SafeRide Health

Director of Member Services Operations – Ancillary Programs

SafeRide Health

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • Lead, mentor, and develop leaders across Ancillary Member Services, including managers, specialists, and program owners
  • Establish clear ownership models, career pathways, and professional development plans for ancillary service teams
  • Provide strategic oversight of Complaints & Grievances (C&G), ensuring timely resolution, regulatory compliance, and root-cause prevention
  • Lead Prevention and Control initiatives focused on reducing repeat issues, escalations, and service failures
  • Oversee Alternate Transportation programs to ensure continuity of care when standard transportation options are unavailable
  • Provide leadership support for additional ancillary functions including Focus Member programs, Facilities support, Quality Assurance, and Training
  • Design, document, and continuously improve end-to-end operational processes, workflows, and SOPs across ancillary service programs
  • Analyze operational, quality, and grievance data to identify trends, root causes, and systemic gaps in current processes
  • Partner with Quality Assurance to translate audit findings and quality trends into corrective and preventive action plans
  • Establish, monitor, and report on KPIs related to quality, compliance, resolution effectiveness, and program outcomes
  • Champion a member-first approach with a focus on empathy, accessibility, and proactive issue prevention
  • Partner with Training leaders to ensure onboarding, upskilling, and refresher programs address identified performance and process gaps
  • Collaborate cross-functionally with Product, Operations, Compliance, and Technology to improve workflows, tools, and scalability
  • Use data-driven insights to inform staffing models, capacity planning, and long-term program design
  • Build and manage budgets, staffing plans, and resources aligned with service demand and growth
  • Serve as a subject matter expert in client-facing and regulatory conversations related to Ancillary Member Services

Requirements

  • Bachelor’s degree in Business, Healthcare Administration, or a related field, or equivalent practical experience
  • 8+ years of progressive leadership experience in member services, healthcare operations, compliance, quality, or specialized service programs
  • 3+ years of senior leadership experience overseeing multiple teams or service lines
  • Experience managing complaints and grievances, prevention programs, or regulated healthcare operations
  • Proven ability to design scalable processes and lead cross-functional initiatives
  • Demonstrated experience using data and analytics to evaluate performance, identify operational gaps, and drive improvement initiatives
  • Hands-on experience developing SOPs, process documentation, and quality frameworks in regulated environments
  • Strong communication, leadership, and change management skills
Benefits
  • Career growth and development opportunities in a mission-driven organization
  • Competitive salary, annual bonus opportunities, and equity options
  • Comprehensive medical, dental, and vision insurance
  • 401(k) with company match
  • Generous PTO, paid company holidays, and paid parental leave
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisprocess documentationSOP developmentquality frameworksKPI monitoringcapacity planningbudget managementregulatory complianceroot-cause analysiscomplaints management
Soft Skills
leadershipmentoringcommunicationchange managementstrategic oversightcollaborationempathyproblem-solvingorganizational skillstraining and development