Member Services Lead

Role overview A people-leadership role on the Member Services team for a digital health company focused on reversing and preventing chronic metabolic conditions through an AI Digital Twin platform. The Member Services Lead manages a frontline contact center team that supports members from initial eligibility questions through enrollment, device setup, and ongoing care, with the goal of resolving every need in a single interaction. The role is hands-on: coaching representatives, running real-time floor management, and turning quality data into coaching that actually changes behavior.

Responsibilities - Lead, coach, and develop Member Service Representatives, owning day-to-day performance, productivity, and growth. - Hold consistent weekly one-on-ones with documented coaching, clear goals, and follow-through on prior feedback. - Onboard and ramp new hires, partnering with training to close knowledge gaps quickly. - Address performance concerns directly and early with clear expectation setting and documentation, while recognizing those who go above and beyond. - Complete regular call audits and quality assurance evaluations with written feedback tied to specific moments in the call. - Participate in calibration sessions with peer leads, vendor partners, and leadership to keep scoring consistent across teams and channels. - Turn QA trends into targeted coaching, refreshed talk tracks, and training recommendations. - Manage the floor in real time, monitoring queue health, wait times, and availability, and redeploying staff across calls, tickets, and work-queue tasks as demand shifts. - Serve as the first escalation point for members and representatives, routing clinical, product, or client issues to the right owners. - Track and report on service level, abandon rate, average handle time, one-call resolution, quality scores, and schedule adherence. - Use CRM, ticketing, telephony, and reporting dashboards to spot trends, surface capacity constraints, and drive improvements. - Flag process, tooling, and SOP gaps with proposed fixes and partner across Enrollment, Member Support, Product, and Clinical to close them. - Maintain compliance with HIPAA and all regulatory and documentation standards.

Requirements - Two or more years leading a frontline team in a contact center, member services, or customer support environment, with direct responsibility for coaching and performance management; healthcare experience is strongly preferred. - Hands-on experience running one-on-ones, call audits, quality assurance, and calibration sessions, with a clear point of view on what a great member call sounds like. - Comfort making decisions from data, including pulling reports, spotting trends, and acting on observations. - Experience with Salesforce, Zendesk, and Talkdesk, or comparable CRM, ticketing, and telephony platforms. - Strong written and verbal communication, including the ability to give direct feedback with warmth and write clearly for cross-functional and senior audiences. - Sound judgment under pressure in a fast-moving environment where priorities shift based on member needs. - Genuine empathy for members navigating health challenges or new technology. - A quiet, professional remote workspace with high-speed internet and reliable phone service. - Bilingual Spanish-speaking ability is strongly preferred. - Authorization to work for any employer in the U.S. without visa sponsorship.

Benefits and work setup - Remote opportunity based in the U.S. - Compensation range of $72,000–$85,000 USD, plus equity participation. - Unlimited vacation with manager approval. - Sixteen weeks of 100% paid parental leave for delivering parents and eight weeks for non-delivering parents. - 100% employer-sponsored healthcare, dental, and vision for employees, with 80% family coverage, plus HSA and FSA options. - 401(k) retirement savings plan.