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Director, Member Services

Collective Health, Lehi, UT

Leading the healthcare evolution


We all depend on healthcare throughout our lifetimes, for ourselves, and our families and friends, but it is notoriously difficult to navigate and understand. As an industry that comprises 20% of the US economy we think healthcare should work better for all of us. At Collective Health we believe it’s time for a new day in healthcare where as members we are informed and empowered to make the right care choices when the decisions are urgent and critical. 

Collective Health is expanding its Member Services team in Utah! We believe health benefits should be simple, accessible, and technology-driven. But moreover, we believe healthcare should be grounded by the people that it serves. To accomplish this, we are reimagining the operational core of health insurance. We are seeking leaders to help deliver on this vision.

We are looking for a Director of Member Services to join our Customer Experience team to drive the scaling of critical functions for:

  • Resolving our most complex and sensitive client and member experience cases
  • Developing robust root cause analysis for those cases and driving cross-functional process improvement across the Member Experience Organization
  • Partnering with Client Account Management teams to develop and implement Client Experience Improvement strategy
  • Partnering with Clinical and Operational teams to refine processes and increase collaboration across teams to enable better execution
  • Lead our client Open Enrollment processes to support clients in executing their open enrolment communications teams effectively

This leader will also serve as a key member of the Member Services leadership team and help collaborate and lead across rapidly growing and complex organization.

Responsibilities

  • Oversee and lead the day-today operations of a high performing team
  • Set and meet aggressive performance goals; driving performance, effectiveness and efficiencies
  • Collaborate to measure and report on critical member and client experience measures to illustrate the impact of the team and to help manage client relationships and expectations. 
  • Create, model, and improve processes working cross functionally with multiple teams to improve processes and scale our service offerings while delivering an amazing customer experience
  • Refine feedback loops across the organization to promote cross functional collaboration and better client and member outcomes
  • Help build and cultivate a culture of creativity, passion, drive, diversity and inclusiveness
  • Drive for constant step-change improvements using your leadership skills, analytical abilities, and entrepreneurial grit
  • Help us to become an employer of choice in Utah

Requirements

  • 10+ years experience in Customer Service/Operations
  • 7+ years in leadership an Operations environment
  • Experience within the Healthcare, Self funded, Health Insurance industry strongly preferred
  • Experience leading large teams across multiple sites
  • Experience managing complex work types
  • Experience building and implementing new processes and tools
  • Excellent critical thinking, communication and change management skills coupled with the ability to influence cross-functionally
  • Bachelor’s degree, or equivalent
  • Creative, passionate, and driven about building key business functions that transform customer and employee experiences

This job can be performed in a location where we have an office: San Mateo, CA or Lehi, UT, or hired for remote work in the following states: CA, NV, TX, or UT.

In addition to cash compensation, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/#benefits.

About Collective Health

Founded in 2013, Collective Health has created an ecosystem of innovative partners across care and benefits delivery, as well as built a powerful and flexible infrastructure to better enable employees and their families to understand, navigate, and pay for healthcare. By reducing the administrative lift of delivering health benefits, providing an intuitive member experience, and improving health outcomes, the company guides employees toward healthier lives and companies toward healthier bottom lines. Collective Health is headquartered in San Mateo, CA with locations in Chicago, IL, and Lehi, UT. For more information, please visit collectivehealth.com.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Collective Health is committed to providing support to candidates who require reasonable accommodation during the interview process. If you need assistance, please contact [email protected].

Notice

Scams in which fraudsters impersonate legitimate businesses for personal gain have become common during the pandemic and may be carried out through false websites, fake email addresses, through text messages, through social media, or by phone. Our recruiters use collectivehealth.com, recruiting.collectivehealth.com, and ext.collectivehealth.com email addresses. We do not conduct interviews via text or instant message nor do we ask candidates to download software other than Zoom, or to provide sensitive personally identifiable information such as bank account or social security numbers. If you suspect potential job fraud, please report it to law enforcement and to [email protected].

About Collective Health

While medical technology continues to take giant steps forward, somehow the systems driving health coverage are still stuck in the past. The experience we have today is confusing. It’s painful. And we all deserve better. Collective Health was founded on the belief that better is possible. Driven by our mission to make understanding, navigating, and paying for care effortless, we’ve evolved the way health benefits work. More than 155 million Americans count on an employer for coverage. That's why, with the technology to create a more intelligent solution and the compassion to know that every person matters, we deliver a connected healthcare experience for companies who want the best for their employees.

Want to learn more about Collective Health? Visit Collective Health's website.