Member Intake Manager

About the role

The Member Intake Manager plays a crucial role in facilitating LEAP's growth by establishing effective coaching and performance frameworks for member activations. This position focuses on developing quality assurance processes, performance metrics, and onboarding strategies for a rapidly expanding team. The role also includes hands-on call management and coaching to ensure the team operates at peak efficiency.

Key facts

What you'll do

• Design and implement a comprehensive evaluation system for agent calls, which includes developing scoring criteria and conducting regular review sessions to ensure quality standards.
• Analyze call data to identify opportunities for improving conversion rates, and facilitate practice sessions alongside direct coaching to enhance team performance.
• Handle both inbound and outbound calls, providing immediate support to members while simultaneously coaching team members in real-time.
• Utilize data-driven insights to ensure the team consistently meets established service level agreements and activation goals.
• Create and oversee a structured onboarding program for new intake coordinators, ensuring they are well-prepared to meet team objectives.
• Strategically expand the intake team from its current size of 3-5 members to a target of 10-15 within the next year, fostering a collaborative and high-performing environment.
• Continuously refine communication scripts and guides based on performance analytics to enhance member engagement and satisfaction.
• Develop and maintain dashboards that track essential performance indicators and service levels, providing transparency and accountability.
• Collaborate closely with the marketing team to craft effective messaging for member communication initiatives, ensuring alignment with overall business objectives.
• Work in partnership with engineering and analytics teams to improve call tracking systems and performance measurement tools.
• Engage with client operations leadership to identify and implement process improvements that enhance operational efficiency.
• Prepare and present reports on team performance and coaching results to the Head of Member Operations & Strategy, providing insights for continuous improvement.

Requirements

• A minimum of 3-7 years of experience in managing a team focused on outbound communication, with a strong emphasis on metrics-driven performance in areas such as sales development, collections, customer retention, or benefits enrollment.
• Demonstrated ability to establish and maintain a call coaching program, including the development of scoring rubrics, quality assurance protocols, and calibration meetings.
• Experience in managing teams with a focus on service level agreements and performance dashboards, leveraging data from dialer or CRM systems to inform decision-making.
• Proven track record of scaling teams while remaining actively engaged in operational tasks, including taking calls and addressing escalations as needed.
• Ability to adapt communication scripts and playbooks based on performance metrics, with a focus on enhancing individual agent performance through various coaching techniques.
• Strong understanding of compliant outbound communication practices, including managing opt-outs and ensuring the provision of accurate information to members.

Nice to have

• Experience in the healthcare, insurance, or benefits enrollment sectors, providing valuable context for member interactions.
• Familiarity with communication and customer relationship management software such as Dialpad or HubSpot, which can enhance operational efficiency.
• Background in customer retention initiatives or community-building programs, contributing to a holistic approach to member engagement.
• Previous experience in recruiting for similar roles, aiding in the growth and development of the intake team.

Skills & tools

• Expertise in call coaching and quality assurance systems
• Proficiency in performance metric tracking and analysis
• Experience in developing scripts and playbooks for effective communication
• Familiarity with utilizing dialer and CRM data, including answer rates and stage timestamps
• Strong skills in team scaling and management

Practical notes

• LEAP is committed to fostering an inclusive workplace and is proud to be an equal opportunity employer. We encourage applications from individuals of all backgrounds and experiences.

About the company

Leap is one of the fastest-growing benefits solutions and a category-defining pioneer in employer specialty pharmacy. We are reshaping how life-changing therapies are delivered and financed, ensuring patients get the treatment they need while employers finally get a fair deal.