Manager, Navigation Service Delivery

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. CYBERSECURITY AWARENESS NOTICE In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the @ rightwayhealthcare.com email domain. We will never ask for bank details or deposits of any kind as a condition of employment.  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 to—and hear—each 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 obstacle