Member Support Supervisor

| Greater Denver Area
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CirrusMD provides simple, effective care when you need it. We help health plans and employers create happier, healthier, and more engaged members by giving them access to on-demand virtual care solutions that they love to engage with. Our text-first care delivery platform connects members to a dedicated, board-certified physician in under 60 seconds from any web-enabled device, with no cost and no time limits attached. CirrusMD enables stress-free, human care conversation that doesn’t end until members get the answers (and peace of mind) they need to manage their wellness.

CirrusMD has partnered with over a dozen major national payers, employers, and integrated delivery networks to deliver extraordinary virtual care to millions of lives across the nation. The company was founded in 2012 and is headquartered in Denver, CO.

 

Why Work Here?

Join our team and help us deliver barrier free care. Our company offers significant opportunity for motivated self-starters who thrive in a fast-paced environment that is quickly transitioning from a startup to a highly recognized healthcare industry disruptor. We offer an exceptional benefits package including health, dental and vision, 401k match, flexible vacation and remote working policies, competitive salaries, performance based bonuses and stock options, an EcoPass, and other company perks. CirrusMD is located in the Catalyst HTI building in Denver’s RiNo neighborhood, a newly built office space, with access to open-air shared workspaces and community areas, and a highly engaged community of healthcare and tech innovation leaders. Subsidized parking, on-site gym and shower facilities are also available to our Denver based team. Given the current environment, our employees are working remotely and we plan to maintain a flexible approach to revisiting employees working in the office. Our salary budget for an amazing Member Support Supervisor is $52,000- $62,000.

 

Who We’re Looking For

We are seeking a highly motivated and energetic full-time Member Support Supervisor with excellent people, analytical, and leadership skills to help us grow the business. The ideal candidate is curious, analytical, tech savvy, solution driven, and enjoys working hard in a nimble, fast-paced environment.  This candidate should also have a strong interest in helping us improve how healthcare is delivered.  The Client Support Supervisor will report to the Vice President of Operations. 

The Supervisor of Member Support is responsible for providing best-in-class live chat support to connect our rapidly growing member base to a doctor as quickly possible.  In this role, you will be responsible for delivering extraordinary customer service through hands on member support, while developing the member support operations department by building and managing a team around you as we grow.  In addition to day-to-day response resolution for members, your work will be critical to driving patient engagement while also establishing data-driven reporting insights that drive product enhancements and better operational workflows.

 

What You’ll Be Responsible For Achieving:

  • Deliver extraordinary customer service by responding and resolving patients’ questions or concerns in a timely manner via live chat and email

  • Establish best practice workflows to manage requests with the best user experience outcome

  • Identify the root cause for common patient concerns (e.g. registration failures) and work collaboratively with the Account Management, Product and Engineering teams to drive customer success and continuous process and product improvement

  • Develop and implement escalation process and protocols

  • Develop and prepare various reporting, analyses and presentations to be for various internal/external purposes including managing your department

  • Develop the member support operations department by building and managing a team around you as we grow

  • Define and optimize processes for effectiveness, efficiency, consistency and continuous improvement

     

What Will Make You Successful:

  • Minimum of 1-3 years of customer service or call center experience

  • Ability to demonstrate patience, listen to patient questions or concerns, and quickly establish rapport via live chat communication

  • Exceptional verbal and written communication skills

  • Healthcare experience preferred

  • Bilingual (Spanish) preferred

  • Possess high school diploma or equivalent, bachelor’s degree preferred.

  • Ability to work independently with minimal supervision and in a team-based environment

  • Must possess ability to think outside of the box and demonstrate problem-solving skills

  • Organizational and process-driven mindset

  • Ability to perform work tasks with speed, precision and attention to detail.

  • Ability to maintain high standards of professionalism, confidentiality, communication and performance

  • Experience with a variety of office software (email tools, spreadsheets, and databases) including MS Office and Google product suites

 

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Location

We have a distributed workforce across the United States. For days you would like to work out of the office, our HQ is located in Denver's urban RiNo district within walking distance to many great restaurants, breweries and an RTD station.

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