Sr. Manager, Member Services & Experience

About Kindbody

Kindbody is a leading fertility clinic network and global family-building benefits provider for employers offering the full-spectrum of reproductive care from preconception to postpartum through menopause. Kindbody is the trusted fertility benefits provider for 127 leading employers, covering more than 2.7 million lives. Many thousands more receive their fertility care directly from Kindbody throughout the country at signature clinics, mobile clinics, and partner clinics. As the fertility benefits provider, technology platform, and direct provider of care, Kindbody delivers a seamless, integrated experience with superior health outcomes at lower cost, making fertility care more affordable and accessible for all. Kindbody has raised $315 million in funding from leading investors.

Founded in 2018, CB Insights recognized Kindbody as one of the world’s promising health companies. Kindbody was named to Inc.’s Best In Business list of most admired companies, Forbes Best Startup Employers, Fast Company’s Brands that Matter, 2023 Linkedin Top 50 Startups list, and Fierce Healthcare named Kindbody to its Fierce 15 list of 2022, which recognizes the most promising healthcare companies in the industry world. Kindbody was named to the 2023 CNBC Disruptor 50 list for revolutionizing the way fertility care is delivered in the U.S.

About The Role

As an experienced Senior Manager reporting to our Vice President of Customer Experience, you will be working in a fast-paced, rapidly growing environment where you will be relied on for your expertise, professionalism, and collaboration. This role is Full full time, primarily remote, with occasional travel to Kindbody Headquarters at 120 Fifth Ave, 5th Floor, New York, NY.

Responsibilities

• Works closely with leadership, providing oversight for daily activities within the Member Benefits Services and Call Center operations
  
  

○ Ensuring service levels and quality standards are met

• Work closely with enterprise operations, implementation client management, billing, provider relations, and broader care navigation team to ensure patients/clients are happy and their needs and requests are being met
• Provides regular and consistent updates to Director of Member Services & Experience
• Provides supervision to Call Center
• Directly guiding and leading the management team to help establish and achieve goals
• Conducts QA monitoring, and feedback, for member benefits services and identifies areas of improvement for retraining and opportunities for change
• Serves as expert in call center and member benefits services operations
• Rolls out training for all new client go lives and ensures quality implementation and follow up post go live
• Assists in the roll out of customer service training and initiatives
• Works with leadership to develop and optimize strategy in an ever-changing environment
• Drives alignment/consistency/cohesiveness in people practice, team management, and customer service to achieve department and company goals
• Collects data on member inquiries and conducts analysis to identify trends and solutions
• Designs, implements and manages all SOPs and scripting for Member Benefits Services for addressing member inquiries and service quality goals
• Manages the recruitment, hiring, training, scheduling and performance management of staff.
  
  

○ Designs, implements, and manages new hire and refresh training programs for Member Benefits Services as needed

• Serves as back up to customer service and MBS management
• And other responsibilities and ad-hoc projects from time to time, based on business needs.
  
  

Who You Are

• 5 + years healthcare, member and customer service call center environments
• Proficient with CRM platforms, Microsoft Office and Google Docs
• Highly experienced with call center platforms and KPI metrics management
• Exceptional ability to summarize data, identify trends, and presentation capabilities
• Extremely organized, strong project management skills are a must
• Demonstrated ability to meet deadlines, handle and prioritize multiple requests
• High level of accountability, proven track record of taking ownership and solving problems
• Creative thinker with exceptional analytical skills
• Strong communication/interpersonal skills; able to successfully build cross-functional relationships
• Team player and collaborator
• Exceptional follow-through
• Comfortable in fast-paced, rapidly changing environment, with the ability to flex into responsibilities outside of role to support business growth
• Willingness to work on weekends based on event schedule and travel as needed
  
  

Perks And Benefits

Kindbody values our employees and wants to do everything to ensure that our employees are happy and professionally fulfilled, but also that they have the opportunity to be healthy. We are committed to providing a number of affordable and valuable health and wellness benefits to our full-time employees, such as paid vacation and sick time; paid time off to vote; medical, dental and vision insurance; FSA + HSA options; Company-paid life insurance; Short Term + Long Term Disability options; Paid Parental Leave (up to 12 weeks fully paid dependent on years of service); 401k plans; monthly guided meditation and two free cycles of IVF/IUI or egg freezing and free egg storage for as long as you are employed.

Additional benefits, such as paid holidays, commuter transit benefits, job training & development opportunities, social events and wellness programming are also available. We are constantly reevaluating our benefits to ensure they meet the needs of our employees.

In an effort to protect our employees and our patients, Kindbody strongly encourages all employees to be fully vaccinated against Covid-19. However, some states are requiring that all healthcare workers be fully vaccinated. Candidates seeking employment at Kindbody in the following states will be required to be fully vaccinated against COVID-19 and provide proof of your COVID-19 vaccine prior to your start date of employment: New York. All other states are exempt from this requirement. If you cannot receive the COVID-19 vaccine because of a qualifying legal reason, you may request an exception to this requirement from the Company. As this is a remote position, the requirement would not apply.

Please note that Kindbody interview requests and job offers only originate from an @ kindbody.com email address. Kindbody will also never ask for bank account information (including routing or account numbers), social security numbers, passwords or any other sensitive information to be delivered over email or phone. Always reference our career site, careersatkindbody , to see if the position that you are applying to is legitimate. If you receive a scam issue or a security issue involving Kindbody please notify us at talent@kindbody.com .

--

Kindbody is an Equal Employment Opportunity employer. We strongly support the principles of equal employment opportunity in all of our employment and hiring policies and practices and believe that a more diverse and inclusive workplace will benefit our patients, care partners, and Kindbody employees. We administer our employment and hiring policies and practices without regard to race, color, religion, sex, gender, gender identity, gender expression, pregnancy, citizenship, national origin, ancestry, age, disability, medical condition, military service, military or veteran status, genetic information, creed, marital status, sexual orientation, or any other status protected by federal, state, or local law.