VIVIO Health is a rapidly growing specialty drug therapy management company. VIVIO’s evidence-based, data-driven specialty drug management and cost control solution has improved healthcare outcomes and lowered costs for large self-insured employers since 2016. We are looking for a Care Concierge Assistant Call Center Supervisor to join our rapidly growing team.

The Care Concierge Assistant Supervisor will assist the Care Concierge Supervisor and oversee the daily activities of a team  of remote remote call center concierge representatives. The individual will ensure our plan members receive the assistance they need and empathy they crave via inbound and outbound member calls. The assistant supervisor will leverage their people skills while solving complex problems in a hands-on fast-paced environment. Success in this role requires strong leadership and communication skills and the ability to address escalated issues and function as a resource and expert to members of the team. The person in this role will be observant, impeccably organized, proactive and possess an understanding of the business, and VIVIO’s products and services. The assistant call center supervisor will be expected to generate constructive ideas and solutions and demonstrate innovative thinking in their approach to challenges. 

Key Responsibilities:

• Effectively assist the Care Concierge Supervisor in managing call flow, issue resolution, technical problems and a small team of call center concierge representatives. 

• Assist the Concierge Supervisor in developing and implementing performance standards for the call center concierge staff. Ensure standards are adhered to by staff, and are up to date. 

• Prepare reports and analyze data to improve processes, ensure resources are properly allocated, and maximize efficiency and member satisfaction. 

• Ensure adequate department coverage by assisting the Supervisor with making scheduling decisions and eliminating staffing barriers. 

• Oversee quality performance of staff and lead, coach and share expertise and knowledge with the team. 

• Assist in recruiting, hiring, training, coaching, developing, motivating and managing Concierge reps. 

• Handle complex calls and other communications with plan members, providers, pharmacists and medical staff 

• Resolve and maintain 100% follow-through on member questions, requests and open items regarding the VIVIO Health program 

• Use our technology solutions effectively so that we have the right information for the member. 

• Communicate with our pharmacy partners to resolve member order issues, as well as responding to their requests promptly. 

• Demonstrate great depth of knowledge/skills in VIVIO’s product and services. 

• Plan, prioritize, organize and complete work to meet established objectives 

• Address all escalated calls and guide team members to resolve issues. 

• Gather and analyze information skillfully and comply with and adhere to all regulatory compliance areas, policies and procedures and company best practices. 

• Present and report to the leadership team as needed. 

• 3+ years of healthcare experience. 

• 3+ years of prior success in a call center environment. 

• 2 years as a front-line call center representative, preferably in a ‘white glove’ concierge environment.

• 1 to 2 years Senior Customer Service/Team Lead and/or management experience required. 

• High school diploma or GED.  Associates or Bachelor's Degree and Education in healthcare related field desirable. 

• Experience working with Specialty Rx preferred. 

• Experience with infusion coordination is a plus. 

• Demonstrated ability to work independently under limited supervision. 

• Perform at a high level both in the quality and quantity of work responsibilities. 

• Be viewed as a leader by the team and demonstrate leadership courage and the willingness to go above and beyond what is expected. 

• Ability to handle stressful situations with resilience and respond appropriately. 

• Understanding of MS Office Suite with intermediate to expert technical and computer skills; ability to navigate quickly within various computer programs. 

• Have a broad understanding of other areas within the job function plus have good business acumen, strategic thinking, analytical skills and decision-making skills. 

• Have a quiet home-based office environment 

• Dedicated to improving healthcare and helping people and have successful experience interacting with a diverse population 

• An exceptional communicator who can quickly get up to speed with the VIVIO Health program and effectively articulate its benefits 

• Able to travel to our main office when requested, up to once a quarter 

• Responsible and reliable and take ownership of your work while looking to constantly improve your performance.

VIVIO Health is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable Federal, state or local municipal law. All your information will be kept confidential according to EEO guidelines.

Remote Regular Part-time position, 35 hours/week