Job Description

Customer Experience Strategy

• Implement CX strategies utilizing AI technologies to support and achieve customer experience goals.
• Track, analyze, and report customer feedback to identify improvement opportunities.
• Build and maintain strong relationships with customers and clients.
• Empower Customer Advocates to provide timely, effective issue resolution.
• Monitor KPIs and CX metrics using Excel and analytical tools to evaluate performance and impact.
• Champion and embed a customer-first culture within Guidehealth.
• Manage performance, development, and growth of team members aligned with Guidehealth’s THRIVE program and ALIVE values.

Leadership and Supervision

• Conduct regular performance check-ins and 30/30s with Customer Guides, providing coaching and meaningful feedback using Guidehealth Performance and Recognition software.
• Foster a culture of accountability, transparency, collaboration, and continuous learning.
• Manage escalations and complex customer issues efficiently and in alignment with Guidehealth guidelines.
• Promote employee engagement, recognition, and a growth mindset weekly through structured reward and recognition initiatives.
• Utilize expertise in talent acquisition to interview and hire Customer Guides using predictive performance tools.

Operational Management

• Oversee day-to-day operations of the Customer Experience team to ensure SLAs and KPIs are consistently met or exceeded.
• Monitor call volume, wait times, resolution rates, CSAT, and related behavioral and performance metrics.
• Analyze performance data to identify trends, root causes, and improvement opportunities.
• Deliver fast, proactive performance feedback; maintain documentation and follow-up.
• Develop and implement strategies to optimize efficiency, service quality, and customer satisfaction.
• Ensure adherence to company policies, procedures, and regulatory standards.
• Assist with scheduling and workforce management to maintain appropriate coverage.
• Monitor real-time call queues and Customer Advocate availability.
• Complete administrative tasks including timekeeping and reporting.

Quality Assurance and Improvement

• Implement quality standards and best practices for all customer interactions.
• Identify training needs and partner with the Training Manager to develop and deliver relevant training programs.
• Continuously identify opportunities to improve processes, systems, and tools to enhance the customer experience.

Reporting and Communication

• Prepare and deliver performance reports to the Senior Manager using Excel and tracking software.
• Communicate and collaborate cross-functionally with departments such as Claims, UM, IT, CBMs, BD, and VBC to support customer needs and resolve issues.
• Proactively communicate updates, changes, and critical information.
• Ensure ongoing improvement in Guide–customer interactions, promoting clarity, empathy, and engagement.

Budget Management

• Assist in managing the Customer Experience department budget.
• Monitor expenses and identify opportunities for cost savings.

Qualifications

Qualifications

WHAT YOU’LL NEED TO HAVE FOR SUCCESS

• A bachelor's degree in business, healthcare administration, communications, or a related field is preferred.
• Minimum of 5+ years of experience in customer service, with at least 2+ years in a supervisory or management role.
• Proven experience managing and developing teams, preferably in a call center or high-volume customer service environment.
• Strong understanding of customer service principles, best practices, and metrics.
• Exceptional communication skills (written and verbal) with full command of English language use and competence.
• Excellent communication, interpersonal, and leadership skills.
• Ability to analyze data, identify trends, and make data-driven decisions.
• Proficiency with CRM software, call center technology, and Microsoft Office Suite, including Excel.
• Experience with quality assurance programs and coaching techniques.
• Ability to work effectively in a fast-paced, dynamic environment.
• Healthcare industry knowledge and experience preferred.

HOW WE MEASURE SUCCESS

• CSAT & Customer Effort Scores
• First Call Resolution (FCR)
• QA Scores & Scoring Consistency
• New Hire Training Graduation & Ramp-to-Competency Rates
• Reduction in Escalations & Repeat Contacts
• SOP Accuracy & Update Timeliness
• Training Satisfaction & Knowledge Retention
• Measurable Behavior Change Post-Coaching

WORK MODEL

Fully remote with occasional travel for workshops, training, or team alignment.

Additional Information

All your information will be kept confidential according to EEO guidelines.

ALIVE with Purpose: How We Thrive at Guidehealth

At Guidehealth, our values come to life in everything we do.

• We are Driven by A ccountability — grounded in transparency, reliability, and integrity as we navigate challenges and opportunities alike.
• Always Growing, Always L earning — staying curious and continuously improving inspires us to shape a better future for healthcare.
• With Collaborative I nnovation, we solve problems creatively, making every experience better for our employees and the patients we serve.
• At Guidehealth, Every V oice Matters — we believe our collective strength is rooted in the unique perspectives of each team member.
• And through E mpathy in Action, we build stronger connections with those who count on us.
• This is what it means to be ALIVE with purpose. This is how we thrive — together — at Guidehealth.

BENEFITS:

While you are hard at work advancing value-based healthcare, we are here to ensure YOU have the care you and your family need and the opportunities for growth and development. Our commitments to you include:

• Work from Home: Guidehealth is a fully remote company, providing you the flexibility to spend less time commuting and more time focusing on your professional goals and personal needs.
• Keep Health a Priority: We offer comprehensive Medical, Dental, and Vision plans to keep you covered.
• Plan for the Future: Our 401(k) plan includes a 3% employer match to your 6% contribution.
• Have Peace of Mind: We provide Life and Disability insurance for those "just in case" moments. Additionally, we offer voluntary Life options to keep you and your loved ones protected.
• Feel Supported When You Need It Most: Our Employee Assistance Program (EAP) is here to help you through tough times.
• Take Time for Yourself: We offer paid time off plans helping you achieve work-life balance and meet your personal goals.
• Support Your New Family: Welcoming a new family member takes time and commitment. Guidehealth offers paid parental leave to give you the time you need.
• Learn and Grow: Your professional growth is important to us. Guidehealth offers various resources dedicated to your learning and development to advance your career with us.

All full-time employees of Guidehealth who work 30 hours per week or more are eligible for our comprehensive benefits package. Temporary employees and contractors are not eligible for benefits.

COMPENSATION:

The listed compensation range listed is paid bi-weekly per our standard payroll practices. Final base pay decisions are dependent upon a variety of factors which may include, but are not limited to: skill set, years of relevant experience, education, location, and licensure/certifications.

OUR COMMITMENT TO EQUAL OPPORTUNITY EMPLOYMENT

Diversity, inclusion, and belonging are at the core of Guidehealth’s values. We are an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation and identity, national origin, citizenship, religion, marital status, familial status, physical, sensory, or medical disability, Family and Medical Leave, military or veteran status, pregnancy, childbirth or other related medical conditions, or any other classification protected by federal, state, and local laws and ordinances. Our management is fully dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.

OUR COMITTMENT TO PROTECTION OF PATIENT AND COMPANY DATA

This position is responsible for following all Security policies and procedures in order to protect all PHI and PII under Guidehealth’s custodianship as well as Guidehealth Intellectual Properties. For any security-specific roles, the responsibilities would be further defined by the hiring manager.

As a remote-first organization handling sensitive healthcare data, Guidehealth verifies candidate identity at multiple stages of the hiring and onboarding to safeguard patient privacy, data security, and compliance requirements.

REMOTE WORK TECHNICAL REQUIREMENTS

Guidehealth is a fully remote company. We provide new employees with the necessary equipment to function in their role at no charge to the employee. Employees provide their own internet connection, capable of conducting video calls on camera and connecting to various internal and external systems. The required internet speed is a minimum of 100 mbps download, 10 mbps upload. Please run a speed test here to confirm your internet connection meets these requirements.