Description
The Manager of Member Services is responsible for overseeing daily operations of the customer support team to ensure an exceptional experience for all telemedicine members. This role focuses on improving member satisfaction, streamlining service workflows, coaching team members, and ensuring that all interactions align with the company’s mission to deliver accessible, high-quality virtual care.
The ideal candidate is a proactive, people-centric leader with a passion for service excellence, healthcare access, and team development in a digital health environment.
This is a REMOTE /Onsite (as applicable) position
Team Leadership & Development:
- Manage, coach, and mentor a team of member service representatives and team leads.
- Set performance goals, conduct regular evaluations, and create professional development plans.
- Schedule team shifts to ensure 24/7 or extended coverage (if applicable).
Service Excellence & Member Support:
- Oversee resolution of member issues related to account access, appointment scheduling, billing, technical issues, and satisfaction.
- Monitor service quality metrics (e.g., response time, first-contact resolution, NPS/CSAT).
- Handle escalated member concerns with empathy and efficiency.
Process Improvement:
- Evaluate current workflows and implement process improvements to reduce friction and improve efficiency.
- Collaborate with Product, Engineering, and Clinical teams to address recurring issues.
- Assist in developing member-facing resources like FAQs, tutorials, and chatbot scripts.
Reporting & Metrics:
- Track KPIs and generate regular reports on team performance, volume trends, and member feedback.
- Use insights to recommend operational changes and training needs.
Compliance & Privacy:
- Ensure member interactions are handled in compliance with HIPAA, internal policies, and privacy protocols.
- Participate in audits, incident reviews, and quality assurance programs.
Other duties as assigned
Requirements
- Bachelor’s degree OR equivalent experience in healthcare, business, or customer service.
- 3–5 years of experience in a customer support or patient services role, including team leadership.
- Experience in telehealth, digital health, or healthcare call center strongly preferred.
- Excellent interpersonal and written communication skills.
- Strong problem-solving and decision-making abilities.
- Comfortable using CRM, helpdesk platforms (e.g., Zendesk, Salesforce Health Cloud), and analytics tools.
Preferred Skills:
- Bilingual (Spanish or other languages) a plus
- Experience with HIPAA-compliant tools and procedures
- Familiarity with virtual care platforms and patient portal systems
