Sidecar Health

Customer Support

• Visit our clients onsite across Georgia and support members in navigating their Sidecar Health plans
• Act as in-person support for client groups and members after enrollment and during other periods of escalated necessity
• Assist our Account Management team in identifying and establishing positive relationships with key individuals and HR departments at the client groups they work with
• Work in a traditional member care capacity, answering calls, responding to web chats and/or responding to emails
• Provide excellent customer service in a timely and positive manner
• Build rapport and maintain positive relationships with existing members to understand their needs and ensure a memorable member experience

Field Support Representative

Director

• Own the Quality evolution roadmap, including the transition from manual, sample-based evaluation to AI-powered scoring, automated coverage, and always-on quality insights
• Leverage AI, speech analytics, and interaction data to surface actionable coaching and process improvement opportunities
• Design and maintain quality scorecards, evaluation criteria, and calibration standards – leading sessions calibration sessions to ensure consistency across evaluators and time
• Perform deep-dive analysis on quality trends, complaints, and outliers, generating executive-level reports with actionable insights
• Design feedback loops connecting quality insight to action – whether that’s coaching, training updates, documentation changes, workflow updates, or technology needs
• Conduct structured root cause analysis on critical failures, escalations, and member complaint trends
• Build business cases for improvement initiatives with clear ROI projections and measurable impact
• Pilot and test new processes, workflows, and member interaction scripts before scaling; create and maintain SOPs and documentation standards
• Partner with the Member Services leadership team to define and execute a multi-year Quality Assurance and Continuous Improvement strategy aligned to company growth objectives
• Build, lead, and develop a team of QA analysts and continuous improvement practitioners including certification pathways, analyst development tracks, and Green/Black Belt mentorship
• Represent operational excellence in cross-functional forums, present findings, risks, and recommendations to executive leadership
• Champion a continuous improvement culture across Member Services, partnering with Operations, Technology, Product, Training, and Compliance on integrated initiatives
• Ensure compliance with healthcare regulations (HIPAA, CMS, state requirements), partner with Legal and Compliance teams on audit readiness, and lead corrective action plans.

Director of Quality and Continuous Improvement, Member Care

Data Entry

• Enter and verify data: Accurately input claim, member, and operational information into internal proprietary systems
• Maintain data integrity: Regularly review and validate data for accuracy, completeness, and consistency
• Manage workload effectively: Prioritize tasks to meet daily, weekly, and monthly data entry targets
• Identify and correct errors: Detect discrepancies and work with team members or leadership to resolve issues quickly
• Ensure compliance: Adhere strictly to confidentiality, compliance, and data security guidelines (e.g., HIPAA)
• Contribute to process improvements: Provide feedback on workflow efficiency and opportunities to automate or simplify tasks
• Collaborate with team members: Share knowledge, support peers, and help maintain a positive, team-oriented work environment

Data Entry Specialist

Claims Specialist

• Identify and enter basic procedure codes, diagnosis codes, and claims information as required
• Validate claim data for completeness and follow up on missing or unclear information
• Review claim documentation to ensure it aligns with Sidecar Health policies and processing rules
• Flag discrepancies or unusual information to senior processors or supervisors for further review
• Adhere to productivity, quality, efficiency, and attendance expectations
• Maintain accurate work records, notes, and documentation within claims systems
• Follow established workflows and escalate issues when needed
• Participate in training sessions to build knowledge, system proficiency, and claims processing skills
• Collaborate with peers in huddles, sharing questions, blockers, and process insights
• Provide feedback on claim processing instructions and help identify opportunities to simplify or improve workflows
• Uphold confidentiality and compliance requirements, including HIPAA
• Support special projects, seasonal workflows, or cross-functional initiatives as assigned
• Review internal audit results and take corrective steps to improve accuracy and prevent future errors

Claims Processor

SDET

• Design, build, and maintain scalable test automation frameworks across our member-facing applications (web and mobile), covering UI, API, and integration layers
• Develop and own a comprehensive regression suite that provides confidence for every release across our multi-state health insurance platform
• Embed with product engineering teams to shift quality left—writing testable acceptance criteria, designing test strategies during sprint planning, and catching defects early in the development cycle
• Build and maintain CI/CD-integrated test pipelines that provide fast, reliable feedback on every pull request and deployment
• Pioneer AI-powered quality engineering: explore and implement LLM-assisted test generation, intelligent test maintenance, and autonomous QA agents that can validate complex claims, benefits, and member workflows
• Investigate and triage production issues, perform root cause analysis, and build targeted regression tests to prevent recurrence
• Define quality metrics and reporting that give engineering leadership visibility into test coverage, defect trends, and release readiness
• Champion a quality-first culture across the Member Experience engineering organization—mentoring and showcasing testability best practices to developers

Senior Software Development Engineer in Test

Chief Marketing Officer

• Own end-to-end B2B demand generation strategy — from awareness through pipeline creation — across broker, consultant, and employer segments
• Design and operate a content-driven ABM engine that targets high-value accounts with precision and scale
• Build and manage a full ABM tech stack including intent data, account scoring, personalization, and orchestration tools
• Partner closely with Sales and SDR leadership to ensure marketing programs translate directly into pipeline and revenue
• Lead paid media strategy and execution across digital display, SEM, CTV, LinkedIn, and programmatic
• Manage multimillion-dollar media budgets with a focus on measurable pipeline contribution and CAC efficiency
• Continuously optimize channel mix and creative based on performance data
• Develop a content strategy that supports every stage of the buyer journey — from first touch to close — with assets built for broker, Regional Sales Manager (RSM), and employer audiences
• Build and own SDR sequences and marketing nurture programs that keep prospects engaged across long sales cycles
• Own website strategy and optimization, including conversion rate improvement and intent-signal activation
• Champion the use of modern AI tools across the function — from content production to campaign optimization to intent signal analysis
• Maintain and evolve the marketing tech stack to ensure the team is operating with best-in-class tools and workflows
• Lead and develop a high-performing marketing team that executes across channels with speed and accountability
• Define team structure, role scope, and future hiring needs as the company scales
• Report to the CMO; partner closely with Sales, Product, and Operations leadership.

VP of Marketing

Product Manager

• Lead product strategy and execution for AI-powered member experiences
• Define how and where AI capabilities should be applied across the member journey
• Own product roadmaps for AI-driven features
• Design human-in-the-loop workflows and fallback experiences
• Define evaluation frameworks for AI product quality
• Drive discovery and ideation for new AI-powered capabilities
• Use data, experimentation, and user insights to measure AI feature performance
• Partner with engineering and data science to scope AI initiatives
• Lead a cross-functional pod of engineers, designers, and data scientists
• Stay current on the rapidly evolving AI landscape

Lead Product Manager, AI

• Visit clients onsite across Ohio and support members in navigating their Sidecar Health plans
• Act as in-person support for client groups and members after enrollment
• