Backup Care Manager

🕒 Novembro 3

🏈 Alabama, Arizona, +34 estados a mais – Remoto

🏈 Alabama – Remote 🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote ⚜️ Louisiana – Remote 🦬 Montana – Remote 🌾 Nebraska – Remote 🎰 Nevada – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote 🌴 South Carolina – Remote 🗿 South Dakota – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote 🍁 Vermont – Remote ⚔️ Virginia – Remote ☕ Washington – Remote 🧀 Wisconsin – Remote 🦬 Wyoming – Remote

💵 $66.000 - $75.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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Wellthy

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🏥 Saúde

⚕️ Seguro de Saúde

🧘 Bem-estar

💰 $25.500.000 Venture Round em 2023-05

Healthcare • Healthcare Insurance • Wellness

A Wellthy oferece soluções personalizadas de cuidados, criadas para ajudar famílias, funcionários, empregadores e planos de saúde a administrar diferentes necessidades de cuidado. A empresa oferece suporte dedicado de uma equipe de especialistas em serviço social, defesa dos interesses dos pacientes, enfermagem e outras áreas, ajudando as famílias a navegar por sistemas de saúde complexos e a gerenciar suas necessidades de cuidado em diferentes fases da vida — do planejamento familiar e dos cuidados infantis ao envelhecimento, à demência e aos cuidados no fim da vida. A Wellthy combina a experiência humana com a tecnologia para promover melhores resultados em saúde mental, aumentar a produtividade e reduzir os afastamentos dos funcionários para seus clientes. A empresa se concentra em oferecer uma experiência de cuidado acolhedora e um alto retorno sobre o investimento para os empregadores, auxiliando nas tarefas relacionadas aos cuidados e apoiando cuidadores familiares por meio de diversas ferramentas e recursos comunitários.

Descrição

• Lead a team of Backup Care team members delivering backup care experiences to Wellthy members • Oversee daily operations across multiple shifts • Coach and develop team members through 1:1s, coaching sessions, quality reviews, and performance conversations • Hire, onboard, train, and develop new team members • Ensure staffing and coverage across assigned shifts • Monitor queues, workload distribution, staffing levels, and real-time service metrics • Coordinate seamless shift transitions and consistent service delivery • Monitor fulfillment rates, SLAs, queue health, and staffing levels, adjusting resources to changing demand • Serve as primary escalation point for complex member situations • Coach specialists through challenging cases and identify process improvement trends • Own team performance metrics using dashboards, QA reviews, member feedback, and data • Improve workflows and contribute to SOPs, playbooks, training materials, and quality standards • Support rollout and adoption of new tools, technologies, and AI-enabled workflows • Partner with Care Operations, Product, Engineering, Client Success, Finance, Legal, and other cross-functional teams • Report directly to the COO, Backup Care

🎯 Requisitos

• Bachelor's degree preferred or equivalent experience • 5+ years in customer operations, healthcare operations, care management, contact center leadership, hospitality, staffing, or similar service environment • 2+ years leading teams of 10+ employees • Demonstrated experience managing real-time operations in a fast-paced environment • Strong coaching and performance management skills • Excellent judgment and ability to make decisions under pressure • Experience using operational metrics to improve team performance • Strong written and verbal communication skills • Experience leading remote teams is preferred • Comfortable using AI-powered tools and emerging technology to improve productivity and service quality • Strong internet connection, quiet space to take calls, and a professional distraction-free environment • Private, secure internet and phone access • Private, dedicated, distraction-free workspace suitable for handling sensitive information

🏖️ Benefícios

• Remote work environment • Medical, dental and vision benefits within 30 days of hire • Retirement saving account with matching company contributions • Mental health benefits • 15 days paid vacation, two additional days for each subsequent years (up to a maximum of 25 days) • Sick and Caregiving Days • Professional development initiatives for growth • Generous parental leave (maternal and paternal) during a new child’s first year (born into family or adopted) • Pregnancy loss leave

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