Member Experience Team Lead — Operations & Coaching

Verathon Inc; Northern (KY); Hybrid; USD 85,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental, Vision Coverage

401(k) with company match

Employee Stock Purchase Plan (ESPP)

Paid Time Off

Job summary

Managed Health Care Associates, Inc. is seeking a Senior Specialist, Member Experience Team Lead to guide Account Representatives and related roles. You will provide daily leadership, ensure service standards, and drive onboarding and training initiatives across the team.

You will collaborate with Sales, IT, and other partners, lead process improvements, and help implement automation in member experience operations, with a focus on delivering high-quality service and operational excellence.

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 related field.
• Experience leading, coordinating, or overseeing small teams of approximately 10 or fewer employees.
• Experience supporting recruitment, onboarding, training, and employee development activities.

Responsibilities

• Serve as the functional lead for Account Representatives, Senior Account Representatives, and Associate Account Representatives.
• Provide day-to-day leadership, guidance, and support to ensure consistent execution of team priorities and service standards.
• Coordinate workload distribution, queue management, and resource allocation to optimize productivity and member service levels.
• Monitor team capacity and turnaround times; identify bottlenecks and implement solutions to improve performance.
• Act as primary escalation point for onboarding, eligibility, account maintenance, and member service issues.
• Support Sr. Manager in executing departmental goals, projects, and initiatives.
• Assist in establishing team priorities and accountability for deliverables.

Education

Bachelor's degree or equivalent

Tools

Salesforce

Mercury

Member portals

Job description

Managed Health Care Associates, Inc. is seeking a Senior Specialist, Member Experience Team Lead to guide Account Representatives and related roles. You will provide daily leadership, ensure service standards, and drive onboarding and training initiatives across the team.

You will collaborate with Sales, IT, and other partners, lead process improvements, and help implement automation in member experience operations, with a focus on delivering high-quality service and operational excellence.