Supervisor, Referral Support Advocacy

As a Supervisor of Referral Support Advocacy, you are responsible for leading and inspiring a team that provides amazing care, and produces better health outcomes for our patients. You’ll be responsible for developing and growing a team of high performing and highly engaged Referral Support Advocates as well as ensuring a high quality patient experience within our service level agreements. As healthcare is a quickly evolving and changing industry, you will lead your team through these changes to ensure their ongoing success. This is one of those rare opportunities where your leadership will help save lives, and truly enrich others.

Supervisory Responsibilities:

• Recruits, interviews, hires, and trains new staff.
• Manage your team’s performance; specifically quality, accordance to established SLAs and KPIs
• Coach individual development and performance for collective team growth and business impact
• Model a culture reflective of our Core Company Values 
• Ensure all team members have completed training thoroughly and identify areas that need additional training and performance management
• Advance our “Best Place to Work” culture built on trust balanced with performance excellence
• Articulate company and department level goals and how your team can influence   
• Handles discipline and termination of employees in accordance with company policy

Duties/Responsibilities:

• Provide direct oversight of a fully remote team of Referral Support Advocates and their interactions, prioritization and handling of member requests
• Provide accurate reporting with root-cause commentary measuring improvements
• Troubleshoot roadblocks and monitor case movement
• Gain and maintain a thorough understanding of the team policies, processes, software, etc
• Collaborate with peers within the Care, Medical, and Quality teams
• Promote continuous improvement; recommending people, process and tools/software changes to meet or exceed department goals and add value to our customers/patient
• Keep up-to-date on the latest patient/customer support technologies and industry trends to aid in our scaling efforts
• Responsible for executing the member services strategies and overseeing the processes defined by leadership
• Cultivate expert knowledge of the care team tools and resources including Salesforce, Knowledgebase, telephony tools and others
• Collaborate with team to solve complex member requests and navigate intricacies of employer client benefit plans
• Partner with leadership for quality oversight of all member requests, this includes qualitative feedback and adherence to SLAs
• Influential in hiring, career development and performance management of the Referral Support Advocate team

Required Qualifications:

• Experience creating new processes and modifying existing processes to meet business needs
• Detail driven and organized leader, with high technology fluencyProven track record of driving measurable efficiency results
• Ability to forge new relationships with vendors and internal stakeholders
• Strong data and overall analytical skills
• Excellent verbal and written communication skills.
• Ability to function well in a high-paced and at times stressful environment.

Preferred Qualifications:

• 3+ years in healthcare, customer service and/or advocacy with lead or supervisory experience strongly preferred

Physical/Cognitive Requirements:

• Ability to remain seated in a stationary position for prolonged periods.
• Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment.
• No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required.
• Ability to interact with leadership, employees, and members in an appropriate manner.

The United States new hire base salary target ranges for this full-time position are:

Zone A: $70,190 - $91,250 + equity + benefits  

Zone B: $77,209 - $100,375 + equity + benefits  

Zone C: $84,228 - $109,500 + equity + benefits  

Zone D: $91,247 - $118,625 + equity + benefits  

This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.

Starting base salary for the successful candidate will depend on several job-related factors, unique to each candidate, which may include, but not limited to, education; training; skill set; years and depth of experience; certifications and licensure; business needs; internal peer equity; organizational considerations; and alignment with geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and competitive compensation based on their roles and locations. Your Recruiter can share details of your geographic alignment upon inquiry.

In addition to receiving a competitive base salary, the compensation package may include, depending on the role, the following: 

Remote-first culture

401(k) savings plan through Fidelity

Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)

Full suite of Included Health telemedicine (e.g. behavioral health, urgent care, etc.) and health care navigation products and services offered at no cost for employees and dependents 

Generous Paid Time Off ("PTO") and Discretionary Time Off (“DTO")

12 weeks of 100% Paid Parental leave

Family Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistance

Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment) 

11 Holidays Paid with one Floating Paid Holiday

Work-From-Home reimbursement to support team collaboration and effective home office work 

24 hours of Paid Volunteer Time Off (“VTO”) Per Year to Volunteer with Charitable Organizations

About Included Health

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.

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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.