Member Operations Lead

About the role:

The Member Operations Lead is a key position that oversees the execution of identifying and placing members that have been scheduled out into the future or placed on a waitlist. 

Responsibilities:

• Lead analysis and planning to identify best methods of getting members to be seen sooner.
• Identify schedule opportunities with therapists who may not be accepting new Members, and work with Clinical Operations Manager(COM) to facilitate scheduling.
• Continually review cancellations on therapists schedules which may facilitate acceptance of waitlist and move-up Members
• Coordinate with clinical and operations teams to create availability for move ups and waitlist placement.
• Manage team of direct reports or contractors to accomplish weekly/monthly goals. Facilitate personal growth and career planning activities.
• Ensure sufficient staffing is available 7 days a week.
• Instill a culture of professionalism, empathy, compassion, and sensitivity when dealing with members.
• Employ creative problem solving when presented with challenges.
• Maintain an effective quality monitoring program that provides individual feedback and contributes to a cycle of continuous improvement.
• Interact with other departments to assist with member requests or concerns, as required.
• Manage and report relevant data to supervisor in a timely manner.

Requirements:

• 2+ years of related customer experience
• Proven experience in workforce planning, organization, coaching, development and problem resolution.
• Demonstrated creative problem solving experience and collaborating within multi-disciplinary teams
• Demonstrated ability to build strong trusted working relationships with internal and external contacts.
• Excellent oral and written communication and interpersonal skills.
• Honesty and ethics in business dealings.

What we offer:

• Casual, challenging, and engaging environment with an outstanding mission driven team atmosphere
• Competitive compensation
• Comprehensive benefits package, including medical, dental, vision coverage, and 401(k)
• Flexible PTO policy

Join us!