Head of Member Services

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.