Job Information
Quantum Health, Inc. Assistant Pod Manager, Operations in Dublin, Ohio
Description Location: This position is located at our Dublin, OH campus. Who we are Founded in 1999 and headquartered in Central Ohio, we're a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we're on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost - that's why we call ourselves Healthcare Warriors. We're committed to building diverse and inclusive teams - more than 2,000 of us and counting - so if you're excited about this position, we encourage you to apply - even if your experience doesn't match every requirement. About the role The Assistant Pod Manager (APM) is responsible for supporting their Pod Manager in building, developing and leading a team (we call them 'Pods') of Healthcare Warriors who deliver outstandingservice to our members, providers and clients. The team consists of Care Coordinators (some call them PatientService Representatives, or PSRs for short), clinical staff (including Nurses), and administrative/support professionals in our modern, fast-paced, contact center environment. They work to create a sense of comfort within the team that fosters confidence - allowing our associates to betterassist our customers and stakeholders. This front-line leader facilitates relationships, inspires collaboration, creates efficiencies, and champions the Quantum Health culture. What you'll do Support Pod Manager in hiring, developing and retaining top talent; Provide performance management coaching support to develop team and maximize associate success. Foster and model a community-like culture within the team to recognize and reward innovation that improves our member and associate satisfaction. Assist with new associate assimilation and provide continuous training and development. Facilitate monthly one-on-one associate feedback sessions and support Pod Manager with delivering behavioral and data-driven performance feedback. Reinforce defined metrics and KPIs to deliver on client and member experienceperformance goals. Provide timely, digestible and actionable updates with respect to client expectations, business results/metrics, member satisfaction and Pod culture. Assist team members in answering questions, resolving escalated issues and work to improve the member's healthcare journey; Directly manage second-tier member/customer escalations. Collaborate with Pod Manager and Client Executives to ensure effective client implementation and ongoing satisfaction, escalating as needed. Maintain and leverage effective relationships with clients acting as a primary liaison to the business and Pod; Identify and resolve problems to ensure client and member service ismaintained at the highest level and communicate any trends to leadership for escalation. Partner with external plan partners, including ThirdParty Administrators (TPAs) and Pharmacy Benefits Managers (PBMs) toensure total support for the client's plan andtheir member's issues and concerns. All other duties as assigned. What you'll bring Education: Bachelor's degree or equivalent leadership experience in a customer service, healthcare, and/or contact center environment. Experience: 3+ years' experience managing a service-focused team. Proven ability to deliver results in a high-service healthcare or insurance environment, preferably in a fast-paced, service-based, efficiency-driven background. A player-coach approach to leadership with demonstrated experience leveraging data and metrics to enhance team performance. Strong stakeholder engagement skills with experience building and leveraging cross-functional partnerships to meet and exceed client expectations.