Assistant Pod Manager

Operations Columbus, Ohio


Description

The Assistant Pod Manager (APM) is responsible for supporting the Pod Manager with building, developing and providing leadership for a team of employees who deliver outstanding service to our members, providers and clients. The team consists of Patient Service Representatives (PSRs), clinical staff and support staff members. The APM supports the POD Manager in setting and upholding the tone by creating a sense of comfort within the team that fosters confidence in assisting our customers and fulfilling their job responsibilities. The ability to facilitate relationships, inspire collaboration, create efficiencies in assisting our members, providers and clients is of utmost importance in this role.

Role and Tasks:

Talent

  • Support Pod Manager in hiring, developing and retaining top talent
  • Provide performance management coaching support to develop team and maximize success of employees
  • Support and model community-like culture within the team to recognize and reward innovation that improves our member and employee satisfaction
  • Assimilates new pod team members while providing continuous training and development

Business Operations

  • Uses data and behaviors to complete monthly one-on-one feedback templates and supports Pod Manager with delivering feedback
  • Supports Pod Manager with driving defined metrics to deliver employer group and member experience performance goals
  • Communicate information with respect to client expectations, business results/metrics, member satisfaction and pod culture

Client/Member Experience

  • Responsible for helping team members get answers to questions, resolution to issues, and support for action to help improve the member's healthcare journey
  • Handle 2nd level member escalations
  • Maintains effective relationships with our clients and communicates information with respect to client expectations
  • Responsible for partnership with external plan partners including Third Party Administrators (TPA) and Pharmacy Benefits Managers (PBM) to ensure support for the client's plan and members on immediate issues or concerns
  • Identifies and resolves problems to ensure client and member service is maintained at the highest level and communicates any trends to Pod Manager for escalation
  • Partners with Pod Manager to ensure effective client implementation and keeping the Client Executive aware of issues/trends

Skills and Qualifications:

  • Bachelor's degree or equivalent work experience desired
  • Three to five years' experience managing a service-focused team
  • Proven ability to deliver results in a high-service healthcare or insurance environment (preferably a fast-paced, service based, efficiency driven background)
  • All job offers are contingent on successful completion of a background and reference check

Join our Quantum culture which rewards hard work while having fun! 

Benefits include:

  • Paid Time Off and Paid Holidays
  • Medical/dental/vision insurance including domestic partner benefits
  • 401(k) with match up to 4%
  • On-site amenities include fitness facility, ping pong table, serenity room with massage chairs
  • Education reimbursement after a year of service
  • Engagement Teams allow for involvement throughout company

Quantum Health is an Equal Opportunity Employer