Job Description
Description
Location: This position is located at our Dublin, OH campus.
Who we are
Founded in 1999 and headquartered in Central Ohio, we're a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we're on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost - that's why we call ourselves Healthcare Warriors.
We're committed to building diverse and inclusive teams - more than 2,000 of us and counting - so if you're excited about this position, we encourage you to apply - even if your experience doesn't match every requirement.
About the role
The Assistant Pod Manager (APM) is responsible for supporting their Pod Manager in building, developing and leading a team (we call them 'Pods') of Healthcare Warriors who deliver outstandingservice to our members, providers and clients. The team consists of Care Coordinators (some call them PatientService Representatives, or PSRs for short), clinical staff (including Nurses), and administrative/support professionals in our modern, fast-paced, contact center environment.
They work to create a sense of comfort within the team that fosters confidence - allowing our associates to betterassist our customers and stakeholders. This front-line leader facilitates relationships, inspires collaboration, creates efficiencies, and champions the Quantum Health culture.
What you'll do
Support Pod Manager in hiring, developing and retaining top talent; Provide performance management coaching support to develop team and maximize associate success.
Foster and model a community-like culture within the team to recognize and reward innovation that improves our member and associate satisfaction.
Assist with new associate assimilation and provide continuous training and development.
Facilitate monthly one-on-one associate feedback sessions and support Pod Manager with delivering behavioral and data-driven performance feedback.
Reinforce defined metrics and KPIs to deliver on client and member experienceperformance goals.
Provide timely, digestible and actionable updates with respect to client expectations, business results/metrics, member satisfaction and Pod culture.
Assist team members in answering questions, resolving escalated issues and work to improve the member's healthcare journey; Directly manage second-tier member/customer escalations.
Collaborate with Pod Manager and Client Executives to ensure effective client implementation and ongoing satisfaction, escalating as needed.
Maintain and leverage effective relationships with clients acting as a primary liaison to the business and Pod; Identify and resolve problems to ensure client and member service ismaintained at the highest level and communicate any trends to leadership for escalation.
Partner with external plan partners, including ThirdParty Administrators (TPAs) and Pharmacy Benefits Managers (PBMs) toensure total support for the client's plan andtheir member's issues and concerns.
All other duties as assigned.
What you'll bring
Education: Bachelor's degree or equivalent leadership experience in a customer service, healthcare, and/or contact center environment.
Experience: 3+ years' experience managing a service-focused team.
Proven ability to deliver results in a high-service healthcare or insurance environment, preferably in a fast-paced, service-based, efficiency-driven background.
A player-coach approach to leadership with demonstrated experience leveraging data and metrics to enhance team performance.
Strong stakeholder engagement skills with experience building and leveraging cross-functional partnerships to meet and exceed client expectations.
Excellent written and oral communication skills, able to articulate complex healthcare and/or technical concepts to audiences of various backgrounds.
Strong administrative/technical skills; Comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video conferencing (Teams & Zoom), and telephones efficiently.
Trustworthy and accountable behavior, capable of viewing and maintaining confidential information daily.
#LI-BH1 #LI-Onsite
What's in it for you
Compensation: Competitive base and incentive compensation
Coverage: Health, vision and dental featuring our best-in-class healthcare navigation services, along with life insurance, legal and identity protection, adoption assistance, EAP, Teladoc services and more.
Retirement: 401(k) plan with up to 4% employer match and full vesting on day one.
Balance: Paid Time Off (PTO), 7 paid holidays, parental leave, volunteer days, paid sabbaticals, and more.
Development: Tuition reimbursement up to $5,250 annually, certification/continuing education reimbursement, discounted higher education partnerships, paid trainings and leadership development.
Culture: Recognition as a Best Place to Work for 15+ years, dedication to diversity, philanthropy and sustainability, and people-first values that drive every decision.
Environment: A modern workplace with a casual dress code, open floor plans, full-service dining, free snacks and drinks, complimentary 24/7 fitness center with group classes, outdoor walking paths, game room, notary and dry-cleaning services and more!
What you should know
Internal Associates: Already a Healthcare Warrior? Apply internally through Jobvite.
Process: Application > Phone Screen > Online Assessment(s) > Interview(s) > Offer > Background Check.
Diversity, Equity and Inclusion: Quantum Health welcomes everyone. We value our diverse team and suppliers, we're committed to empowering our ERGs, and we're proud to be an .
Tobacco-Free Campus: To further enable the health and wellbeing of our associates and community, Quantum Health maintains a tobacco-free environment. The use of all types of tobacco products is prohibited in all company facilities and on all company grounds.
Compensation Ranges: Compensation details published by job boards are estimates and not verified by Quantum Health. Details surrounding compensation will be disclosed throughout the interview process. Compensation offered is based on the candidate's unique combination of experience and qualifications related to the position.
Sponsorship: Applicants must be legally authorized to work in the United States on a permanent and ongoing future basis without requiring sponsorship.
Agencies: Quantum Health does not accept unsolicited resumes or outreach from third-parties. Absent a signed MSA and request/approval from Talent Acquisition to submit candidates for a specific requisition, we will not approve payment to any third party.
Reasonable Accommodation: Should you require reasonable accommodation(s) to participate in the application/interview/selection process, or in order to complete the essential duties of the position upon acceptance of a job offer, to submit a recruitment accommodation request.
Recruiting Scams: Unfortunately, scams targeting job seekers are common. To protect our candidates, we want to remind you that authorized representatives of Quantum Health will only contact you from an email address ending in @quantum-health.com. Quantum Health will never ask for personally identifiable information such as Date of Birth (DOB), Social Security Number (SSN), banking/direct/tax details, etc. via email or any other non-secure system, nor will we instruct you to make any purchases related to your employment. If you believe you've encountered a recruiting scam, report it to the and .
Quantum Health welcomes everyone. Quantum Health is proud to be an equal opportunity employer. We value diversity within the Company and it is the Company’s policy to make and carry out all employment decisions without regard to any individual’s race, color, sex (including pregnancy), sexual orientation and/or gender identity, age (40 or older), religion, disability (physical, mental or learning), national origin, ancestry, genetic information, military status or veteran status. Employment and advancement opportunities will be offered to the most qualified employees regardless of whether they are in any of the protected classes.
