Sr. Specialist, Member Experience Team Lead

📋 Description

• Serve as functional lead for Account Representatives, providing daily guidance on priorities
• Coordinate workload distribution, queue management, and resource allocation
• Monitor workflow efficiency, turnaround times, capacity, and bottlenecks; implement solutions
• Act as primary escalation point for complex onboarding, eligibility, account maintenance, and
• Support departmental goals and strategic initiatives in partnership with senior leadership
• Support recruitment, candidate screening, interviewing, selection, onboarding, and training

🎯 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
• Previous experience leading, coordinating, or overseeing small teams (ideally ~10 or fewer
• Experience supporting recruitment, interviewing, onboarding, training, employee development, and
• Demonstrated ability to provide day-to-day operational leadership and coach team members
• Experience leading cross-functional projects, operational improvement initiatives, process

🎁 Benefits

• Medical, dental, vision, and prescription coverage
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options with company contributions
• Employee Assistance Program (EAP)
• Telehealth access
• Fitness reimbursement
• Commuter benefit program