Senior Manager, Care Advocacy (US)

About Henry Meds:
Tens of millions of Americans are unable to manage their chronic conditions with commercial medications. Using specialized compounded formulas tailored to individual patient needs, Henry helps people who have been left behind by the commercial market, all while remaining easy, accessible, and affordable. Our customers get access to the care they need, and save thousands of dollars on out-of-pocket healthcare expenses per year!

Enjoy the casual culture, remote-first workplace, and generous PTO/benefits! 

Apply today to make a direct, daily impact in one of the fastest-growing startups in the country - we are excited to meet you!

Position Overview: 

We're currently seeking a Senior Manager for our Care Advocacy team, responsible for overseeing managers and acting as the primary liaison for all stakeholders, including engineering, marketing, HR, and other vital support functions. Additionally, this role will play a pivotal part in strategic talent acquisition, collaborating closely with the HR team to meet the company's aggressive growth targets.

Duties and Responsibilities:

Managerial Oversight:

• Provide strong leadership to managers within the Care Advocacy team, ensuring they are equipped to support their teams effectively.
• Cultivate a collaborative work culture that emphasizes continuous learning, teamwork, and professional development focused on customer care and advocacy.
• Develop and implement strategies to optimize productivity and efficiency within the team, aligning with organizational objectives and enhancing customer experiences.
• Ensure company values (Move Faster, Keep Learning, Stay Positive, and Deliver Value) are integrated into team operations and decisions.

Stakeholder Engagement:

• Serve as the primary point of contact for all stakeholders, including engineering, marketing, HR, and other support functions, to enhance service delivery in care advocacy.
• Establish and nurture strong working relationships with stakeholders to facilitate seamless operations, ensuring all teams work cohesively towards common goals.

Talent Acquisition and Recruitment:

• Spearhead recruitment efforts aligned with the company's rapid growth objectives, working closely with the HR team to identify top talent for the Care Advocacy team.
• Foster a high-performance culture that drives organizational success through effective talent acquisition and team-building strategies.

Customer Experience Enhancement:

• Champion and uphold a culture of exceptional service delivery, ensuring all interactions are handled with professionalism, empathy, and timeliness.
• Analyze customer feedback and interactions to identify areas for improvement, designing and implementing effective solutions to enhance the customer experience.
• Set, uphold, and continuously improve customer service standards, policies, and procedures that affect customer advocacy.

Complex Issue Resolution:

• Oversee the resolution of escalated issues related to care advocacy, providing guidance to managers to ensure timely and satisfactory outcomes.
• Collaborate cross-functionally to address and resolve complex customer concerns, driving customer satisfaction and retention.

Reporting and Strategy:

• Utilize data-driven insights to evaluate team performance and recommend improvements, ensuring key performance indicators (KPIs) are met or exceeded.
• Generate regular reports on customer service activities, trends, and insights for senior management, offering valuable insights for strategic decision-making.

Continuous Process and Application Improvement:

• Regularly evaluate and improve call center processes and applications related to care advocacy services..
• Implement best practices for process optimization and efficiency in customer interactions..
• Foster a culture of continuous improvement and innovation within the care advocacy team..

Other duties as needed based on department and/or organizational needs.

You will likely have:

• Demonstrated experience in a leadership role, ideally 2+ years as a Customer Service Manager or 1+ years experience managing people leaders.
• Experience working as a leader in a telehealth or remote based pharmaceutical company.
• Proven track record of managing managers with smaller teams. 
• Knowledge of Management methodologies SCRUM/ ITIL/ Six Sigma. 
• Profound understanding of customer service principles and practices.
• Preferred experience in telehealth or healthcare-related industries.
• Outstanding communication, problem-solving, decision-making skills, and coaching skills.
• Proficiency in customer service software, CRM systems, and reporting tools. Experience with Zendesk is a plus.
• Proven track record of leading and motivating teams, driving high performance, and fostering employee engagement.

Company Offers:

• Platinum PPO Healthcare + Vision & Dental (Henry covers 99% for employees and 50% for their qualified dependents).
• 401(k) with matching contributions beginning your first day.
• Unlimited PTO.
• Fully remote position with occasional travel.
• Impactful, rewarding work as part of a fast-growing brand helping thousands of people every day. 

Applicants must be authorized to work for ANY employer in the U.S. We cannot sponsor or take over sponsorship of an employment Visa at this time.

Salary Range: $68,000-$71,000/year

This salary represents Henry Med's good faith and reasonable estimate of the possible compensation for this role at the time of posting, and Henry Meds may ultimately pay more or less than the posted salary. The final salary for this position will be determined by Henry Meds sole discretion, consistent with applicable law, and based on a variety of factors, including but not limited to the employee’s work experience, skills, and qualifications for the role, as well as the needs of Henry Meds business and other operational considerations.

Equal Opportunity Statement

Henry Meds is committed to promoting an inclusive work environment free of discrimination and harassment. We value a diverse and balanced team where everyone can belong.

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