Operations

Sr. Manager, Operations

Remote
Work Type: Full Time

    

OVERVIEW


Wellth is a fast-growing digital health startup headquartered in Los Angeles. Our mission is to help people living with chronic conditions make healthier choices, every day.


Chronic disease is one of the largest challenges facing our nation. This challenge is largely created due to patient non-adherence to medications and care plans. Specifically, only ~50% of people with chronic conditions follow their care plan as prescribed. Confusion, anxiety, busy lives, stress and present bias all exacerbate this problem. This creates enormous health and economic burdens on individuals, families, and communities that are largely preventable.


Our platform deploys evidence-based interventions from behavioral economics through a mobile app which dramatically improves patient adherence, health outcomes, and costs of care. Wellth is at the forefront of designing powerful new tools rooted in behavioral science to deliver value to our customers, healthcare providers and insurers.


Behavioral Economics is at the heart of what we do. If you are a fan of books like Nudge, Freakonomics, and Predictably Irrational and were as excited as us that in 2018 a Nobel Prize went to a professor of behavioral economics, then this is the place for you!


Help us build and scale a platform that is helping hundreds of patients manage their care plan and improve their health. We focus on Medicare, Medicaid, ACA/Exchange markets, and are likely to expand into commercial markets in the future.


Visit us at www.wellthapp.com for more information.


SUMMARY


As the Senior Manager of Member Operations at Wellth, you will be responsible for the daily  performance of our two member/patient-facing, all-remote teams at Wellth, Acquisition (light sales) and Support, and will report directly to the Senior Director of Member Operations. We are looking for someone who has experience using a data-driven approach to grow teams, culture and processes in a dynamic contact center environment. Strong people management and development skills are critical, as is being a well-rounded manager who can identify gaps and opportunities via utilizing systems and tools to gather information, and can effectively analyze and execute on that information to develop strategy and drive improve departmental performance.


You will work closely with our Product, Product Marketing, and Customer Success teams and manage teams both internally and externally. Success in this role will require being both adaptable and methodical, being a team-player with a can-do attitude, and thriving off of problem solving and leading a diverse team to success.


SUPERVISORY RESPONSIBILITIES


  • Creates and maintains an inspiring, transparent and engaging team culture aligned with company values
  • Coaches and develops team managers and enables them to effectively coach and develop their respective teams
  • Sets and communicates clear, data-driven and balanced goals, standards and KPIs for Member Operations team members, manages day-to-day performance 
  • Ensures that performance evaluations are fair and conducted in a timely manner
  • Recruits, interviews, hires, and develops staff in the department as well as acts as an  escalation point for HR needs
  • Plans for and communicates change with a high degree of thought and organization and positive impacts on morale
  • Acts as an escalation resource for issue and conflict resolution, both with members and within Member Operations
  • Performs other related duties as assigned
Key Areas of Responsibility

  • Manages and optimizes workflows, policies and procedures relating to Member Operations functions. 
  • Maintains a working knowledge of functions and technology in areas of responsibility
  • Drives superior member and prospect satisfaction in their interactions with Wellth
  • Owns the creation and presentation of reporting on departmental performance and metrics, surfacing opportunities for greater team and company success
  • Provides recommendations to leadership to optimize performance and efficiency 
  • Participates in strategic decision making, and leads and executes initiatives to enact positive change
  • Collaborates with other departments and vendors to ensure functional and efficient operations as well as improves prospect and member journey outcomes
  • Effective resource planning to maximize specialist productivity and optimize weekly schedules  
  • Maintains compliance with established company policies and procedures
  • Performs other related duties as assigned


REQUIREMENTS


Bachelor's Degree or equivalent

Minimum 7 years of experience within a contact center environment and 4+ years of managerial experience, including management of remote teams

Strong communication, presentation and interpersonal skills

Demonstrated ability and desire to work and excel in fast-paced environments

Excellent attention to detail, multitasking and organizational skills

Self-starter with strong analytical skills and a data-driven focus


NICE TO HAVES


Experience in the SaaS and/or healthcare industries

Project management experience

System administration experience

Data analysis experience

BENEFITS and PERKS

100% Remote 

Unlimited Vacation

401K Match

Medical, Dental, Vision

Bonus Potential 

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