Member Services Supervisor - Evening Shift

Recuro is a leading virtual-first care delivery company offering a personalized, holistic, and proactive approach to healthcare. Recuro provides seamless access to various virtual care services, including primary and urgent care, behavioral health, at-home lab testing, and genomics testing. Additionally, Recuro provides a comprehensive suite of supplemental benefits, integrated prescriptions... care management, and care navigation, all available on a unified platform.

For more information, visit www.recurohealth.com

Summary:

The Member Services Supervisor (evening shift) acts as the subject matter advisor on Recuro Health?s service offerings, platforms, and Member Services policies and procedures. The Member Services Supervisor will leverage this experience to help drive the growth and transformation of Recuro Health Services as it diversifies its offerings and partnerships. This position is also responsible for driving adoption and change management of new initiatives, processes, and protocols across Member Services Coordinators, and will serve as a mentor to the Member Services Team. This position works closely with the Member Services Manager, as well as Client Experience, HR, and Technology Departments. This position is also responsible for ensuring all criteria and guidelines established by Recuro Health are followed by the Member Services Team.

The position can be remote or based in our Bryan, TX location.

General responsibilities:

?Leverage understanding of Member Services processes and tools to support design and deployment of new Member Services processes and protocols as Recuro Health continues to expand into new products and partnerships

?Investigate member service-related issues using available sources of data, reporting, and engaging internal stakeholders

?Answer Member Services Coordinator questions, guiding them through difficult calls or issues, diffusing angry members, or handling issues that cannot be fielded by the Member Services Coordinator

?Support ongoing relationship and collaboration across departments (e.g., Sales and Customer Experience) to create an industry leading patient and provider

?Demonstrate and enforce professional behavior (manner, dress, language, treat all members equally, limit personal information shared with members)

?Promote a safe and harmonious working environment for all other team members and delegate duties to all team members

?Ability to meet deadlines in a fast-paced work environment, with high degree of accuracy

?Comply with all applicable federal and state regulations (e.g., HIPAA)

?Perform other duties as assigned

Primary responsibilities:

?Assist with the implementation and adoption of new service offerings, policies, and procedures; and support Member Service Coordinators with adherence

?Support training and lead Quality Assurance of the Member Service Coordinators

?Provide coaching and mentoring for Member Services Team

?Manage scheduling and attendance of the Member Services Teams such as the monthly Time Off schedule, communicating and posting the schedule for Member Services Team, and maintaining the daily attendance tracking sheet

?Document and approve shift change requests from the Member Services Team

?Document, update, and provide the payroll confirmation to Human Resources for payroll purposes

?Communicate on a timely basis with management, team members and others who need to know or be involved

?Work with the Member Services Manager on department performance reviews, team meetings, and disciplinary meetings

?Work with other departments to resolve member issues ? i.e., IT issues, processing refunds, physician complaints/login issues

?Service as a Subject Matter Advisor for Cerebro, Provider Portal, and the telephony platform (Five9)

?Seeks out information to identify gaps and drives continuous performance improvement from your team as a whole and individual coordinators

?Work collaboratively with other members of the leadership team to foster a team environment where people want to work

?Provide on-call support as needed

?Train new Member Services Coordinators

?Perform all duties of the Member Services Coordinator

?Perform all tasks within scope of Recuro Health policy and procedures

?Perform other duties as assigned

Core Competencies:

?Coaching and Mentoring: Member Services Supervisors are expected to be great tutors and excellent mentors to their team members

?Adaptability: Member Services Supervisors will be critical in understanding and driving change management as Recuro Health continues to grow in its scope of services and partnerships ? this includes testing new processes and concepts on a regular basis

?Professionalism: Member Services Supervisors must always present themselves in a professional manner, especially during difficult conversations or during coaching and QA of other Member Coordinators

?Goal Setting and Achievement: Member Services Supervisors is involved, alongside the Member Services Manager, in setting goals for others to achieve and therefore, they must also be a driven achiever

?Multitasking: Member Services Supervisors must be able to handle multiple tasks at the same time without errors and mistakes

?Motivation: Member Services Supervisors are expected to know how to devise effective motivational techniques to improve the performance of their teammates

Qualifications and Education Requirements:

?Minimum 4 years customer service experience, project management, and or process design

?High School Diploma required; some college education (preferred)

?Experience managing teams remotely is highly preferred

?Experience with multi-faceted, personalized customer support delivery with high expectations for customer satisfaction

?Strong planning, organizational, and time management skills and manage/adapt to changing priorities easily

?Self-starter mindset who also thrives when collaborating with working teams

?Demonstrated ability to learn quickly and to teach others to work proficiently across multiple systems and platforms

Additional Requirements:

?Knowledge of basic healthcare and recruiting terminology

?Track record of meeting call performance and attendance metrics for Member Services Coordinators

?Proficiency in Microsoft Office Suite, especially Excel

?Excellent customer service and phone skills

?Fluency in English

?Detailed oriented

?Strong sense of urgency

?Flexibility with hours and available to work holidays and weekends

Successful applicants must be eligible to work in the US (visa sponsorship is not provided at this time) and must be able to pass a pre-employment background test. Recuro Health is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability

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