Manager - Connect Team

You will use patient-centered knowledge of care providers and caregiving services to provide expert guidance to individuals, for excellence in customer service, and to leadership, for excellence in building out new care solutions for market. You will provide education and advocacy for aging population and caregivers on community resources, home health options, LTC planning and care providers. You will support the continued build out of the CareScout Quality Network through engagement exercises, ideation, and system enhancements. Other responsibilities include handling customer escalations, creating scripting, job aids and workflow processes, owning Quality Assurance, leading strategic projects, and providing oversight and guidance on workflow. You will also be a resource for Connection Representatives, drive performance management, conduct research and analysis, facilitate resolution of complex reviews and escalations, deliver on SLAs and business goals, and partner with IT, Data Team, Provider Management Team, and Sales.