Member Experience Leader, Healthcare Operations

WeShare Health; Orange (CA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive Salary

Impactful healthcare industry work

Collaborative culture with founders

Job summary

Unite Health Share Ministries (UHSM) seeks a Member Services Manager to build a high-performing, member-centered department. You will lead Team Leads, shape standards, and own escalations and process decisions with an empathic, precise communication style.

You’ll drive operations excellence by maintaining SOPs, templates, and knowledge content, while partnering with Claims, Billing, QA, and Ops to remove blockers and improve cross-functional handoffs.

Qualifications

• Bachelor’s degree preferred.
• Experience in healthcare, benefits, insurance, or health share industry.
• Proven experience managing Team Leads and frontline service teams.
• Strong operational and organizational skills: coverage planning, prioritization, workload management.
• Strong performance management skills: 1:1s, scorecards, coaching, accountability, and development plans.
• Ability to become an SME and explain complex topics clearly and empathetically.
• Customer-first mindset with de-escalation skills and emotional intelligence.
• Strong problem-solving ability with trend analysis and process improvement.

Responsibilities

• Lead and develop Team Leads, with clear performance expectations.
• Build scorecards for KPIs like quality, adherence, documentation, and resolution time.
• Own SOPs, templates, scripts, and knowledge base content.
• Track drivers of contacts and issues to drive targeted improvements.
• Collaborate with Claims, Billing, QA, and Operations to remove blockers and improve handoffs.

Skills

Team leadership

Operations management

Customer service

Quality assurance

Coaching & development

Escalation handling

Communication

Education

Bachelor’s degree preferred

Tools

CRM / case management tools

Job description

Unite Health Share Ministries (UHSM) seeks a Member Services Manager to build a high-performing, member-centered department. You will lead Team Leads, shape standards, and own escalations and process decisions with an empathic, precise communication style.

You’ll drive operations excellence by maintaining SOPs, templates, and knowledge content, while partnering with Claims, Billing, QA, and Ops to remove blockers and improve cross-functional handoffs.