Head of Member Services

Summary

Join us at Sidecar Health and lead our member services team to deliver best-in-class experiences, focusing on member satisfaction, operational efficiency, and growth objectives.

Requirements

• 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

Responsibilities

• 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

Benefits

• Competitive salary
• Bonus opportunity
• Equity package
• Comprehensive Medical, Dental, and Vision benefits
• A 401k retirement plan
• Paid vacation
• Company holidays