solutions with little supervision in a fast-paced environment and provide supervision and mentorship to their team
- Strong technology skills (Microsoft products)
- Proven staff development experience in coaching, mentoring, performance management, career pathing, goal-setting and effective motivational and teambuilding expertise
- Superior, established problem-solving skills. Ability to implement solutions with little supervision in a fast paced, environment and provide supervision and mentorship to their team
- Exhibit a strong passion for service, developing employees, mentoring/coaching and motivating others to succeed
- Excellent verbal and written communication skills with the ability to resonate with others to impact positive outcomes
- Team player able to collaborate with other departments
What can Imagine360 offer you?
- Multiple Health Plan Options, including a 100% employer paid premiums option
- 100% Company paid employee premiums for Dental, Vision, STA, & LTD, plus Life Insurance
- Parental Leave Policy
- 20 days PTO to start / 10 Paid Holidays
- Tuition reimbursement
- 401k Company contribution
- Professional development initiatives / continuous learning opportunities
- Opportunities to participate in and support the company's diversity and inclusion initiatives
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Imagine360 is a health plan solution company that combines 50 years of self-funding healthcare expertise. Over the years, we've helped thousands of employers save billions on healthcare. Our breakthrough total health plan solution is fixing today's one-size-fits-none PPO insurance problems with powerful, customized, member-focused solutions.
Imagine360 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
**RECRUITMENT AGENCIES PLEASE NOTE: Imagine360 will only accept applications from agencies/business partners that have been invited to work on a specific role. Candidate Resumes/CV's submitted without permission or directly to Hiring Managers will be considered unsolicited and no fee will be payable. Thank you for your cooperation**