Supervisor, Care Advocacy

Imagine360 is seeking a Supervisor, Care Advocacy to join the team!

Position Location: 100% remote

Responsibilities include but are not limited to:

Supervisory responsibilities:

Team Lead, Navigation

Healthcare Navigator Agents

Additional responsibilities:

Identify contact center strategies through the assessment of team needs, performance metrics, proactive assessment of processes, driving accountability with a focus on performance-based rewards

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

Contribute subject matter analysis as required for the strategic plans of the department

Maintain contact center KPIs while seeking opportunities to advance operations through monitoring system performance, identifying and resolving problems, and driving quality improvement

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, 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. Conduct 1-on-1 meetings with team members to encourage employee engagement and open lines of communication

Required Experience/Education:

Bachelor's 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

Skills and Abilities:

Ability to identify and communication solutions 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 identify and communicate 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

Company paid employee premiums for disability and life insurance

Parental Leave Policy

20 days PTO to start / 10 Paid Holidays

Tuition reimbursement

401k Company contribution

Company paid Short & Long term Disability plus Life Insurance

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**