Senior Specialist, Team Lead Member Experience

About the role

Managed Health Care Associates, Inc. (MHA) provides care communities access, solutions, and insights to help them run their businesses more effectively. Our members include post-acute providers across the care continuum, including long-term care, home infusion, specialty pharmacies, senior living, and other group living facilities.

What You'll Be Doing

Team Leadership & Operational Oversight

• Serve as the functional lead for Account Representatives, Senior Account Representatives, and Associate Account Representatives
• Provide day-to-day leadership, guidance, and support to ensure consistent execution of team priorities, service standards, and operational objectives
• Coordinate workload distribution, queue management, and resource allocation to optimize productivity and member service levels
• Monitor team capacity, workflow efficiency, and turnaround times; identify bottlenecks and implement solutions to improve performance
• Serve as the primary escalation point for complex onboarding, eligibility, account maintenance, and member service issues
• Support the Sr. Manager, Member Experience in executing departmental goals, projects, and operational initiatives
• Assist in establishing team priorities, monitoring progress, and driving accountability for key deliverables

Team Development, Onboarding & Performance Support

• Support recruitment activities, including candidate screening, interviewing, and selection recommendations
• Lead onboarding and training programs to ensure successful integration of new team members
• Provide ongoing coaching, mentoring, and development support to improve individual and team performance
• Assist in monitoring employee performance and identifying development opportunities and performance concerns
• Conduct regular knowledge-sharing sessions and promote adoption of best practices across the team
• Support development of training curricula, competency models, skill assessments, and career development pathways
• Foster a collaborative, service-focused culture that promotes accountability, continuous learning, and operational excellence

Subject Matter Expertise & Cross-Functional Leadership

• Serve as the primary subject matter expert for Member Experience operations, onboarding, eligibility, account maintenance, service delivery processes, and specialty pharmacy programs
• Provide guidance and support for complex operational scenarios, escalations, and member-impacting issues
• Maintain expertise in program requirements, operational workflows, pricing structures, portal functionality, and related business processes
• Act as the operational liaison between Member Experience, Sales, Contract Operations, Network, Product, IT, and other business partners
• Represent Member Experience in cross-functional projects, operational reviews, and process improvement initiatives
• Support implementation of new products, services, operational processes, and member experience enhancements

Process Improvement, Automation & Operational Excellence

• Lead process mapping, workflow optimization, and standardization initiatives across Member Experience operations
• Identify opportunities to automate manual processes, streamline workflows, and improve operational efficiency
• Partner with business stakeholders and technology teams to define, test, and implement automation solutions and system enhancements
• Support ongoing enhancements to Salesforce, Mercury, member portals, and other operational technologies
• Track recurring issues, conduct root cause analysis, and implement corrective actions to reduce rework and escalations
• Develop, maintain, and enhance standard operating procedures, job aids, training materials, and process documentation
• Lead initiatives designed to reduce operational friction, improve productivity, and enhance the member experience
• Support future-state process design and operational scalability initiatives as Member Experience continues to evolve

Quality, Metrics & Reporting

• Establish and maintain quality standards for onboarding, eligibility, account maintenance, and member service activities
• Monitor operational and service metrics, including cycle times, escalation volumes, first-contact resolution, rework rates, productivity measures, and member satisfaction indicators
• Analyze performance data and operational trends to identify risks, opportunities, and process improvement recommendations
• Develop reports, dashboards, and operational insights to support informed decision-making
• Recommend corrective actions and continuous improvement initiatives based on performance results and trend analysis
• Support departmental reporting, business reviews, and strategic operational initiatives

What You'll Bring to the Table

• Bachelor's degree or equivalent combination of education and relevant experience
• 5+ years of experience in member services, account management, customer success, healthcare operations, specialty pharmacy, or a related field
• Prior experience leading, coordinating, or overseeing small teams of approximately 10 or fewer employees
• Experience supporting recruitment, interviewing, onboarding, training, and employee development activities
• Experience providing performance guidance, coaching, and day-to-day operational leadership
• Experience leading cross-functional projects, operational improvement initiatives, and change management efforts
• Experience identifying and implementing workflow automation and operational efficiency solutions

Pay

Salary range: $85,000 - $100,000. An employee's position within the salary range will be based on several factors which include, but are not limited to education, qualifications, certifications, experience, skills, geographic location, and business or organizational needs.

Benefits

• Medical, Dental, Vision Coverage (for employee and family)
• Flexible Spending Account & Health Savings Account with Company contribution
• Employee Assistance Program
• Disability Coverage
• Life insurance
• 401(k) with company match
• Employee Stock Purchase Plan (ESPP)
• Paid Time Off (PTO), paid holidays, floating days
• Teledoc access
• Fitness Reimbursement
• Commuter Benefit Plan
• Your birthday is a day off and a floating holiday
• Paid Parental Leave
• Access to financial and legal advisors
• Perks and Benefits Discounts
• Tuition Reimbursement
• E-learning programs
• Ongoing Team Trainings
• Paid volunteer time-off
• Donation matching

Schedule

Onsite/Remote/Hybrid – as directed by your manager.