Manager, Navigation Service Delivery (Healthcare)

Location: Onsite in Denver, CO (DTC office)

Salary: $69,000 - $86,000

Company

hirify.global is a healthcare guidance company that utilizes clinicians and pharmacists to help patients navigate care and medications via a modern mobile app.

What you will do

• Lead and mentor a team of 8-15 Health Guides to provide world-class concierge service.
• Drive KPI performance, specifically focusing on SLAs, abandon rates, chat response times, and TATs.
• Develop, update, and maintain Standard Operating Procedures (SOPs) to support department operations.
• Collaborate with cross-functional teams (Product, Sales, CSM) to drive training and product improvements.
• Handle escalations, conduct root cause analysis (RCA), and ensure strict compliance with HIPAA and other regulations.
• Manage the full talent lifecycle, including interviewing, hiring, onboarding, and performance evaluations.

Requirements

• 5+ years of experience in healthcare billing or claims processing.
• Must be based in or able to work onsite at the Denver (DTC) office.
• Strong understanding of benefit structures, adjudication rules, and EOBs.
• Ability to translate complex healthcare and insurance topics into clear, common speech.
• Bachelor’s degree in Management or Healthcare (highly preferred).
• Analytical background with experience using data to identify performance gaps and actionable insights.

Nice to have

• 3+ years of contact center management experience.

Culture & Benefits

• Inclusive culture that values diverse thoughts, beliefs, and backgrounds.
• Values-driven environment emphasizing grit, human-first approach, and a desire to delight members.
• Opportunity to work at a high-growth product company backed by major investors like Khosla Ventures and Tiger Global.
• Strong focus on coaching, mentoring, and internal professional growth.