Experienced Medicare Member Experience Manager – Leading Cross-Functional Teams and Driving Operational Excellence in Family Benefits Platform

Introduction to Cleo and Our Mission

Cleo is a pioneering family benefits platform that is revolutionizing the way working caregivers balance their personal and professional lives. By combining the expertise of our team of guides and specialists with a powerful technology platform, we provide comprehensive support to families, from family forming through parenthood or caring for adult loved ones. Our mission is to make a real impact by doing work that matters, and we are committed to helping working caregivers be their best at home and at work. With over 180 leading employers offering our platform, including global Fortune 500 leaders and industry innovators, we are expanding our offerings and our team to meet the growing demand of employers, caregivers, and the healthcare sector.

About the Role: Medicare Member Experience Manager

We are seeking an experienced and passionate Medicare Member Experience Manager to join our team. As a Member Experience Manager at Cleo, you will be responsible for overseeing and enhancing the overall experience of our Medicare Advantage members. You will provide day-to-day managerial oversight to a team of Cleo Guides and Specialists, act as a liaison between your team and upper management, and contribute to the development of each Cleo Guide & Specialist. Your goal will be to deliver a high-quality member experience, drive operational excellence, and maintain clear and consistent expectations, while building a team that thrives in Cleo's culture and aligns with Cleo's values.

Key Responsibilities:

• Team Management: Oversee onboarding of new team members, lead and motivate your team, and hold them accountable to achieve goals. Communicate with your direct reports to ensure they stay up to date with workflows, trainings, and role-relevant content.
• Operational Support: Be knowledgeable about the various offerings and product lines within Cleo, advise on the specific needs of the Medicare Advantage population, and collaborate cross-functionally with other members of Member Experience, Member Operations, and cross-functional partners.
• Performance Management: Monitor your team's performance metrics, conduct regular one-on-ones, provide coaching and mentoring, and share consistent and timely performance-related feedback and insights with both direct reports and Member Operations leadership.
• Quality Improvement: Contribute to ongoing quality improvement and operational excellence by maintaining clear and consistent expectations, building a team that thrives in Cleo's culture, and delivering a high-quality member experience.

Essential Qualifications and Experience:

To be successful in this role, you will need:

• Proven experience in member/customer experience management or related roles, with a focus on Medicare Advantage members and their caregivers.
• Expertise driving Star Measures and a deep understanding of the healthcare sector.
• Ability to effectively and confidently communicate the member experience to external stakeholders, including prospective and current customers.
• Comfort managing a remote team of Cleo Guides who support families on a spectrum of topics, from family forming through parenthood or caring for adult loved ones.
• Ability to creatively problem-solve, think critically, and make autonomous decisions.
• Clear and concise communication skills, with the ability to relay empathy and understanding in all interactions.

Preferred Qualifications and Skills:

In addition to the essential qualifications, we are looking for candidates with:

• Experience using professional software such as Google Drive, ticket management systems like Jira, and chat-based team collaborative apps like Slack.
• Familiarity with Google Calendar and Google Suite in a professional environment.
• Availability to support guides and sync with leadership in their time zones.
• A solutions-oriented mindset, with the ability to tackle challenges with creative thinking and a willingness to go above and beyond for families in need.

Competencies and Behaviors:

We are looking for candidates who demonstrate:

• Management: The ability to lead, motivate, and hold teams accountable to achieve goals, with a high degree of comfort leading teams through change and navigating ambiguity.
• Decision-Making: The ability to gather information, think through problems clearly and logically, and make decisive decisions.
• Strategic Agility: The ability to think strategically, see the big picture, and relay it to others, with a focus on activities that provide the most value.
• Technical and Business Expertise: The ability to improve the family experience via feedback on services and available technology, with a focus on driving operational excellence.
• Communication: A high degree of comfort and skill in traversing high-stakes conversations with diverse stakeholders and functions, with the ability to communicate effectively both written and verbally.

Career Growth Opportunities and Learning Benefits:

At Cleo, we are committed to the growth and development of our team members. As a Medicare Member Experience Manager, you will have the opportunity to:

• Develop your leadership and management skills, with a focus on leading cross-functional teams and driving operational excellence.
• Expand your knowledge of the healthcare sector, with a focus on Medicare Advantage and family benefits.
• Collaborate with other teams and functions, including Member Experience, Member Operations, and cross-functional partners.
• Contribute to the development of new initiatives and projects, with a focus on driving innovation and growth.

Work Environment and Company Culture:

At Cleo, we pride ourselves on our dynamic and supportive work environment. As a remote team, we are committed to fostering a culture of collaboration, inclusivity, and respect. We offer a range of benefits, including:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Flexible work arrangements, including remote work options.
• A supportive and inclusive company culture.

Compensation, Perks, and Benefits:

We offer a competitive salary range for this position, with a base salary range of $85,000 - $95,000 annually for candidates in New York and California, and $75,000 - $85,000 annually for candidates outside of those states. In addition to a base salary, we offer a range of benefits, including:

• Health insurance (medical, dental, and vision).
• 15 paid holidays, 5-day winter break, and unlimited flexible vacation time.
• Sick time, 16 weeks paid parental leave, and 401(k) plan.
• Disability insurance, life insurance, wellness perks, and more.

Conclusion:

If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for the Medicare Member Experience Manager position. With a focus on driving operational excellence, leading cross-functional teams, and delivering a high-quality member experience, this role offers a unique opportunity to make a real impact in the lives of working caregivers. Don't miss out on this chance to join our dynamic and supportive team – apply today!

How to Apply:

To apply for this role, please submit your application through our website. We are keen to hear from talented candidates like you, and we look forward to reviewing your application.