Vice President, TPA Member Services

Job not on LinkedIn

🔥 1 minute ago

🌵 Arizona – Remote

🌵 Arizona – Remote

💵 $200k - $270k / year

⏰ Full Time

🔴 Lead

👔 Vice President

👻 Ghost score 0%

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Personify Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2023

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Personify Health is the first personalized health platform company, designed to empower individuals and organizations to achieve better health outcomes through tailored solutions and services. They offer a comprehensive range of solutions including wellbeing navigation, care management, and health plan administration, catering to employers, health systems, health plans, and brokers. Their goal is to simplify healthcare experiences and enhance engagement, ultimately helping businesses optimize their investment in employee health and wellbeing.

📋 Description

• Direct the TPA Member Services department, including directors, managers, and supervisors across US and international sites • Establish consistent culture, standards, and accountability worldwide while respecting local labor laws, practices, and customer needs • Own capacity planning, attrition and retention, leave management, vendor and partner use, and site strategy • Build succession depth, coach managers, and develop organizational talent • Drive results across inbound contact, case resolution, escalations, and quality assurance • Deliver client SLAs, performance guarantees, and contractual obligations through staffing, forecasting, scheduling, and quality operating rhythms • Partner with Account Management and Operations leaders to resolve critical escalations and prevent recurrence • Create and execute a multi-year service transformation roadmap spanning automation, self-service, workflow improvement, and AI-enabled tools • Identify and eliminate costly rework and handoffs • Own the Member Services budget, cost per contact, and productivity targets • Report trends, root causes, and corrective actions to executives and clients • Represent Member Services in client meetings, implementations, and renewals • Contribute to enterprise strategy • Travel 15–25%

🎯 Requirements

• Bachelor’s degree or equivalent experience • 12+ years of experience in service operations, contact center, or member/customer experience leadership • 5+ years leading multi-site or multi-layer organizations • 5+ years of leadership experience in a TPA, healthcare organization, or benefits administration • Proven record of running a large-scale service operation against client or contractual SLAs • Experience leading global teams across multiple geographies and time zones, including onsite and remote workforces • Track record of leading transformation work, such as automation, digital self-service, or technology-enabled process redesign, with measurable results • ITIL experience preferred • Financial expertise, including budget ownership and unit-cost management • Workforce management, including forecasting, scheduling, and capacity planning • Quality assurance and SLA performance management • Data analysis to diagnose problems, set targets, and drive decisions • Automation, digital self-service, and AI-enabled service tools

🏖️ Benefits

• Competitive base salary • Comprehensive medical and dental coverage effective day one • Unlimited PTO • Mental health support • Retirement planning • Financial protection • Professional development • Clear career progression • Learning budgets • Wellness programs • Other employee perks • Full benefits package starting day one