Website CarrotFertility Carrot
A complete global solution that makes fertility benefits affordable and accessible to all
Carrot Fertility is the leading global fertility benefits provider for employers built to make fertility care and family-forming affordable and accessible for everyone who wants or needs it. Companies use Carrot to customize a fertility benefit that provides employees financial, medical, and emotional support as they pursue parenthood, reducing healthcare costs and resulting in better clinical outcomes.
The Role:
Carrot is seeking a Manager, Care Navigation who will work as a mentor and coach to the Care Navigation team members (Care Navigators and Team Lead Care Navigators
- Oversee the day-to-day reimbursement processing operations and member communications, working closely with the Team Lead(s)
- Manage schedules, vacation, and duties of all Navigators and Team Leads related to business needs from a holistic view
- Hire and develop high-performing Care Navigators and Team Leads to provide world-class member service in multiple support channels
- Work closely with the Sr. Director of Care Navigation to evaluate, test, and implement departmental and operations improvement.
Minimum Qualifications: 3-5 years of experience in healthcare, insurance or related SAAS technology leading a high growth team dedicated to service.
- Ability to work independently with little management or direction on routine duties or projects, minimal general instruction on new assignments.
- Requires extensive customer service experience, people management, and organizational skills.
- Proven experience growing and scaling a large global team to offer omnichannel, multi-language, and multi-country support.
- Passion, experience, and/or genuine interest in the family-forming space.
- Established track record of exceeding targets, KPI’s, and Service Level Agreements (SLAs).
- Proven performance management and development skills.
- Demonstrated ability to build consensus, establish trust, communicate effectively and foster culture change within the company/team.
- Demonstrated ability to implement process enhancements and efficiencies including performance.
- Demonstrated business acumen, customer awareness, and ability to create value.
- Outstanding communication skills, both oral and written, ability to manage multiple business areas and people.
- Interacts with peers and associates on business and technical issues.
- Ability to oversee or direct functions, delegate work, and effectively negotiate issues with leadership