Member Services Team Lead – Medication Access & Support Programs

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions.

About the Opportunity

The organization is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Its award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. More than 2,000 employers and health plans trust the organization's end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Recognized for innovation and industry leadership, the organization has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work.

The organization is seeking a Team Lead to support frontline associates working on a new medication access and pharmacy supported care program. This is a player-coach role focused on real-time execution, coaching, and first-line escalation. The individual will be closely embedded in daily operations, ensuring queues are healthy, issues are resolved quickly, and associates are supported as they navigate complex pharmacy and insurance workflows. This role is ideal for someone with strong operational instincts who enjoys being close to the work and developing others. The Member Services team supports members 7 days a week; shift availability will vary.

Responsibilities

• Real-Time Execution & Queue Ownership
  • Own real-time execution during assigned shifts across chat and phone queues.
  • Monitor queue health, coverage, and workload distribution to ensure timely responses.
  • Step in directly to handle complex cases or volume spikes as needed.
• Team Leadership & Coaching
  • Serve as day-to-day support for a team of Member Services Associates.
  • Provide real-time coaching on judgment calls, prioritization, and handling ambiguous cases where no clear script exists.
  • Conduct quality reviews and deliver clear, actionable feedback.
  • Support onboarding and ramping of new hires.
• Escalations & Issue Resolution
  • Act as the first-line escalation point for pharmacy and insurance issues including missing information, coverage rejects, routing questions, and fulfillment delays.
  • Partner with internal teams to resolve escalated member issues while maintaining non-clinical boundaries.
  • Ensure appropriate handling and escalation of safety concerns or sensitive disclosures.
• Operational Excellence
  • Ensure consistent execution of SOPs, scripts, and workflows.
  • Identify breakdowns in workflows and flag patterns or risks to leadership.
  • Help test, roll out, and reinforce new workflows, macros, or tooling changes.
  • Support team performance across response time, resolution quality, and member satisfaction.

Requirements

• 2–4 years of experience in healthcare support, pharmacy operations, insurance navigation, or related fields.
• Prior experience coaching, mentoring, or acting as a senior or lead in a frontline environment.
• Strong understanding of pharmacy workflows, insurance coverage concepts, and medication access processes.
• Comfort handling escalations and emotionally charged member situations.
• Strong written and verbal communication skills.
• Ability to balance hands-on work with people leadership.

Qualifications

Preferred Qualifications

• Experience supporting specialty or high-demand medications.
• Experience with Zendesk (highly preferred) or other CX tools.
• Familiarity with QA frameworks and support performance metrics.
• Experience helping teams adopt new tools or workflows.
• Fluency in Spanish or another commonly spoken member language.

Pay

The base salary range for this role is $89,000 - $105,000 per year. The role is also entitled to receive equity. Individual pay decisions are based on qualifications, experience level, and skillset.

Benefits

The benefits are designed to support your health, well-being, and career development, helping you thrive both personally and professionally.

• Employer-covered health, dental, and insurance plan options.
• Access to the full platform and specialists, including care for mental health, reproductive health, family planning, and pediatrics.
• Whole-self care through wellness partnerships.
• Hybrid work, in-office meals, and work-together days.
• 16 weeks 100% paid parental leave and new parent stipend (for those who've been with the organization for 1 year+).
• Annual professional development stipend and access to a personal career coach through the platform.
• 401K matching for US-based employees, with immediate vesting.

These benefits are applicable to US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits.