Sr. Specialist, Member Experience Team Lead
New
J
JobgetherHealthcare Operations
Based in United StatesFull-TimeSenior
Salary85,000 - 100,000 USD per year
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Job Details
- Experience
- At least 5 years of experience
- Required Skills
- Data AnalysisSalesforceChange ManagementCustomer SuccessAccount ManagementProcess improvement
Requirements
- Bachelor’s degree or equivalent combination of education and professional experience.
- At least 5 years of experience in member services, account management, customer success, healthcare operations, or specialty pharmacy.
- Proven experience leading, coordinating, or overseeing small teams of approximately 10 or fewer employees.
- Experience supporting recruitment, interviewing, onboarding, training, and employee development.
- Demonstrated ability to provide day-to-day operational leadership and coaching.
- Experience leading cross-functional projects, operational improvement, process redesign, or change management.
- Proven track record of identifying opportunities for workflow automation and efficiency.
- Strong understanding of operational workflows, service delivery, and quality management principles.
- Excellent problem-solving, analytical, organizational, and prioritization skills.
- Strong communication and interpersonal skills to influence and collaborate across teams.
- Ability to drive accountability without direct reporting authority.
- Familiarity with CRM, portal, or operational technology platforms (Salesforce experience is advantageous).
Responsibilities
- Serve as the functional lead for Account Representatives, providing daily guidance on priorities and service standards.
- Coordinate workload distribution, queue management, and resource allocation to optimize team productivity.
- Monitor workflow efficiency and operational bottlenecks, implementing solutions to improve performance.
- Act as the primary escalation point for complex onboarding, eligibility, and service issues.
- Lead process mapping, workflow optimization, and future-state process design initiatives.
- Identify opportunities to automate manual processes and partner with teams to implement system enhancements.
- Analyze performance data to identify trends, root causes, and recommend actionable improvements.
- Support recruitment, candidate screening, interviewing, training, and employee development.
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