Manager, Member Experience

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $73k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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VIVIO, a Public Benefit Corporation

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🛡️ Insurance

📦 Logistics

Consulting • Insurance • Logistics

VIVIO is a Public Benefit Corporation specializing in drug management solutions. The company utilizes data intelligence to provide personalized drug therapies, leveraging clinical trial data and market prices to ensure patients receive the right medication at the right price without unnecessary middlemen or markups. VIVIO offers an alternative to traditional Pharmacy Benefit Manager (PBM) models by providing a transparent and cost-effective approach to drug pricing and management. Their services focus on reducing prescription costs while improving outcomes and maintaining compliance, specifically targeting specialty drugs and broader drug management needs for organizations.

📋 Description

• Manage daily operations, ensuring smooth workflow and maximum efficiency • Supervise the management of member cases, ensuring all issues are resolved in a timely and satisfactory manner • Monitor case workflows and resolve complex or escalated issues to maintain high service standards • Monitor call volume and performance metrics, making necessary adjustments to meet and exceed service goals • Ensure adherence to organizational policies, procedures, and relevant healthcare regulations • Conduct regular performance reviews, provide constructive feedback, and implement training programs to address skill gaps • Manage the resolution of complex member inquiries and issues, ensuring prompt and effective solutions • Implement and refine best practices and procedures to enhance efficiency, effectiveness, and member satisfaction • Immerse yourself in VIVIO’s processes and procedures for understanding, execution, and continuous enhancement • Provide guidance and support to team members dealing with challenging cases • Conduct root cause analysis for significant case escalations and drive continuous improvement initiatives • Lead, motivate, and develop the team to achieve individual and team goals • Promote a positive and collaborative team environment, encouraging open communication and professional growth • Track key performance indicators, conduct regular audits, and prepare regular reports on team performance • Use data-driven insights to make informed decisions and drive continuous improvement • Facilitate clear, effective communication within the team, ensuring alignment with goals and expectations • Collaborate with healthcare providers, pharmacies, and other departments to address member inquiries and concerns efficiently • Share updates, discuss challenges, and celebrate team successes • Provide individualized support to team members, promoting open dialogue and addressing emerging issues • Work with cross-functional teams to achieve common goals, facilitate communication, and drive project success

🎯 Requirements

• Strong track record of successfully leading and developing teams, with excellent interpersonal and communication skills • At least 5 years of experience in the healthcare industry, with a focus on care coordination, member advocacy, or related roles • Minimum of 5 years of member service leadership and case management experience, within a healthcare setting; remote call center experience highly preferred • An associate’s degree or higher in business administration, management, or a related field or equivalent experience is required • Must be willing to travel occasionally for business purposes, including meetings, site training, or VIVIO-related events • Proven ability to thrive in a high-volume, fast-paced, and evolving team environment • Prior experience in a call center leadership role • Prior PBM experience nice to have • Strong analytical and problem-solving abilities, focusing on resolving complex member inquiries and optimizing processes • Proficiency in Microsoft Office Applications (Word, PowerPoint, Excel, Outlook, Teams, etc.) • Exceptional organizational skills with the ability to manage multiple tasks, prioritize effectively, and maintain attention to detail • An active problem solver with a “figure it out” mindset • A clear, effective, and proactive communicator

🏖️ Benefits

• Bonus Eligible • Health benefits including Medical, Pharmacy, Dental, Vision, Life insurance • Stock Options • 401K match • PTO • Opportunity to work for a growing and innovative company • Dynamic and collaborative work environment • The chance to make a real impact with a Public Benefit Corporation