Match score not available

Head of Member Services

Remote:

Full Remote

Contract:

Full time

Experience:

Expert & Leadership (>10 years)

Work from:

United States

Offer summary

Qualifications:

12+ years of experience in health insurance, Proven skills in managing large teams, Expertise in member services strategies, Experience with technology solutions, Bachelor's degree; advanced degree preferred.

Key responsabilities:

Develop and implement member services strategy
Foster continuous improvement and innovation
Optimize technology solutions for member access
Ensure team accountability and training
Prepare reports for senior leadership

Sidecar Health Insurance Scaleup https://www.sidecarhealth.com/

201 - 500 Employees

See more Sidecar Health offers

Job description

Sidecar Health is redefining health insurance. Our mission is to make excellent healthcare affordable and attainable for everyone. We know that to accomplish this lofty mission, we need driven people who will make things happen.

The passionate people who make up Sidecar Health’s team come from all over, with backgrounds as tech leaders, policy makers, healthcare professionals, and beyond. And they all have one thing in common—the desire to fix a broken system and make it more personalized, affordable, and transparent.

If you want to use your talents to transform healthcare in the United States, come join us!

About the Role

The Head of Member Services will lead and optimize all member-facing interactions, including teams supporting our members through their healthcare journey and those driving the innovation and enablement that helps our members self-serve. This leader will be crucial in building and running an efficient, high-performing member services department that meets our strategic goals and delivers exceptional service.

What You’ll Do

Develop and lead a comprehensive member services strategy aligned with the company’s vision to deliver best-in-class experiences, focusing on member satisfaction, operational efficiency, and growth objectives
Build and maintain a robust feedback loop with internal functions (product, claims, marketing) to ensure consistency and efficiency in the member experience
Foster a culture of continuous improvement and innovation, focusing on enhancing self-service options, digital tools, and educational resources for members
Implement and optimize technology solutions, such as chatbots and digital portals, in partnership with IT and digital teams to facilitate 24/7 member access and streamline inquiries
Ensure member care teams are accountable, motivated, trained, and equipped to deliver exceptional service, implementing training programs to enhance performance
Continuously assess and refine processes, workflows, and scripts to improve member interactions, drive efficiency, and reduce operational costs
Gather, analyze, and use member feedback to identify and address pain points, collaborating with the head of member experience on actionable solutions
Ensure compliance with regulatory requirements and implement quality assurance programs to monitor and maintain high service standards
Act as the primary point of contact for initiatives impacting member services, ensuring alignment and collaboration with cross-functional teams
Prepare reports for senior leadership, using key performance indicators and data insights to highlight challenges, improvements, and member satisfaction trends

What You’ll Bring

12+ years of experience leading large-scale member or customer operations teams specifically in the health insurance industry, with proven experience managing teams from directors to hourly associates
Proven track record of developing and executing high-impact member services strategies that align with organizational vision and growth objectives
Strong leadership skills with experience managing, motivating, and scaling teams in a fast-paced, member-centric environment
Demonstrated experience implementing technology solutions to streamline service operations and improve member experience
Data-driven mindset, with a strong analytical background and proficiency in leveraging data to make informed decisions
Excellent cross-functional collaboration skills with the ability to build feedback loops and partner effectively with product, claims, marketing, IT, and other organizational functions
Knowledge of regulatory requirements, industry standards, and best practices in member services
Bachelor's degree required; advanced degree in Business, Healthcare Administration, or a related field is a plus

What You'll Get

Competitive salary, bonus opportunity, and equity package
Comprehensive Medical, Dental, and Vision benefits
A 401k retirement plan
Paid vacation and company holidays
Opportunity to make an impact at a rapidly growing mission-driven company transforming healthcare in the U.S

Sidecar Health is an Equal Opportunity employer committed to building a diverse team. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.