Benefits Navigation Manager

Job Summary:

The Medefy Benefits Navigation Manager role will be responsible for building, developing, supporting, and leading the growth and development of the Benefits Navigation teams and assisting the Director in managing the team members' daily operational performance and development. Direct supervisory responsibility for the Care Guides, Benefits Navigations Specialists, Team Leads, and Supervisors. This role drives operational effectiveness while meeting Medefy and member expectations continuously. This role will interface with multiple leadership stakeholders and front-line team members to ensure the united delivery of shared operational objectives.

About our awesome company, Medefy Health...

Medefy Health (www.Medefy.com) is a healthcare benefits navigation SaaS company headquartered in Tulsa, OK. We’re proud to be Oklahoma’s #1 fastest-growing company and rated by Inc. Magazine as the 37th fastest-growing tech company and the 288th fastest-growing company overall in the USA…and our story is still being written

Healthcare is only getting more complicated, and more expensive, for employers and their employees. This is where Medefy Health comes in. We’re on a mission to eliminate the stress on hard-working families caused by an impossible to navigate healthcare system. All while saving them, and their employers, a significant amount of time and money. We demolish barriers between healthcare and the people who need it, and we need your help to further our mission

Job Duties & Responsibilities:

• Coach & Develop a highly engaged & high-performing Benefits Navigation team:
  • Ability to accurately assess talent against expectations of the role and cultural engagement.
  • Drive high employee engagement and retention by maintaining and creating a positive working environment.
  • Conduct daily/weekly one-on-one meetings with direct reports as well as skip-level meetings to provide guidance and direction, provide updates, and build synergy within team.
  • Train and develop Supervisors and Leads through coaching and mentoring strategies to achieve/exceed customer and member performance objectives, while maintaining a positive employment environment for the Care Team.
  • Conduct performance reviews for direct reports.
• Deliver Operational Service excellence & execution:
  • Monitor metrics using reporting and analytics for efficient navigation. This is often a daily task for immediate responsiveness but is also a task to aid trending, pattern detection, and strategic direction as well.
    • Chat volume (per agent, per hour/day, etc.)
    • Occupancy of staffing hours
    • Response times
  • Review KPIs and QC metrics to ensure monthly performance goals are on target; creating any necessary adjustments as required to meet performance goals
    • QC Scores
    • Incentives
    • Bonuses
  • Understand the trends/themes/issues affecting benefit navigation and analyze, develop, implement, and support operating model through determining trends, and creating mitigation strategies, providing recommendations and outlining ownership and next steps. This includes realizing the expected results of innovation and new strategies, including AI.
  • Participate in the recruiting process.
  • Co-author of the strategy in the future service delivery space
  • Assist Leadership in preparing and/or reviewing weekly, monthly, and quarterly functional summary reports and/or business performance reviews.
  • Respond in a timely manner to problems and lead resolution efforts and appropriate corrective action.
  • Execute a continuous improvement operating model by identifying opportunities, implementing methods to reduce customer costs, and improving operational performance.
  • Support direct reports in identifying training opportunities that support continuous performance improvement and development goals.
  • Lead and/or participate in cross-functional teams supporting continuous improvement initiatives that improve performance, leadership skills, morale, and technology solutions.
  • May serve as an individual contributor, SME, and an elevated contact for member issues that require manager attention providing assistance with answering questions and resolving escalated issues.
• Execute personnel actions with full authority for hiring and firing decisions as well as implementing and advancing performance improvement plans.
• Manage team member schedules, shift changes, PTO, and time off requests and works to ensure schedule adherence.
• Collaborate to ensure cross-unit efficiencies with other Care Team Units.
• Interface with other departmental leadership stakeholders and front-line team members to ensure united delivery on shared operational objectives.
• Performs other duties and special projects as assigned.

You must have at least the following:

• Bachelor’s Degree, or equivalent education, in Business Admin, Leadership, HR, Organizational Development, or Healthcare Admin
• 3+ years of leadership experience with managing leaders and multiple teams
• Experience managing a team in a high-touch service environment (preferably with an inbound/outbound customer contact component, shared service delivery center and/or healthcare, technology-related)
• Experience with motivating team members to high-performance and achievement of specified goals
• Operational process execution
• Experience with recognizing and developing talent
• Creating a team environment that results in open communication, behavior consistent with company values, and group inter-dependency
• Established analytical thinking skills, observational & communication skills, and collaboration
• Strong data analytics and problem-solving skills.
• Exhibiting and instilling a growth mindset
• Excellent communication skills
• Demonstrated strong leadership, coaching, and mentoring tactics that are utilized daily toward both individual and team goals
• Demonstrated resilience and adaptation to change in a fast-paced, dynamic environment
• Professional, self-motivated, enthusiastic demeanor
• Strong organizational and time management skills
• Typing proficiency
• Proficiency with Microsoft Office Applications (Word, PowerPoint, Excel, Outlook, Teams, etc.)

It would be great if you have:

• Relatively tech savvy (we are a SaaS company after all)
• Successful track record in process automation and optimization (AI implementation)

Supervisory Duties: Direct Supervision of Care Navigation Team, including Care Guides, Benefits Navigation Specialists, Team Leads, and Supervisors

Travel Requirements Percentage: None- 0%

Physical and Mental Requirements:

• Occasionally move inside the office to access file cabinets, office machines, etc.  
• Prolonged periods of being stationary at a desk and working on a computer 
• Communicating with others to exchange information via typing
• Must have close-range clarity of vision with or without corrective lens 
• Ability to simultaneously address multiple complex problems; Multitask without loss of efficiency or accuracy, able to perform duties from multiple sources 
• Interact appropriately with a variety of individuals including customers, clients, and vendors and under adverse circumstances 
• Must maintain regular attendance and be punctual 
• Must be able to exercise independent judgment and make sound decisions

What do we have that you want?

We get to change lives…every day We have an amazing team dedicated to helping people get the healthcare they need out of a system that regularly takes advantage of them – at a price they can afford. Seriously, dedicated is an understatement. We work in a fun, easygoing (but still fast-paced) environment and get to work together in one of the most powerful healthcare software platforms in the world. We all have a burning desire to use that platform to help others with their healthcare challenges and we keep an open mind for new methodologies to accomplish our mission. We want you to want to be here, so we also offer competitive pay and benefits packages as well as an amazing culture

**Job description is not a comprehensive listing of all the activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.