Lead, Member Experience Ops (Remote)

RXinsider LTD.; Northern (KY); Hybrid; USD 85,000 - 100,000; Full time

Job summary

Managed Health Care Associates, Inc. (MHA) is seeking a Senior Specialist, Member Experience Team Lead to guide the Member Experience team, oversee onboarding, training, and performance coaching, and drive process improvements and automation initiatives across operations.

The role acts as SME for onboarding, eligibility, account maintenance, and service delivery, coordinating with Sales, Contract Operations, IT, and Product to ensure a high-quality member experience.

Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
• 5+ years of experience in member services, account management, customer success, healthcare operations, specialty pharmacy, or a related field.
• Experience leading small teams (approx. 10 or fewer).
• Experience supporting recruitment, onboarding, training, and employee development.
• Experience providing performance guidance and day-to-day operational leadership.
• Experience leading cross-functional projects and workflow automation.

Responsibilities

• Serve as the functional lead for Account Representatives and related roles.
• Provide day-to-day leadership, guidance, and support to ensure consistent execution of priorities and service standards.
• Coordinate workload distribution, queue management, and resource allocation.
• Monitor capacity and turnaround times; identify bottlenecks and implement solutions.
• Act as primary escalation point for onboarding, eligibility, and member service issues.
• Support development of training curricula and career development pathways.
• Foster a collaborative, service-focused culture with accountability.

Skills

Team leadership

Onboarding

Coaching

Cross-functional collaboration

Process improvement

Education

Bachelor's degree or equivalent

Tools

Salesforce

Mercury

Job description

Managed Health Care Associates, Inc. (MHA) is seeking a Senior Specialist, Member Experience Team Lead to guide the Member Experience team, oversee onboarding, training, and performance coaching, and drive process improvements and automation initiatives across operations.

The role acts as SME for onboarding, eligibility, account maintenance, and service delivery, coordinating with Sales, Contract Operations, IT, and Product to ensure a high-quality member experience.