Team Lead Member Services
Job Summary
The Team Lead for Member and Provider Services will manage support staff and drive operational KPIs in a fast-paced environment. This role involves coaching team members, improving workflows, and ensuring high-quality service delivery. The position requires a remote professional based in Texas with a flexible schedule including rotating shifts.
Responsibilities
- Manage performance, growth, and HR tasks for team members.
- Monitor operational KPIs and conduct root-cause analysis.
- Lead team huddles and provide coaching/motivation.
- Drive continuous improvement and workflow efficiency.
Required Skills
- 2+ years people management experience.
- Experience in operations or customer service.
- Proficiency in data-driven decision making.
- Familiarity with LEAN practices.
Job Details
Role Overview: You will be an expert on production team workflows and drive goals and KPIs for the team of support staff to meet our goals while providing coaching and leadership. You will partner with other teams to develop workflow improvements to enhance efficiencies for the team. You will report into the Manager, Member and Provider Services.
Schedule: This position follows a Monday–Friday schedule from 10:00 AM to 7:00 PM (Central Time), with a rotating shift requirement shared among the Operations Team Leaders. Team members will periodically work opening shifts from 7:00 AM to 4:00 PM or closing shifts from 2:00 PM to 11:00 PM (Central Time). This rotation is consistent across the leadership team, with an expected frequency of approximately 3–5 shifts per month. Additionally, leaders are expected to provide occasional weekend support during peak business periods.
Responsibilities:
- Hire and manage a team of colleagues with direct responsibility for performance management, growth, and HR administrative tasks.
- Manage team outcomes, monitor dashboards, and track operational KPIs, conducting root-cause analysis and constructing action plans.
- Understand daily team operations to make volume-based decisions.
- Lead team huddles, connect colleagues to the mission, and provide guidance/motivation to achieve goals.
- Create an inclusive culture that aligns with core values.
- Lead and participate in continuous improvement activities.
- Identify and close gaps in existing operational workflows.
- Collaborate across production and other teams to implement best practices.
- Ensure compliance with all applicable laws and regulations.
Requirements:
- 2+ years experience in a fast-paced operations or customer service environment.
- 2+ years of direct people management experience.
- 2+ years of experience using data and metrics to drive improvements.
- Experience in LEAN practices.
- Experience working with teams in multiple locations and multiple disciplines.
Bonus Qualifications:
- Bachelor's degree.
- Prior healthcare and/or insurance experience.
- Advanced Google Suite or Microsoft Office capabilities.
- 2+ years experience solving complex inquiries.
- 1+ years managing projects.
- 1+ year working with BPO vendors.