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Customer Care Manager, Care Navigation in Telehealth

Company: Brightside Health
Location: Milwaukee
Posted on: November 22, 2021

Job Description:

Brightside Manager of Care NavigationDepression and anxiety are the most common mental health conditions in the U.S., affecting more than 16 million Americans. Sadly, fewer than half receive care due to barriers like social stigma and a lack of trained providers - and the care they do receive isn't necessarily in line with best practices or is difficult to access.Brightside () is a better approach to depression and anxiety care, combining empirically supported therapy and psychiatric care from a team of experienced mental health leaders to deliver life-changing results to our patients. Brightside is on a mission to be the best and largest provider of virtual evidence-based depression and anxiety care in the U.S. Every great company needs a great team of employees to help make it successful.About The RoleBrightside is looking for a Care Navigation Manager who will support our members in their journey to finding the right mental health care for them. This position will manage a team of Healthcare Navigators and develop and execute on best practices in customer service and operational excellence. Your team will drive a high-touch patient experience by navigating them through the complexities of healthcare and exceeding expectations by going above and beyond during every patient interaction.Responsibilities

  • Manage and resolve inbound tickets from prospective patients signing up for services
  • Manage the communication, coordination, and other logistical requirements needed to successfully convert patients to signing up for services
  • Manage prospective patients first appointment scheduling and coordination
  • Answer complex benefits questions for our patients
  • Partner with internal stakeholders and subject matter experts to identify, prioritize and address patient conversion issues
  • Develop and continuously evaluate appropriate training content to improve knowledge retention and satisfaction across the navigation teams
  • Propose and drive new ideas to refine and continuously improve operational processes
  • Develop and track performance against SLAs that meet business goalsRequirements
    • At least 3-5 years of experience managing high volume customer care operation teams
    • Healthcare experience required, and start-up experience a bonus
    • Advanced understanding of insurance benefits and structures for patients
    • Experience setting and/or measuring customer service SLAs
    • Experience managing teams in a remote environment
    • A data-driven approach to problem-solving and decision making
    • Strong problem-solving skills with the ability to simplify complex problems into pieces that can be tackled and resolved
    • Resourceful, self-sufficient, and ability to prioritize work
    • Self-starter and ability to manage a team of self-starters
    • Ability to adapt to changing systems and new information quicklyWe Are:
      • A team of digital health veterans passionate about changing the way people get anxiety & depression treatment
      • User-focused, empathetic, and design-driven
      • Uncompromising in our clinical standards
      • Data-driven and evidence-based
      • A team that appreciates balance, diversity, and happiness
      • People who have seen depression and anxiety up close, whether ourselves or with people we love, and who want to make an impactWe Offer:
        • Competitive compensation based on your experience and geographic location
        • Stellar Healthcare, Dental, and Vision benefits
        • Unlimited PTO
        • 100% remote environment.
        • 401K and Company Equity
        • A transparent, collaborative, and friendly culture with room to growBrightside is an equal opportunity employer. We believe that diversity improves our working environment and our ability to offer a high-value service to our customers.
          We know that diversity makes for the best problem-solving and creative thinking, and are committed to equity and inclusion. We are dedicated to adding new perspectives to the team and encourage everyone to apply if your experience is close to what we are looking for. We're an Equal Opportunity Employer and do not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, age, religion, disability, national origin, protected veteran status, or any other status protected by applicable federal, state, or local law.Hm0gq8qL2u

Keywords: Brightside Health, Milwaukee , Customer Care Manager, Care Navigation in Telehealth, Executive , Milwaukee, Wisconsin

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