Membership Services Supervisor at Bright Health

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Making Healthcare Right. Together.” is the cornerstone of all we do. Our vision is through powerful relationships with Care Partners, we help all people live healthy and brighter lives. To successfully achieve our mission and vision as we operate in a dynamic health care environment, we expect Bright employees to embody and uphold our core values in work and interactions, both internal and external: be brave, be brilliant, be accountable, be inclusive, and be collaborative.

SCOPE OF ROLE
The Team Lead, Member Services is responsible for providing exceptional & dedicated support to the MES Team, while demonstrating & incorporating the Bright values into day to day operations.
  
ROLE RESPONSIBILITIES
The Team Lead, Member Services job description is intended to point out major responsibilities within the role, but it is not limited to these items.

1. Collaborates or assists with internal and external Bright Health Partners to resolve Enrollment, Eligibility, Billing, and Underwriting issues.
2. Provides support to MES team in the areas of collecting outstanding premiums, working with State-based exchange or Federal Facilitated Marketplace (FFM) to resolve enrollment, grace-period, premium, billing, APTC/CSR disputes or discrepancies.
3. Assist or support MES team to review all incoming enrollment quarantine items to determine whether the enrollment may be accepted, requires additional information or should be rejected.
4. Participates as needed in the discovery and resolution of root cause for recurring issues.
5. Ensure that all customer needs and problems are properly communicated and managed in a way that maintains great customer relationships.
6. Communicate directly with members to discuss impact due to retroactive changes received from state-based exchange.
7. Monitor calls and QA mentor, make decisions and deliver Performance Improvement Plan Action (or similar), approve/deny PTO, maintain 24 TAT for all tasks, train on systems, perform DLP maintenance, lead weekly team meetings and monthly 1:1s.
8. Analyze and report daily/weekly/monthly metrics.
9. Other duties and responsibilities as assigned.
 
SUPERVISORY RESPONSIBILITIES
This position has supervisory responsibilities.
 
 

EDUCATION, TRAINING, AND PROFESSIONAL EXPERIENCE
· High School diploma or GED required.
· Three (3) years of IFP and/or FFM Health Insurance Industry required.
· Three (3) to five (5) years of customer service experience required.
· Claims or 834 EDI File experience preferred, but not required.
· Two (2)+ years of leadership experience required.
· Call monitoring and QA mentoring experience preferred but not required.
· Experience with Performance Improvement Plans or similar required.
· Experience with classroom and/or individual training sessions required.
PROFESSIONAL COMPETENCIES
· Strong communication skills, both verbal and written
· Organized and be able to prioritize work to meet deadlines
· Works independently with little supervision
· Able to thrive in an often-chaotic environment
· Understands regulatory and compliance rules surrounding enrollment and eligibility
· Results and detail oriented and understands the big picture
· Able to work independently with little supervision
· Able to thrive in an often-chaotic environment
· Able to understand regulatory and compliance rules surrounding enrollment and eligibility
· Results and detail oriented
· To be positive and accountable
· Team Unity
 
 BEHAVIORAL AND LEADERSHIP NORMS
· Bright Values: Lives the Bright Values. Is focused on positivity and respect in all service interactions. Is focused on bravery needed to develop a variety of skills. Not afraid to ask questions. Focus on the team’s successes, and how to support that effort.
 
· Collaboration: Is an effective collaborator that works well with the functional team and others in the organization to align on timelines and effective delivery of a project or task. Is solution oriented. Is able to work with different personality types and teammates to overcome differences in opinion and thought to achieve common company goals.
 
· Delivers Results: Is results oriented. Focuses on results and the best and most efficient avenue for achieving results. Helps to create process and follows process to achieve results. Ensures thorough documentation of work and process. Works with manager on goal setting to ensure timely and high-quality work product. Is focused on managing against a predetermined set of objectives.
 
· Exhibits Curiosity: Focuses on learning about the business at large. Seeks to understand how they can contribute to driving the business forward and how the bigger picture works. Actively participates in his/her own career development.  
 
· Multi-tasking: Balances multiple work projects and tasks at any given time. Alongside manager or appropriate Bright teammate, re-evaluates priorities based on changing company needs to understand what must be done today. Consistently meets deadlines.
 
· Service Mindset: Has an outlook that focuses on creating customer value, loyalty and trust. Responds promptly to customer and business needs. Goes above and beyond simply providing service, to build relationships with customers and anticipate needs.
 
