Director of Member Experience & Support Operations

Smirk Health; Austin (TX); Hybrid; USD 140,000 - 200,000; Full time

Benefits offered by this job

401(k) matching

Health insurance

Vision insurance

Flexible spending account

Life insurance

Paid time off

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Healthcare ops experience

Vendor management

UAT/QA testing

Product team collaboration

Education

Accident and Health producer license

Job description

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.