Member Services Supervisor - Evening Shift: Remote Leadership Opportunity in Virtual Healthcare Services

Join Recuro Health, a Leading Virtual-First Care Delivery Company

Recuro Health is revolutionizing the healthcare industry by providing a personalized, holistic, and proactive approach to healthcare services. As a virtual-first care delivery company, Recuro Health offers seamless access to various virtual care services, including primary and urgent care, behavioral health, at-home lab testing, and genomics testing. With a comprehensive suite of supplemental benefits, integrated prescriptions, care management, and care navigation, all available on a unified platform, Recuro Health is transforming the way healthcare is delivered.

About the Role: Member Services Supervisor - Evening Shift

We are seeking an experienced and skilled Member Services Supervisor to join our team on an evening shift schedule. As a Member Services Supervisor, you will be the subject matter expert on Recuro Health's service offerings, platforms, and Member Services policies and procedures. You will play a critical role in driving the growth and transformation of Recuro Health Services as we continue to expand into new products and partnerships.

Key Responsibilities:

• Leverage your understanding of Member Services processes and tools to support the design and deployment of new Member Services processes and protocols as Recuro Health continues to expand into new products and partnerships.
• Investigate member service-related issues using available sources of data, reporting, and engaging internal stakeholders.
• Answer Member Services Coordinator questions, guiding them through difficult calls or issues, diffusing angry members, or handling issues that cannot be fielded by the Member Services Coordinator.
• Support ongoing relationship and collaboration across departments (e.g., Sales and Customer Experience) to create an industry-leading patient and provider experience.
• Demonstrate and enforce professional behavior (manner, dress, language, treat all members equally, limit personal information shared with members).
• Promote a safe and harmonious working environment for all other team members and delegate duties to all team members.
• Ability to meet deadlines in a fast-paced work environment, with a high degree of accuracy.
• Comply with all applicable federal and state regulations (e.g., HIPAA).
• Perform other duties as assigned.

Primary Responsibilities:

• Assist with the implementation and adoption of new service offerings, policies, and procedures; and support Member Service Coordinators with adherence.
• Support training and lead Quality Assurance of the Member Service Coordinators.
• Provide coaching and mentoring for the Member Services Team.
• Manage scheduling and attendance of the Member Services Teams, including the monthly Time Off schedule, communicating and posting the schedule for Member Services Team, and maintaining the daily attendance tracking sheet.
• Document and approve shift change requests from the Member Services Team.
• Document, update, and provide the payroll confirmation to Human Resources for payroll purposes.
• Communicate on a timely basis with management, team members, and others who need to know or be involved.
• Work with the Member Services Manager on department performance reviews, team meetings, and disciplinary meetings.
• Work with other departments to resolve member issues – i.e., IT issues, processing refunds, physician complaints/login issues.
• Serve as a Subject Matter Advisor for Cerebro, Provider Portal, and the telephony platform (Five9).
• Seek out information to identify gaps and drive continuous performance improvement from your team as a whole and individual coordinators.
• Work collaboratively with other members of the leadership team to foster a team environment where people want to work.
• Provide on-call support as needed.
• Train new Member Services Coordinators.
• Perform all duties of the Member Services Coordinator.
• Perform all tasks within the scope of Recuro Health policy and procedures.
• Perform other duties as assigned.

Core Competencies:

As a Member Services Supervisor, you will be expected to demonstrate the following core competencies:

• Coaching and Mentoring: Member Services Supervisors are expected to be great tutors and excellent mentors to their team members.
• Adaptability: Member Services Supervisors will be critical in understanding and driving change management as Recuro Health continues to grow in its scope of services and partnerships – this includes testing new processes and concepts on a regular basis.
• Professionalism: Member Services Supervisors must always present themselves in a professional manner, especially during difficult conversations or during coaching and QA of other Member Coordinators.
• Goal Setting and Achievement: Member Services Supervisors are involved, alongside the Member Services Manager, in setting goals for others to achieve and therefore, they must also be driven achievers.
• Multitasking: Member Services Supervisors must be able to handle multiple tasks at the same time without errors and mistakes.
• Motivation: Member Services Supervisors are expected to know how to devise effective motivational techniques to improve the performance of their teammates.

Qualifications and Education Requirements:

To be successful in this role, you will need to meet the following qualifications and education requirements:

• Minimum 4 years of customer service experience, project management, and/or process design.
• High School Diploma required; some college education (preferred).
• Experience managing teams remotely is highly preferred.
• Experience with multi-faceted, personalized customer support delivery with high expectations for customer satisfaction.
• Strong planning, organizational, and time management skills and manage/adapt to changing priorities easily.
• Self-starter mindset who also thrives when collaborating with working teams.
• Demonstrated ability to learn quickly and to teach others to work proficiently across multiple systems and platforms.

Additional Requirements:

• Knowledge of basic healthcare and recruiting terminology.
• Track record of meeting call performance and attendance metrics for Member Services Coordinators.
• Proficiency in Microsoft Office Suite, especially Excel.
• Excellent customer service and phone skills.
• Fluency in English.
• Detailed-oriented.
• Strong sense of urgency.
• Flexibility with hours and available to work holidays and weekends.

What We Offer:

As a Member Services Supervisor at Recuro Health, you will have the opportunity to:

• Work with a leading virtual-first care delivery company that is transforming the healthcare industry.
• Develop your skills and expertise in a fast-paced and dynamic environment.
• Collaborate with a talented team of professionals who are passionate about delivering exceptional customer service.
• Enjoy a competitive salary and benefits package.
• Work in a remote or office-based setting, with flexibility to work from our Bryan, TX location.

Why Join Recuro Health?

Recuro Health is an Affirmative Action and Equal Opportunity Employer that values diversity and inclusion. We are committed to providing a work environment that is inclusive and respectful of all employees, and we welcome applications from qualified candidates who share our passion for delivering exceptional healthcare services.

If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Member Services Supervisor at Recuro Health, you will have the opportunity to make a meaningful contribution to our mission and vision, while developing your skills and expertise in a fast-paced and dynamic environment.

Successful applicants must be eligible to work in the US (visa sponsorship is not provided at this time) and must be able to pass a pre-employment background test.

How to Apply:

Ready to join us? The first step is easy. Click apply now and we'll be in touch soon!