Remote Member Experience Team Lead & Ops Coach

RXinsider LTD.; New Jersey; Hybrid; USD 85,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental, Vision Coverage

Flexible Spending Account & Health SAV

Employee Assistance Program

Disability Coverage

Life insurance

401(k) with company match

Employee Stock Purchase Plan (ESPP)

Paid Time Off & holidays

Perks and Benefits Discounts

Job summary

Managed Health Care Associates, Inc. (MHA) is seeking a Senior Specialist, Member Experience Team Lead to guide Account Representatives and drive onboarding, training, and performance excellence.

You will coordinate cross-functional collaboration with Sales, IT, and Product, while optimizing workflows and ensuring high-quality member experiences. The role emphasizes process improvement, automation initiatives, and ongoing coaching to elevate team performance and service standards across

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.
• Prior experience leading, coordinating, or overseeing small teams of approximately 10 or fewer employees.
• Experience supporting recruitment, interviewing, 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.
• Monitor capacity, workflow efficiency, and turnaround times; identify bottlenecks and implement solutions.
• Act as the primary subject matter expert for Member Experience operations, onboarding, and related processes.

Skills

Team leadership

Customer success

Process improvement

Recruiting support

Onboarding training

Cross-functional collaboration

Automation awareness

Education

Bachelor's degree or equivalent

Tools

Salesforce

Mercury

Member portals

Job description

Managed Health Care Associates, Inc. (MHA) is seeking a Senior Specialist, Member Experience Team Lead to guide Account Representatives and drive onboarding, training, and performance excellence.

You will coordinate cross-functional collaboration with Sales, IT, and Product, while optimizing workflows and ensuring high-quality member experiences. The role emphasizes process improvement, automation initiatives, and ongoing coaching to elevate team performance and service standards across