Family Growth Associate – Lead

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Lead, manage, mentor, and provide support to a team of 3 Document Collection Associates.

• Conduct regular one-on-one meetings and establish performance expectations for turnaround times and quality.

• Foster a culture of accountability within the team.

• Supervise the collection, quality review, and distribution of patient records, which includes ROI, medical records, treatment plans, and diagnostic reports.

• Perform and oversee Medicaid and waiver eligibility checks via Colorado Medicaid systems.

• Engage in outbound calls, emails, and faxes to healthcare facilities and families.

• Clarify documentation requirements and assist families in overcoming documentation challenges.

• Act as the primary escalation point for complex, delayed, or unresolved cases.

• Investigate root causes in Salesforce and collaborate with various teams to expedite aging pipeline cases.

• Monitor productivity, turnaround time, and accuracy metrics using Salesforce dashboards.

• Identify bottlenecks, revise SOPs, and implement workflow solutions.

• Collaborate with Growth Nurses, Intake, Care Delivery, and post-intake teams to ensure smooth transitions and pipeline continuity.

• Develop operational knowledge of Colorado Growth Operations workflows and state-specific programs.

• Independently resolve complex document escalations.

• Establish coaching rhythms and ensure standards for productivity, turnaround time, and quality are met.

• Implement process improvements that minimize documentation delays or enhance the family experience.

⛳️ Requirements

• A minimum of 3 years of team leadership or supervisory experience with small teams in a frontline operational, player-coach capacity.

• Experience in healthcare operations related to medical records, QA, compliance, HIPAA regulations, credentialing, prior authorization, or Medicaid/Medicare workflows.

• Proven experience in managing team performance through the use of KPIs, dashboards, and reports.

• Salesforce experience is preferred.

• Exceptional written and verbal communication skills in English.

• Ability to communicate empathetically with families and maintain professionalism with healthcare providers.

• A strong track record of identifying operational gaps, creating SOPs, and implementing proactive solutions.

• Must be able to work full-time during US Mountain Time hours (9:00 AM–5:00 PM MT).

• Ability to work from the Philippines or Latin America.

• Access to reliable internet.

• Successful completion of a background check.

• Satisfactory references and any required documentation.

• Bilingual capabilities in Spanish and English are a plus.

• Experience in high-growth, BPO, or startup environments is advantageous.

🏝️ Benefits

• Eligibility for an annual company performance bonus for global team members.

• 15 days of paid time off.

• 10 paid company holidays in the US.

• Opportunities for growth to develop leadership skills.

• Remote work arrangement.

• Reliable internet access support is implied as a work requirement, not a benefit.