Medicare Member Experience Manager (Central or Eastern Time Zones)

Key Responsibilities:

• Team Management
• Motivate and manage a team of Cleo Guides and Specialists to deliver operational excellence by: 
• Creating a positive and high-functioning team that achieves all goals related to performance metrics and delivers the highest quality member experience and outcomes.
• Contributing to ongoing quality improvement and operational excellence.
• Sharing consistent & timely performance-related feedback and insights with both direct reports and Member Operations leadership to regularly and holistically improve as a team.
• Monitoring your team’s performance metrics to ensure that your team is effectively and efficiently hitting the expectations of their roles. 
• Conducting a consistent cadence of one-on-ones.
• Providing coaching and mentoring of team members.
• Oversee onboarding of new team members into your team.
• Be a team leader by using your judgment to independently address issues and questions from direct reports, escalating to your manager and leadership, as needed.
• Communicate with your direct reports to ensure they stay up to date with workflows, trainings, and role relevant content. 
• Collaborate with other Member Experience Managers to plan meeting agendas and drive communication of key updates within your teams.
• Manage the capacity of each of your team members' workload, family load and working hours to promote a healthy work-life balance for your team. 


• Operational Support
• Be knowledgeable about the various offerings and product lines within Cleo and be able to hold a product leadership role in one or more of these verticals, collaborating cross functionally with other members of Member Experience, Member Operations, and cross-functional partners.
• Oversee the Health Plan operations needs for Medicare Advantage and Commercial populations, including supporting compliance, audits and reporting needs.
• Advise on the specific needs of the Medicare Advantage population to ensure programmatic and operational excellence.
• Lead collaboration and education across all teams to enhance understanding of Health Plan services
• Continuously seek improvements to processes and systems as the organization grows and increases in complexity.
• Oversee access to online systems (internal and external), ensuring operations for Health Plan members are compliant and data is secure.
• Communicate confidently and persuasively with internal and external stakeholders to ensure clarity and transparency.
• Work with the Customer Success team to report operational metrics, key population based data insights, high value interventions delivered and success measures attained including Stars measurement and health outcomes improvement. 

Experience & Education Requirements:

• Proven experience in member/customer experience management or related roles.
• Strong expertise working with Medicare Advantage members and their caregivers.
• Expertise driving Stars Measures improvement and health outcomes improvement.
• Ability to effectively and confidently communicate the member experience to external stakeholders including prospective and current customers.
• Comfort managing a remote team of Cleo Guides who support families on the spectrum of topics from family forming through parenthood or caring for adult loved ones
• Ability to creatively problem-solve, think critically, and make autonomous decisions
• Ability to apply insight and understanding about emotions and human responses to create and maintain positive interpersonal interactions, including when families may be dealing with a loss, a new diagnosis, or other challenging situations
• Clear and concise communication skills, ability to relay empathy no matter the medium of communication
• Solutions-oriented mindset, ability to tackle challenges with creative thinking, and a willingness to go above and beyond for a family in need
• Comfort with professional software such as Google Drive, ticket management systems such as Jira, and chat-based team collaborative apps such as Slack
• Experience using Google Calendar and Google Suite in a professional environment
• Availability both to support guides and to sync with leadership in their time zones
• Excellent leadership, communication, and mentoring skills
• 3 to 5 years preferred experience of related experience.

Competencies:

• Management: Can lead, motivate, and hold teams accountable to achieve goals. Are a strong manager and an inspiring people leader with a high degree of comfort leading teams through change and navigating ambiguity to bring structure to your team.
• Decision-Making: Gather information necessary to make decisions. Think through problems clearly and logically. Are decisive and don’t procrastinate on decisions once there is clarity on appropriate next steps.
• Strategic Agility: Are able to think strategically, and to see and relay the big picture of what, how, and why we are pursuing a new initiative, customer, or project. Enjoy rolling up your sleeves and getting tactical about translating to day-to-day operations. Able to focus on activities that provide the most value. Regularly update plans to reflect changing circumstances.
• Technical and Business Expertise: Help to improve the family experience via feedback on services and available technology. Provide key feedback on family experience to help our cross-functional team build and further develop key features.
• Communication: Have a high degree of comfort and skill traversing high-stakes conversations with diverse stakeholders and functions. Be able to communicate effectively both written and verbally. Practice active listening, express verbal and written ideas fluently and logically, are open to input, and model high standards for honesty and integrity. Encourage the expression of diverse ideas for self and others.
• Results-Oriented: Are goal-directed, self-motivated, focused, and accountable for meeting commitments, while also recognizing the contributions of peers. Ability to take initiative and action to problem solve and achieve goals and meet targets.