Now is the time to join us! 

Who are you?

The RBP Member Advocacy Manager is responsible for structuring, developing and providing leadership  to a team specialists who are tasked with delivering industry leading concierge level member services to our RBP plan members. This team consisting of member services specialists will look to this leader to empower and embolden through maintaining a culture of knowledge building and process training. Working closely with internal stakeholders (peers and leadership) as well as external RBP vendors, clients and partners to continuously strengthen our offerings to its current and future membership through enhancements and efficiencies. 

In this role you will wear many hats, but your knowledge will be essential in the following:  

• Responsible for the day to day and overall performance of the RBP Advocacy Team and results of assigned metrics/KPIs/SLAs/CSAT
• Continuous training and development of RBP plan offerings for new and existing team members
• Provides coaching through feedback management and performance  adherence
• Maintains clear channels of communication with Account Management, Member Service leadership and Clinical staff in regard to escalations and client/broker sediment
• Partners with the Account Management and Implementation Team to ensure seamless implementation of plan requirements
• Represents Personify Health by regularly attending client reviews and vendor meetings
• Partners with functional leaders to provide direct input into RBP product assessment and solutions to ensure alignment with organizational goals and vendor capabilities
• Simplify and reimagine processes and procedures to improve Personify Health offerings

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

What you bring to the Personify Health team:

In order to represent the best of what we have to offer you come to us with a multitude of positive attributes including:

• Proven record of excellence in the customer service space managing a high performing team by increasing metrics and driving performance
• Demonstrated ability to problem solve under pressure while maintaining control of conversations
• Proven ability to identify, train and develop employees within the member services team
• Experience creating solutions to address member/client needs by engaging effectively with cross functional department leaders
• Relevant experience in the healthcare/insurance industry driving design, implementation, and administration of member-centric offerings
• High degree of computer literacy with strong working knowledge of CCaaS platform functionality and Microsoft Product Suite
• Excellent written and verbal communication skills

You also take pride in offering the following Core Skills, Competencies, and Characteristics:

• Associate’s Degree; or equivalent experience
• 5+ years of professional experience in the TPA/Health Plan space

No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

Personify Health is an equal opportunity organization and is committed to diversity, inclusion, equity, and social justice.

Note that salary may vary based on location, skills, and experience. This position is eligible for health, dental, vision, mental health and other benefits.

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