· Upward Management:  While balancing multiple work projects and tasks, successfully manages expectations with appropriate project owner about capacity, challenges and barriers to success. Is not afraid to ask for help, guidance or feedback.
 
 LICENSURES AND CERTIFICATIONS
· Producer licensing for Health & Accident may be required in the state in which an individual resides for OEP 2020 or before an individual will be able to transition into a FTE MES role. (Potential temp to FTE is a minimum of 6 months.)

WORK ENVIRONMENT
· Most work responsibilities are performed in an open office setting, carrying out detailed work sitting or standing at a desk/table and working on the computer. Some travel may be required.
· Live by the Bright values to maintain a strong, collaborative culture
· Be a role model for the team as to why Bright Health is truly a “Great Place To Work”
 
 EEO/AFFIRMATIVE ACTION STATEMENT
As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of Bright Health, our consumers, and the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

ABOUT US
 
At Bright Health, we brought together the brightest minds from the health care industry and consumer technology, and together we created Bright Health: a new, brighter approach to healthcare, built for individuals. Our plans are easy to manage, personalized, and more affordable, giving people the quality care they deserve. Through our exclusive care partnerships with leading health systems in local communities, we are reshaping how people and physicians achieve better health together.
 
We’re Making Healthcare Right. Together. 

We've won some fun awards like Modern Healthcare and Forbes, etc. But more than anything, we're a group of people who are really dedicated to our mission in healthcare. Come join our team!
 
As an Equal Opportunity Employer, we welcome and employ a diverse employee group committed to meeting the needs of Bright Health, our consumers, and the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

BRIGHT ON!

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • PowerShellLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • FlutterLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • InVisionDesign
    • SketchDesign
    • Lucid ChartDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • Microsoft DynamicsCRM

Location

We are downtown at 515 Congress Avenue, right in the heart of downtown! Tons of restaurants and close to public transportation.
Making Healthcare Better For All At Bright Health
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An Insider's view of Bright Health

What’s the vibe like in the office?

The office has a relaxed and laid back vibe but people are very serious about their work - perfect!

Anthony

Data Engineer

What does your typical day look like?

My day is so varied, given how quickly we're growing, which is fulfilling for me. I have a good balance of strategic and tactical work in my day as well as time to focus and time to collaborate.

Jen

VP, Digital

What makes someone successful on your team?

A hard-working team player who thinks first and codes next is likely to learn a lot and quickly become a valuable member of the team. Lots of experience with some of our tooling is always nice, but if someone can't knowledge-share well or responds poorly to code reviews and other requests for collaboration, it'll be a tough fit.

Brian

Software Engineer 3

How do your team's ideas influence the company's direction?

We hire smart individuals who thrive on accomplishment and purpose. Our teams are exposed to the bigger picture through constant communication and dialogues – that encourages them to come up with innovative solutions to problems. We've made significant adjustments on our direction in technology and process that were initiated by the team.

Abdullah

VP, Engineering

What are Bright Health Perks + Benefits

Bright Health Benefits Overview

We have 3 different health insurance plans, all through Cigna (HDP, Premium HDP and PPO). We cover the majority of the cost for the employee and some cost for family. We have two dental plans and a vision plan as well. We have a Lifestyle Spending Account and options for HSA/FSA. We put 3% of your total earnings into your 401K plan and you are immediately vested. We have all the latest technology (Mac or Surface laptops – your choice) to use including standing desks. Fully stocked fridge with snacks and drinks.

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Bright Health employees can contribute up to $3500 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Bright Health is proud to offer a wellness stipend of $200/month to all employees!
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
We will put 3% of your total earnings into your 401K plan, even if you don't put anything in. It's a safe harbor contribution.
401(K) Matching
Bright Health provides employees with a 401(k) plan managed by Vanguard. We provide a ‘safe harbor’ non-elective contribution equal to 3% of your compensation, regardless of participation in the p
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 6 weeks of parental leave for the primary caretaker. We also provide 2 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Bright Health provides employees with a flexible work schedule that includes Core hours, Flexible start and end times.
Remote Work Program
Family Medical Leave
Company sponsored family events
Bright Health sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Happy Hours
Happy hours are hosted on occasion.
Relocation Assistance
Fitness Subsidies
Bright Health employees are eligible for discounts on several gym memberships.
Home Office Stipend for Remote Employees
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Bright's primary goal is to offer employee benefits and perks that are as flexible as possible to meet each employee's unique needs!

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