All of our portfolio companies are hiring. We’d love to help facilitate a match.

Member Care Manager

Sidecar Health

Sidecar Health

Customer Service
Posted on Saturday, August 26, 2023

Sidecar Health is redefining health insurance. Our mission is to make excellent healthcare affordable and attainable for everyone. We know that to accomplish this lofty mission, we need driven people who will make things happen.

The passionate people who make up Sidecar Health’s team come from all over, with backgrounds as tech leaders, policy makers, healthcare professionals, and beyond. And they all have one thing in common—the desire to fix a broken system and make it more personalized, affordable, and transparent.

If you want to use your talents to transform healthcare in the United States, come join us!

*Must reside in UT, CO, MN, NC, IA or NE for consideration*

About the Role
Our Member Care team is at the forefront of our business. Their role is easily the most important: supporting our members on their healthcare journeys. We're growing our team and looking for warm, passionate people to join us and help deliver the best experience in healthcare. Your job will be to help our members - to answer their questions, help them solve problems, and ensure they have access to the care they need. As a startup, there is no shortage of opportunities, responsibilities, and growth! You'll work alongside a dynamic team that is disrupting the healthcare industry and having a positive and meaningful impact on our members' lives every day.
The Member Care Team Manager’s primary duties involve making sure their team is productive and happy, meeting all performance expectations, and fulfilling individually assigned job duties to the best of their ability and to ensure a positive member experience whenever possible. Teams of approximately 20 agents will report directly to the Member Care Team Manager.
What You'll Do
  • Managing performance and productivity of the team by setting proper goals and expectations, and holding agents accountable to them
  • Managing special projects, as assigned by the Head of Member Care
  • Ensuring team morale, and fostering a supportive and positive culture
  • Fielding and passing on feedback as appropriate from members and member care specialists
  • Overseeing the integrity of the work the leads are doing by ensuring correct information and feedback is shared, as well as assuring that QA feedback is calibrated
  • Monitoring service levels, and assisting on calls/chats/emails as necessary to ensure a positive member experience
  • Working/Coordinating with the Training team to ensure seamless onboarding of new agents
  • Working/Coordinating with the Workforce team to ensure schedule adherence, service levels, and other efficiency standards
  • Evaluating employee performance and conducting performance reviews
  • Managing necessary disciplinary action of employees as necessary, up to and including termination and keeping detailed records of such interactions
  • Other job-related duties as assigned
What You'll Bring
  • Tenacity and adaptability that enables you to thrive in a fast-paced and quickly evolving startup environment
  • Strong interpersonal skills and deep empathy to connect with your team and our members
  • 3+ years of experience working in customer service
  • Strong understanding of performance management principles
  • Excellent written and verbal communication and a comfort answering questions on the fly
  • Strong attention to detail and creative problem-solving skills to assist with member interactions as needed
  • Experience in setting and communicating clear goals
  • Ability to prioritize tasks and allocate resources effectively
  • Experience in creating a supportive and positive work environment
  • Experience in providing constructive feedback and coaching for improvement
  • Familiarity with quality assurance processes
  • Understanding of service level metrics and KPIs
  • Experience in handling employee conflicts and performance issues
  • Must have a high school diploma or equivalent; Bachelors' Degree preferred
  • Healthcare/Insurance Experience (Preferred)
  • Bilingual (Preferred)

What You'll Get

  • Competitive Hourly Rate, company equity, and ample opportunities for growth
  • Comprehensive Medical, Dental, and Vision benefits with no waiting period
  • 10 days of paid vacation and 15 company holidays
  • IT Equipment, including laptop and monitors
  • Most importantly, an opportunity to make an impact at a rapidly growing mission-driven company transforming healthcare in the U.S.

Sidecar Health is an Equal Opportunity employer committed to building a diverse team. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.