Director of Member Services

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November 20

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SafeRide Health

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Healthcare Insurance • Transport

SafeRide Health is a company that enhances non-emergency medical transportation (NEMT) through advanced technology and a digitized network, ensuring patients access the right care at the right time. They offer a tech-first, member-centric approach enabling seamless access to transportation services, customizable platforms to fit any health plan, and real-time visibility into rides for reliability and peace of mind. SafeRide Health partners with a broad network of transportation providers to offer nationwide coverage and flexible services, focusing on improving access to life-sustaining care and transforming patient transport experiences.

501 - 1000 employees

⚕️ Healthcare Insurance

🚗 Transport

📋 Description

• Lead, mentor, and develop Member Services leaders across all functions. • Build career pathways and professional growth opportunities for managers and supervisors. • Foster collaboration and alignment across supervisors, managers, and specialists. • Oversee day-to-day call center operations, ensuring efficiency, accuracy, and empathy in every member interaction. • Manage escalations and quality assurance programs, driving improvements through data-driven insights. • Establish, monitor, and report on KPIs related to service quality, efficiency, compliance, and resolution. • Drive workforce management strategies including staffing models, scheduling, and workload balancing. • Ensure regulatory and contractual compliance with Medicaid, Medicare Advantage, and health plan partner requirements. • Champion SafeRide’s member-first culture with a focus on empathy, accessibility, and resolution speed. • Lead the Focus Member program and initiatives that enhance satisfaction and reduce escalations. • Proactively address grievances and implement initiatives to continuously elevate member experience. • Analyze operational, quality, and member experience data to identify trends, gaps, and strategic improvement opportunities. • Translate performance insights into clear strategic recommendations that influence organizational decision-making. • Collaborate with Product, Operations, BI, Finance, and Compliance to turn operational insights into scalable solutions, align budgets and staffing with growth needs, and support the rollout of technology and process improvements. • Support the design and rollout of new service offerings (e.g., specialized programs for vulnerable populations). • Develop and present executive-level reports, dashboards, and presentations for C-suite and client stakeholders. • Act as a subject matter expert in client-facing and regulatory conversations related to Member Services. • Build trusted relationships with external partners, regulators, and internal cross-functional teams.

🎯 Requirements

• 8+ years of progressive leadership experience in customer service, call center operations, or healthcare services. • 3+ years in a senior management role overseeing multi-layered teams and complex service lines. • Proven ability to manage high-volume service environments with distributed teams. • Strong knowledge of call center technologies, workforce management, and quality metrics. • Demonstrated track record of improving member satisfaction, reducing escalations, and driving operational efficiency. • Excellent communication, leadership, and change management skills. • Bachelor’s degree in Business, Healthcare Administration, or a related field (or equivalent experience). • Strong analytical skills with the ability to interpret complex data, identify trends, and drive strategic recommendations. • Demonstrated experience presenting operational performance, insights, or strategic plans to senior executives or external partners. • Proficiency creating executive-ready presentations (e.g., PowerPoint) that communicate insights clearly and persuasively. • Willingness to travel up to 30% of the time for internal meetings, partner visits, and operational leadership needs.

🏖️ Benefits

• Competitive salary, annual bonus opportunities, and equity options • Comprehensive medical, dental, and vision insurance • 401(k) with company match • Generous PTO, paid company holidays, and paid parental leave • Career growth and development opportunities in a mission-driven organization