Quantum Health
  • - Member Engagement
  • Columbus, OH, USA
  • Salary
  • Full Time

Job Title: Pod Manager

Business Unit: Member Engagement                         


The Pod Manager is responsible for building, developing and providing leadership for a team of employees who deliver outstanding service to our members, providers and clients. The team consists of Patient Service Representatives (PSRs), clinical staff, support staff members and an Assistant Pod Manager. The Pod Manager sets the tone by creating a sense of comfort within the team that fosters confidence in assisting our customers and fulfilling their job responsibilities. The ability to facilitate relationships, inspire collaboration, create efficiencies in assisting our internal and external customers is of utmost importance in this position. 

Upon hire, the Pod Manager will participate in a robust program designed to develop understanding of the pod function, structure and roles within.  During the first six weeks of employment the Pod Manager will participate in our Patient Service Representative (PSR) training course which includes an overview of Quantum Health and how we operate in the health insurance space. After successfully completing the PSR training the Pod Manager will move to an assigned pod as an Assistant Pod Manager to shadow a current Pod Manager continuing to learn the role and develop their leadership competencies. The timeline for a transition to a Pod Manager is based on business need and successful demonstration of the leadership competencies of a Pod Manager.

Roles and Tasks:


  • Attract, hire, develop and retain top talent
  • Act as a lead performance coach to develop and maximize the success of all team members including root cause analysis and coaching
  • Create community-like culture within the team that encourages, recognizes and rewards innovation that improves our member and employee satisfaction  
  • Manage the performance improvement plan process for those not meeting expectations
  • Manage performance year round, including the completion of annual performance evaluations
  • Develop succession plans and create bench of employees for support and lead roles; increasing retention of top talent
  • Assimilate new Assistant Pod Manager (APM) coming into the Pod and provides continuous training and development

Business Operations

  • Utilizes metrics to understand and drive the behaviors needed to meet desired results
  • Analyze business and create clear action plans to optimize results of all operational activities
  • Communicate information with respect to client expectations, business results/metrics, member satisfaction and pod culture

Client/Member Experience

  • Establish and maintain effective relationships with clients, and communicate information with respect to client expectations
  • Build and maintain relationships with external plan partners including Third Party Administrators (TPA) and 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
  • Accountable for team member resolution to issues and support for action to help improve the member's healthcare journey
  • Drives Pod defined metrics to deliver employer group and member experience performance goals
  • Actively involved in client implementation meetings, and keeps the Client Executive aware of issues/trends
  • Oversee the escalation of issues without a defined resolution (such as a pattern related to a TPA, etc.) and handles 3rd level member escalations

Skills and Qualifications:

  • Bachelor's degree or equivalent work experience desired
  • Five to seven years previous experience managing a service-focused team
  • Proven ability to increase metrics and drive performance results
  • Proven ability to recruit, interview, train, develop and promote employees
  • Demonstrated experience with cross functional partnership and meeting client expectations
  • 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:

  • 3 weeks paid vacation
  • Medical/dental/vision insurance including domestic partner benefits
  • 401(k) with a company match up to 4%
  • On-site amenities include fitness facility, ping pong tables, serenity rooms, and massage chairs
  • Education reimbursement
  • Free beverages, snacks and ALWAYS fresh-popped popcorn

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

Quantum Health is an Equal Opportunity Employer.

This position has been closed and is no longer available.
Quantum Health


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