Full job description We all depend on healthcare throughout our lifetimes, for ourselves, and our families and friends, but it is notoriously difficult to navigate and understand. As an industry that comprises 20% of the US economy we think healthcare should work better for all of us. At Collective Health we believe it's time for a new day in healthcare where as members we are informed and empowered to make the right care choices when the decisions are urgent and critical.
Join the small but mighty Client Issue Resolution team! Driven by our passion for end-to-end client and member support, as well as our strong foundational desire to identify root causes for common member-impact problems, the CIR team dares to solve hard problems by engaging the necessary team(s) to resolve an issue, follows our curiosity by constantly asking the "Why?" of any situation, connects with empathy with internal and external stakeholders, and engages authentically by acknowledging the value and wisdom of people around us and being truthful in every interaction.
What you'll do: Play an integral role in building trust-based relationships with clients for the success of our organization, supporting the work of our Client Operations and Executive teams Resolve high-priority, -sensitivity, -visibility, and -complexity issues with little margin for error or misconduct Prioritize long-term client satisfaction by strategizing multiple stakeholder perspectives, including the client, broker, internal teams, partners, members, and plan assets Identify root causes to process breakdowns and drive forward improvements to mitigate future downstream issues for a better client and member experience Build relationships and coordinate with different stakeholders in Client Operations, Member Services, and a variety of other internal departments Masterfully communicate with key internal and external stakeholders through email, over the phone, and through instant message (i.e. Slack) Coordinate project management activities, resources, equipment, and information Create and maintain comprehensive project roadmaps, documentation, and reports To be successful in this role, you'll need: You have a deep understanding and experience in a key Member Services function, including either Member Advocacy, Member Claims, Plan Ops or Eligibility You look further than the immediate issue at hand to identify ways to prevent future issues from occurring You are a committed stakeholder manager who strives to deliver a meaningful experience and process for everyone you work with and for You are a self-starter who can learn on the job while independently coordinate resources across functions to drive excellent results You are intellectually curious and able to find creative solutions to complex problems You are unfazed by changing processes and systems and thrive with new challenges You have a high attention to detail and can execute on projects with many moving pieces You have a passion for and feel a strong sense of ownership for your work You have excellent written and verbal communication skills You possess a passion for Collective Health's mission to transform the health insurance experience for our clients and their employees You can work effectively individually and in teams You maintain an appropriate stress response to lean into urgency, but remain focused under pressure You have the ability to work well with all levels of management and can effectively work with other teams to accomplish tasks You are a culture cultivator, play well with others, and engage in creating a safe and fun place to work Pay Transparency Statement This is a hybrid position based out of our offices: Plano, TX, or Lehi, UT, with the expectation of being in office at least two weekdays per week. #LI-hybrid
The actual pay rate offered within the range will depend on factors including geographic location, qualifications, experience, and internal equity. In addition to the hourly rate, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at
About Collective Health Collective Health is the leading health benefits platform that brings together medical, dental, vision, pharmacy, and program partners into an integrated solution that better enables employees and their families to understand, navigate, and pay for healthcare. By reducing the administrative lift of delivering health benefits, providing an intuitive member experience, and helping control costs and improve outcomes, the company guides employees toward healthier lives and companies toward healthier bottom lines.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Collective Health is committed to providing support to candidates who require reasonable accommodation during the interview process. If you need assistance, please contact .
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