Medicare Member Experience Manager

About Cleo:

At Cleo, we make a real impact by doing work that matters: helping working caregivers be their best at home and at work.

Cleo is a family benefits platform that picks up where the healthcare system leaves off. We combine the expertise of our team of guides and specialists – parent and maternity coaches, doulas, lactation consultants, sleep experts, adult care specialists, health & wellbeing coaches and more – with a powerful technology platform that helps every working caregiver succeed.

Cleo is offered by over 180 leading employers, including global Fortune 500 leaders and industry innovators like Salesforce, PepsiCo, Red Bull, and Pinterest. We’re expanding our offerings and our team to meet the growing demand of employers, caregivers, and the healthcare sector. Now we're looking for experienced and passionate team members like you to join us.

Title: Medicare Member Experience Manager

As a Member Experience Manager at Cleo, you will be responsible for overseeing and enhancing the overall experience of our members. In this role, you will provide day-to-day managerial oversight to a team of Cleo Guides and Specialists supporting Medicare Advantage members while being a key contributor to the Member Experience Leadership team. You will act as a liaison between your team and upper management, ensuring that everyone is working towards the same company goals and objectives.

As Member Experience Manager, you will play a critical role in the development of each Cleo Guide & Specialist and contribute to ongoing quality improvement and operational excellence by maintaining clear and consistent expectations, building a team that thrives in Cleo’s culture and aligns with Cleo’s values, and delivering a high-quality member experience.

Key Responsibilities:

• Team Management:
• Oversee onboarding of new team members into your team.
• Be a team leader by using your judgment to independently address issues and questions from direct reports, escalating to your manager and leadership, as needed.
• Communicate with your direct reports to ensure they stay up to date with workflows, trainings, and role relevant content.
• Collaborate with other Member Experience Managers to plan meeting agendas and drive communication of key updates within your teams.
• Manage the capacity of each of your team members' workload, family load and working hours to promote a healthy work-life balance for your team.
• Motivate and manage a team of Cleo Guides and Specialists to deliver operational excellence by:
• Creating a positive and high-functioning team that achieves all goals related to performance metrics and delivers the highest quality member experience and outcomes.
• Contributing to ongoing quality improvement and operational excellence.
• Sharing consistent & timely performance-related feedback and insights with both direct reports and Member Operations leadership to regularly and holistically improve as a team.
• Monitoring your team’s performance metrics to ensure that your team is effectively and efficiently hitting the expectations of their roles.
• Conducting a consistent cadence of one-on-ones.
• Providing coaching and mentoring of team members.
• Operational Support:
• Be knowledgeable about the various offerings and product lines within Cleo and be able to hold a product leadership role in one or more of these verticals, collaborating cross functionally with other members of Member Experience, Member Operations, and cross-functional partners.
• Advise on the specific needs of the Medicare Advantage population to ensure programmatic and operational excellence.

Experience & Education Requirements:

• Proven experience in member/customer experience management or related roles.
• Experience working with Medicare Advantage members and their caregivers.
• Expertise driving Star Measures.
• Ability to effectively and confidently communicate the member experience to external stakeholders including prospective and current customers.
• Comfort managing a remote team of Cleo Guides who support families on the spectrum of topics from family forming through parenthood or caring for adult loved ones
• Ability to creatively problem-solve, think critically, and make autonomous decisions
• Ability to apply insight and understanding about emotions and human responses to create and maintain positive interpersonal interactions, including when families may be dealing with a loss, a child in the NICU, or other challenging situations
• Clear and concise communication skills, ability to relay empathy no matter the medium of communication
• Solutions-oriented mindset, ability to tackle challenges with creative thinking, and a willingness to go above and beyond for a family in need
• Comfort with professional software such as Google Drive, ticket management systems such as Jira, and chat-based team collaborative apps such as Slack
• Experience using Google Calendar and Google Suite in a professional environment
• Availability both to support guides and to sync with leadership in their time zones

Competencies:

• Management: Can lead, motivate, and hold teams accountable to achieve goals. Are a strong manager and an inspiring people leader with a high degree of comfort leading teams through change and navigating ambiguity to bring structure to your team.
• Decision-Making: Gather information necessary to make decisions. Think through problems clearly and logically. Are decisive and don’t procrastinate on decisions once there is clarity on appropriate next steps.
• Strategic Agility: Are able to think strategically, and to see and relay the big picture of what, how, and why we are pursuing a new initiative, customer, or project. Enjoy rolling up your sleeves and getting tactical about translating to day-to-day operations. Able to focus on activities that provide the most value. Regularly update plans to reflect changing circumstances.
• Technical and Business Expertise: Help to improve the family experience via feedback on services and available technology. Provide key feedback on family experience to help our cross-functional team build and further develop key features.
• Communication: Have a high degree of comfort and skill traversing high-stakes conversations with diverse stakeholders and functions. Be able to communicate effectively both written and verbally. Practice active listening, express verbal and written ideas fluently and logically, are open to input, and model high standards for honesty and integrity. Encourage the expression of diverse ideas for self and others.
• Results-Oriented: Are goal-directed, self-motivated, focused, and accountable for meeting commitments, while also recognizing the contributions of peers. Ability to take initiative and action to problem solve and achieve goals and meet targets.