Quantum Health
  • - Care Coordination
  • Columbus, OH, USA
  • Full Time

Job Title: POD Manager/Assistant POD Manager

Business Unit: Care Coordination                         

 

Quantum Health is one of the Best Places to Work in Columbus and the USA. We are passionate in our mission to deliver outstanding service to our customers by helping them control their healthcare journey. We are looking for an experienced, caring person to join us as a POD Manager. POD is the term Quantum Health applies to our customer service team.

Description: 

The POD Manager builds, develops and provides leadership for a team of approximately 18 employees who deliver outstanding service to our members, providers and clients. The team consists of Patient Service Representatives, clinical staff and other staff members who support the function of the POD. The POD Manager is responsible for the cohesiveness and
culture of the team who share common values, employer groups, and objectives. They create a sense of comfort within the team that fosters confidence in dealing with our customers and fulfilling their job responsibilities. Development and motivation of this team is an essential element to being a successful POD Manager. The ability to facilitate relationships, getting people
to work together in an efficient manner is of utmost importance in this position. 
 
Roles and Tasks:

  • Creates an atmosphere of learning and growth (communicating important information to team on a daily, weekly and as needed basis through huddles, POD meetings, and other forms of communication).
  • Creates a community-like culture within the team that encourages, recognizes and rewards/acknowledges innovation that improves our customer experience and our effectiveness as a team.
  • Responsible for helping team members get answers to questions, resolution to issues, and support for action to help improve the member's healthcare journey.
  • Coaches, develops and nurtures team members to become wonderful care coordinators.
  • Responsible for establishing and maintaining effective relationships with our clients, and knowledge with respect to client expectations (more personalization of the POD to the client, and their members' specific needs and characteristics).
  • Responsible for critical relationships with external plan partners including Third Party Administrators (TPA), Pharmacy Benefits Managers (PBM) to ensure support for the client's plan and members.
  • Responsible for critical relationships with internal partners to raise issues, identify and resolve problems, ensure client and member service is maintained at the highest levels.
  • Drives POD defined metrics to deliver QH employer group and member experience performance goals. 
  • Assimilates new employees into the POD (artful in welcoming team members coming and going from the POD).
  • Creates and manages performance improvement plans for those not meeting expectations.
  • Utilizes metrics to understand and drive the behaviors needed to meet desired results.
  • Manages performance year round, including the completion of annual performance evaluations.
  • Actively involved in client implementation meetings, and keeps the Client Executive aware of issues/trends.
  • Responsible for the escalation of issues that do not have a defined resolution (such as a pattern related to a TPA, etc.).
  • Consistently utilizes available reports to identify shortfalls to ensure that actions are taken to resolve issues in a timely manner.

Skills and Qualifications:

  • Bachelor's degree or equivalent work experience desired
  • 3-5 years' experience managing a service-focused team, including responsibility for hiring, training, development and oversight of performance
  • Proven ability to deliver results in a high-service healthcare or insurance environment (preferably a fast-paced, service based, efficiency driven background)
  • All job offers are contingent on successful completion of a background and reference check

 Join our Quantum culture which rewards hard work while having fun!  Benefits include:

  • Earn up to 120 hours (15 days) of Paid Time off each year
  • Medical/dental/vision insurance including domestic partner benefits
  • 401(k); we match up to 4%
  • On-site amenities include fitness facility, pool table, serenity room
  • We offer a casual dress environment
  • Free beverages, snacks and ALWAYS fresh-popped popcorn

Want to join our award winning culture?  Apply today at http://www.quantum-health.com/careers/

 Quantum Health is an Equal Opportunity Employer.

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