Head of Member Services
Sidecar Health is redefining health insurance. Our mission is to make excellent healthcare affordable and attainable for everyone. We know that to accomplish this lofty mission, we need driven people who will make things happen.
The passionate people who make up Sidecar Health’s team come from all over, with backgrounds as tech leaders, policy makers, healthcare professionals, and beyond. And they all have one thing in common—the desire to fix a broken system and make it more personalized, affordable, and transparent.
If you want to use your talents to transform healthcare in the United States, come join us!
About the Role
The Head of Member Services will lead and optimize all member-facing interactions, including teams supporting our members through their healthcare journey and those driving the innovation and enablement that helps our members self-serve. This leader will be crucial in building and running an efficient, high-performing member services department that meets our strategic goals and delivers exceptional service.
What You’ll Do
- Develop and lead a comprehensive member services strategy aligned with the company’s vision to deliver best-in-class experiences, focusing on member satisfaction, operational efficiency, and growth objectives
- Build and maintain a robust feedback loop with internal functions (product, claims, marketing) to ensure consistency and efficiency in the member experience
- Foster a culture of continuous improvement and innovation, focusing on enhancing self-service options, digital tools, and educational resources for members
- Implement and optimize technology solutions, such as chatbots and digital portals, in partnership with IT and digital teams to facilitate 24/7 member access and streamline inquiries
- Ensure member care teams are accountable, motivated, trained, and equipped to deliver exceptional service, implementing training programs to enhance performance
- Continuously assess and refine processes, workflows, and scripts to improve member interactions, drive efficiency, and reduce operational costs
- Gather, analyze, and use member feedback to identify and address pain points, collaborating with the head of member experience on actionable solutions
- Ensure compliance with regulatory requirements and implement quality assurance programs to monitor and maintain high service standards
- Act as the primary point of contact for initiatives impacting member services, ensuring alignment and collaboration with cross-functional teams
- Prepare reports for senior leadership, using key performance indicators and data insights to highlight challenges, improvements, and member satisfaction trends
What You’ll Bring
- 12+ years of experience leading large-scale member or customer operations teams specifically in the health insurance industry, with proven experience managing teams from directors to hourly associates
- Proven track record of developing and executing high-impact member services strategies that align with organizational vision and growth objectives
- Strong leadership skills with experience managing, motivating, and scaling teams in a fast-paced, member-centric environment
- Demonstrated experience implementing technology solutions to streamline service operations and improve member experience
- Data-driven mindset, with a strong analytical background and proficiency in leveraging data to make informed decisions
- Excellent cross-functional collaboration skills with the ability to build feedback loops and partner effectively with product, claims, marketing, IT, and other organizational functions
- Knowledge of regulatory requirements, industry standards, and best practices in member services
- Bachelor's degree required; advanced degree in Business, Healthcare Administration, or a related field is a plus
What You'll Get
- Competitive salary, bonus opportunity, and equity package
- Comprehensive Medical, Dental, and Vision benefits
- A 401k retirement plan
- Paid vacation and company holidays
- Opportunity to make an impact at a rapidly growing mission-driven company transforming healthcare in the U.S
Sidecar Health is an Equal Opportunity employer committed to building a diverse team. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
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