Healthcare + Heroes

As a Director of Product Management, you will help create and execute product strategy and roadmap and scale our product capabilities as SureCo grows. The right candidate will understand the science and art of Product Management and be able to strike the right balance between the two. Which, will take relentless user focus, building intuitive solutions to complex problems, and a passion for improving life and health of our patient You must have an ability to see the big picture while also being detail and execution oriented, be both creative and analytical, have a strong point of view while being highly collaborative and communicative across teams, and be thoughtful about all touch points in the user experience. 

What you will be doing: 

• Working and collaborating in cross-functional empowered product teams focused on achieving objectives. 
• Define long-term vision and strategy and work with engineering, marketing, sales, support, and operations to distill this into a plan of individual executable products and services  
• Continuous Customer Discovery 
• You’ll dig into the weeds and help your product teams to execute when needed 
• Your insights will influence the entire product direction, not only the teams who directly report to you 
• Partner with your Design counterpart using LEAN Product & UX principles to validate MLP’s quickly and effectively. 

As a Product Designer on the growing Design Team at SureCo, you will use your full set of UX/UI skills to create new and existing – customer AND internal facing product experiences across a variety of platforms. This position requires a highly collaborative design leader who is comfortable with strategic thinking and working in the details. Our designers take a product from ideation to production. You will partner closely with customers, product managers, engineers, and sales in order to drive the continued evolution of our design culture. 

Responsibilities 

• Collaboratively define and research with Product team on new features and software products.? 
• Create information architecture and workflow documentation for mobile apps and web-based applications. 
• Audit and ideate on existing experiences to identify opportunities for growth and accessibility. 
• Build clickable prototypes for future-scape projects. 
• Design experiences for iOS, Android and web. 
• Be an empathetic advocate for good design and customer experiences. 

Career Milestones That Will Catch Our Attention 

• You have countless examples of how you’ve partnered in an iterative design process. You are comfortable accepting and implementing feedback and you’re always advocating for the best UX for our customers 
• You have a clear vision and track record successfully implementing your leadership decisions. You've also successfully gained cross-functional buy-in from stakeholders in product, engineering & sales by clearly explaining your decisions 
• You’ve taken abstract ideas and hypotheses and turned them into exceptional products for users and the business 
• You can tell stories about how you’ve navigated to outcomes in ambiguous environments 
• You’re a self-starter. You’ve identified UX issues and took the initiative to solve them 
• You can easily translate goals into business outcomes  

SureCo is a PURPOSE driven company that is dedicated to disrupting our broken healthcare system! We’re 100% focused on driving down the cost of healthcare and improving the quality of care for all of us. We are at the forefront of healthcare change in the U.S. Serving patients, consumers, and enterprises across the nation.

We are an organization focused on making real change, high energy, and team driven performance! Our Sureconians are inspiring and are inspired by what we do, who we get to do it with, and who we do it for. How people describe us:

• We’re Idealists – Who says healthcare can’t have heroes?
• We Put People First – They’re not just customers. They’re our collaborators in creating more human healthcare.
• We Simplify – Healthcare should cure headaches. Not create them.
• We Disrupt – This isn’t healthcare as usual. Forget status quo, welcome to the era of Engaged Healthcare.

We are looking for an experienced and hands-on growth marketing leader to build out and lead all performance marketing at SureCo. As the VP of Growth Marketing, you will have accountability for all digital performance marketing channels, including paid search, SEO, paid social media, display advertising, retargeting and affiliate marketing. You will be responsible for testing into new paid channels and scaling them into lead generation engines for our B2B business and efficient customer acquisition channels for our D2C subscription business. You will build out a paid media strategy that helps achieve our growth goals and build out a team of channel specialists either in-house or through an agency to achieve those goals. This role will report to the CRO and work in close partnership with VP of Sales/success, Data, Product and Engineering teams. This is a highly visible role on the SureCo leadership team.

