Member Care Team Lead

Compensation: $23 to $25 an hour/paid weekly • Remote • Texas • Full-time 

We are hiring a Member Care Team Lead to guide a team of representatives supporting members of an emerging Catholic Values, Pro-Life health sharing organization. In this role, you will lead day-to-day member care operations; overseeing team performance, handling escalations, and ensuring a consistent, compassionate member experience. You will work inside our customer’s CRM and contact center platform while fostering a culture of excellence, empathy, and collegiality. 

Daily Leadership Responsibilities 

The Team Lead sets the tone each day and keeps operations running smoothly. Typical daily duties include: 

• Open each shift with a brief team prayer (welcomed but never required), followed by a daily briefing covering what to expect for the day.
• Communicate important updates from Mpathic Leadership and customer ownership to the team.
• Lead and support a team of Member Care Representatives in delivering consistent, compassionate member service. 
• Communicate the values and benefits of the health sharing program clearly and warmly.
• Monitor and maintain a live running log tracking key member care items: Policy Cancellations, Pregnancy Tracker, Cash Pay Submissions, Members discovered to be ineligible, etc. 
• Ensure accurate and thorough call documentation by all team members; proper documentation is critical to this role. 
• Serve as first point of escalation for complex or sensitive member situations.
• Provide real-time coaching and conduct regular 1:1s with team members. 
• Coordinate with clinical, onboarding, reflect team, and Mpathic leadership as needed. 
• Uphold the customer’s Catholic and Christian identity in all aspects of the role.
• Perform other duties as assigned. 

Inbound Call Responsibilities 

Team members handle three categories of inbound calls. The Team Lead ensures representatives follow these protocols and escalate appropriately. 

Member Care Calls 

• Verify eligibility and perform HIPAA compliance: confirm Member ID, Name, DOB, and Effective Membership Date 
• Transfer to Reflect team for benefits, accumulators, and claims status calls 
• Assist members with obtaining new ID cards 
• Process cancellation requests 
• Update member portal information: address, email, phone number, payment info 
• Provide instructions on how to submit a cash pay claim to Reflect 
• Email supporting documents upon request: Brochure, Policy Forms, Eligibility Guidelines, Claims Forms, Prescription Formulary, Policy on Prescription Drugs 

Provider Calls 

• Verify eligibility and perform HIPAA compliance: confirm Member ID, Name, DOB, Effective Membership Date 
• Transfer to Reflect team for benefits, accumulators, claims status calls, pre-auth escalation, or escalation to Alex 

Agent Support Calls 

• Assist with member portal login issues and password reset links 
• Update account information for commission and demographics 
• Assist with application pipeline issues: blocked applications, re-send signature links, etc. 
• Email supporting documents upon request: same document set as Member Care above 

About Mpathic

Mpathic’s mission is to help enterprises fulfill their mission by delivering superlative omnichannel contact center services, leveraging technology that reduces customer effort while magnifying humanity. We believe every interaction is an unrepeatable opportunity to make someone’s life better. We bring this philosophy into everything we do—including how we build, support, and operate our technology. We are looking for professionals who combine deep technical expertise with empathy, ownership, and a genuine commitment to helping others succeed.

• 1+ year experience leading or mentoring a customer service, call center, or member services team 
• Superb verbal and written communication skills; clear, warm, and professional 
• Maintain a compassionate and empathetic approach, yet firm when needed
• Working knowledge of Catholic Church teachings on the sanctity of life 
• Meticulous documentation habits; accurate, thorough logging of every member interaction is non-negotiable 
• Comfortable using CRM platforms and contact center tools (training provided on our customer’s stack) 
• Experience with Office 365 applications 
• High School Diploma or equivalent; college degree preferred 
• Must clear all required background checks and provide proof of eligibility to work in the United States 

Preferred 

• HIPAA knowledge or healthcare / health insurance adjacent experience 
• Spanish language proficiency 
• Familiarity with Individual Health or health sharing plans in Texas 
• Experience in a remote-first team environment 

Work from Home Requirements 

• Reliable Windows 11 or macOS 12+ computer (no Chromebooks); second monitor preferred 
• 8 GB RAM minimum (16 GB preferred); SSD recommended 
• High-speed internet: 25 Mbps download / 5 Mbps upload or better 
• Webcam and USB wired headset with microphone for video conferencing 
• Comfortable installing software, security tools, VPN, and MFA applications 
• Secure, private workspace suitable for professional calls during business hours