Director of Member Experience

Smirk Health; Austin (TX); Híbrido; USD 140.000 - 200.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401(k) matching

Health insurance

Vision insurance

Flexible spending account

Life insurance

Paid time off

Descripción de la vacante

Smirk Health in Austin, TX seeks a Director of Member Experience to own the member and employer journey post-sale. This hands-on leader will start by answering calls, handling escalations, and shaping scalable support processes as enrollment grows.

You'll partner with Product, manage vendor relationships including the carrier and TPAs, ensure HIPAA-compliant handling, and build a high-performing team that delivers a seamless, transparent benefits experience for members.

Formación

• Active Accident and Health producer license in resident state or obtained within 60 days of hire.
• Experience in healthcare operations, health insurance administration, revenue cycle, or payer/provider operations; 5 years minimum.
• Willingness to work hands-on while building longer-term processes.

Responsabilidades

• Answer member and provider calls and emails, and handle enrollment, coverage, and claims questions and escalations.
• Serve as Smirk's day-to-day contact with our insurance carrier and our liaison with providers.
• Manage day-to-day relationships with the TPA, provider network, telehealth, and support vendors, including scorecards and SLAs.
• Partner closely with Product: share member feedback, weigh in on new features, and lead UAT and QA testing of our app and web experience.
• Own the handoff between Ailene and human support.
• Support year-round member enrollment and employer onboarding, including open enrollment when an employer chooses to hold one.
• Maintain the member complaint log and handle member information in line with HIPAA.
• Build the support operation as Smirk grows.

Conocimientos

Healthcare ops experience

Vendor management

UAT/QA testing

Product team collaboration

Educación

Accident and Health producer license

Descripción del empleo

Company Description Smirk Health is reimagining how people access and use health benefits. We’re pioneering a new category, Mobile Benefits, built around the individual and the way people work and live today. Unlike traditional employer-tied benefits, Smirk empowers individuals to choose benefits that fit their needs and budgets, keep them as they move between jobs, and understand what their benefits pay before they need care. By combining insured health benefits, Ailene™, our AI Care Concierge, and the Smirk Wallet™, we’re bringing greater simplicity, transparency, and control to how people access care and manage healthcare costs. Finally. Health benefits built for today’s workers.

Director of Member Experience

Hybrid Office/Remote in Austin, TX

Reports to: Chief Operating Officer

The Director of Member Experience owns the member and employer experience after the sale. This is a hands-on role: at the start, you will personally answer member and provider calls and handle escalations. As membership grows, you will build the processes, vendor relationships, and team needed to scale support.

Why This Role Matters

Smirk is built on the belief that health benefits should be simple to buy, easy to understand, and easy to use. Members test that promise after they enroll, when they have a question, need care, or run into a problem. Behind each of those moments are several parties, including Smirk, the carrier, providers, and vendors. This role is responsible for making them work as one experience for the member, and for bringing what members and providers tell us back to the Product team so the platform keeps improving. Done well, this work drives retention, employer confidence, and Smirk's reputation in the market.

What You'll Do

• Answer member and provider calls and emails, and handle enrollment, coverage, and claims questions and escalations.
• Serve as Smirk's day-to-day contact with our insurance carrier and our liaison with providers.
• Manage day-to-day relationships with the TPA, provider network, telehealth, and support vendors, including scorecards and SLAs.
• Partner closely with Product: share member feedback, weigh in on new features, and lead UAT and QA testing of our app and web experience.
• Own the handoff between Ailene™ and human support.
• Support year-round member enrollment and employer onboarding, including open enrollment when an employer chooses to hold one.
• Maintain the member complaint log and handle member information in line with HIPAA.
• Build the support operation as Smirk grows.

What You'll Bring

• Required: Active Accident and Health producer license in your resident state, or obtained within 60 days of hire. Smirk will support nonresident licensing.
• Required: Experience in healthcare operations, health insurance administration, revenue cycle, or payer/provider operations; 5 years minimum.
• Required: Willingness to work hands-on while building longer-term processes.
• Preferred: Startup, health tech, or insurtech experience; vendor management; employer onboarding; UAT/QA testing; experience working with product teams.
• 401(k) matching
• Health insurance
• Vision insurance
• Flexible spending account
• Life insurance
• Paid time off

Experience:

• Healthcare revenue cycle management: 5 years (Required)

License/Certification:

• Insurance Producer License (Preferred)

Work Location: Hybrid Office/Remote in Austin, TX