In this role, you will:

• Build out a paid media strategy to drive leads for our institutional business and grow our health subscriptions in order to achieve our quarterly/annual customer acquisition and revenue goals
• Build a paid media plan across mobile, web and offline channels including but not limited to paid search, paid social media, display advertising, retargeting and affiliate marketing
• Identify, test and scale new owned and paid acquisition channels with an iterative, data and customer-insights driven, segmented approach
• Build and manage a team of in-house and/or third-party paid media specialists to manage channel-level budget and performance with a relentless focus on core KPIs - CAC, trial conversion, channel conversion, ARPU, CAC/LTV ratio and paid / organic acquisition volume
• Develop strategies to improve organic acquisition through SEO and ASO, testing and making improvements in search rankings; work with product and engineering team to implement changes
• Design, implement and analyze A/B split tests across all channels (offer, creative and conversion rate optimization)
• Work cross-functionally to develop new landing pages, marketing content, A/B tests and growth projects with the goal of unlocking step changes in conversion rates, qualified lead generation and customer acquisition volume
• Partner with the Institutional Engagement & Brand marketing team to build and implement a lead qualification criteria and process to identify marketing qualified leads for our institutional business
• Partner with the Creative team to create and test creative concepts at a high frequency while remaining true to our brand
• Partner with Data, Engineering and Product to improve understanding of Paid performance and to unlock additional opportunities to scale
• Collaborate with the Consumer Brand & Partnerships team in building a parent ambassador/influence program

SureCo is a PURPOSE driven company that is dedicated to disrupting our broken healthcare system! We’re 100% focused on driving down the cost of healthcare and improving the quality of care for all of us. We are at the forefront of healthcare change in the U.S. Serving patients, consumers, and enterprises across the nation. We are an organization focused on making real change, high energy, and team driven performance! Our Sureconians are inspiring and are inspired by what we do, who we get to do it with, and who we do it for. Some things about us:

• We’re Idealists – Who says healthcare can’t have heroes?
• We Put People First – They’re not just customers. They’re our collaborators in creating more human healthcare.
• We Simplify – Healthcare should cure headaches. Not create them.
• We Disrupt – This isn’t healthcare as usual. Forget status quo, welcome to the era of Engaged Healthcare.

About the Compliance Manager Role 

As our first Compliance Manager you will partner with our Finance and Administrative team for compliance, regulatory and audit matters. Specifically, you will: 

Responsibilities

• Assist with the development and management of the compliance practices and programs to ensure activities meet local, state and federal agency regulations
• Assists with drafting policies and procedures to ensure consistent and sound business practices
• Conducts, ensures and manages existing policies and procedures to ensure communicated to all employees 
• Stays abreast of current local, state and federal laws and regulations that impacts all parts of the business
• Reviews contracts and operations to ensure compliance responsibilities are carried effectively 
• Identifies discrepancies, risks, and other problems, then reports findings to upper management; recommends appropriate corrective measures
• Coordinate with different department managers to review all departmental compliance policies.
• Promotes and educates benefits of adopted control measures; encourages stakeholders and other responsible parties to adopt changes necessary to correct problems and noncompliance
• Report regularly to the Controller and Executive team on efforts and results of compliance matters 

SureCo is a PURPOSE driven company that’s dedicated to disrupting our broken healthcare system. We’re 100% focused on driving down the cost of healthcare and improving the quality of care for all of us. SureCo and its subsidiaries and partners are at the forefront of health care change in the U.S. Serving patients, consumers, and enterprises. We focus on innovative technologies, new care paradigms, all focused on aligning our incentives with our customers. Established in 2016 we’ve grown from 10 to over 100 (and counting) Sureconians – what we call our awesome team members! 

If you are looking for a company focused on making real change, high energy, and team driven performance then you’ve found it here at SureCo. Our people are inspiring and are inspired by what we do, who we get to do it with, and who we do it for.  

We are looking for a talented Front-End engineer to join our team. The ideal engineer has mastery of modern front-end frameworks, years of experience with React, Angular, and the ability to work with architects to convert designs into perfect, usable applications. You will work on a mix of customer facing and internal tools.

Ideal Candidate Will Have:

• You are awesome with web technologies. Live and breathe JavaScript
• Believes the best code is something that is highly extensible and modular
• Identifies and communicates best-practices to the team
• Is relentless. You'll spend the time to make sure that the whole experience is perfect
• Has a great positive can-do attitude. Every challenge is an opportunity for you to shine.
  Think creatively about solutions and is not afraid to test your many hypotheses
• You have a ‘get things done’ attitude and thrive in a high-energy, fast-paced environment
• You are eager to develop something large and scalable, and be part of an organization that is solving real problems

SureCo is a PURPOSE driven company that is dedicated to disrupting our broken healthcare system! We’re 100% focused on driving down the cost of healthcare and improving the quality of care for all of us. We are at the forefront of healthcare change in the U.S. Serving patients, consumers, and enterprises across the nation.

We are an organization focused on making real change, high energy, and team driven performance! Our Sureconians are inspiring and are inspired by what we do, who we get to do it with, and who we do it for. How people describe us:

• We’re Idealists – Who says healthcare can’t have heroes?

• We Put People First – They’re not just customers. They’re our collaborators in creating more human healthcare.

• We Simplify – Healthcare should cure headaches. Not create them.

• We Disrupt – This isn’t healthcare as usual. Forget status quo, welcome to the era of Engaged Healthcare.

About the Member Services Representative Role

Our Member Service Representatives are one of the most important pillars to our success. As you’re directly interfacing with our most precious assets, our customers. We’re looking for top tier talent that takes ownership in creating a successful journey for our clients. This is a challenging role that requires an emphasis on customer satisfaction, high energy, and work with the highest purpose of customer satisfaction and retention.

Member Services Representative Responsibilities

• Answering phones from members professionally and responding to member inquiries and complaints
• Handle escalated calls, resolving more complex member issues in (First Call Resolution - FCR)
• Demonstrate outstanding service to identify the source of the issue and work to resolve member inquiries and issues in a timely and professional manner, related to benefits, eligibility and claims, financial spending accounts and correspondence
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
• Responsible for knowing all aspects of health program benefits including medical and pharmacy
• Required to be at workstation to answer calls in an ACD environment, subject to the monitoring of incoming and outgoing ACD calls for quality assurance during those time periods that the CSA is not scheduled for a break or lunch breaks
• Identifying, escalating priority issues, and reporting to high-level management. Responsible to take issues on a weekly basis to the dept. manager
• Obtaining and evaluating all relevant data to handle complaints and inquiries
• Handling outbound and inbound calls from external and internal customers
• Completing call reports and logs, and researching billing issues
• Recognizing, documenting, and informing the supervisor regarding the trends in internal and external customer calls

SureCo is a PURPOSE driven company that is dedicated to disrupting our broken healthcare system! We’re 100% focused on driving down the cost of healthcare and improving the quality of care for all of us. We are at the forefront of healthcare change in the U.S. Serving patients, consumers, and enterprises across the nation.

We are an organization focused on making real change, high energy, and team driven performance! Our Sureconians are inspiring and are inspired by what we do, who we get to do it with, and who we do it for. How people describe us:

• We’re Idealists – Who says healthcare can’t have heroes?

• We Put People First – They’re not just customers. They’re our collaborators in creating more human healthcare.

• We Simplify – Healthcare should cure headaches. Not create them.

• We Disrupt – This isn’t healthcare as usual. Forget status quo, welcome to the era of Engaged Healthcare.

About the Provider Relations Representative Role:

The Concierge Team serves providers to facilitate the delivery of healthcare acting as an ambassador on behalf of the member. In a contact center work-environment, the Concierge Team deploys empathy, problem-solving skills, and perseverance to exceed the expectations of its members and providers. The Concierge Team will respond to all member and provider inquiries delivering top caliber service through multiple communication channels. With the assistance of data and technology, we guide providers through scheduling, benefits, medical bills, Pre Auth status, and care services to ensure a high value experience.

Key Responsibilities

• Respond to the inbound provider communications (call, text, email, chat) while adhering to designated protocols and service responses while providing exceptional customer service
• Assist in cases requiring additional non-clinical follow-up and care coordination, including, but not limited to eligibility, scheduling appointments, program benefits, medical bills, provider network inquiries, Pre authorizations, and care management program assistance
• Communicate and collaborate with interdisciplinary teams, when needed ensure effective soft transfers with utilization management and clinical teams
• Accurately collects and documents the appropriate level of information to facilitate resolution and identify trends
• Function as a detective to find creative solutions to difficult problems
• Ensure problem resolution or smoothly transition to a higher-level advocate or manager when appropriate
• Participate in process improvement activities by openly sharing thoughts, ideas, and constructive feedback to technical, and management
• Recognizes the presence of provider issues that may require immediate clinical assessment or action, notifies clinical staff, and follow up/updates provider weekly until resolved
• Closely monitors all open cases, updating provider and/or member on a weekly basis until issue is revolved
• Proactively making outbound calls to providers educating who we are, how we work, and why they should work with us -persuade participation-
• May send reimbursement and appeal forms and walk them thru that process
• Responds appropriately to inquiries and complaints. Can troubleshoot and problem solve independently as situations occur
• Ensures adherence to daily operating metrics systems
• Other duties and projects as assigned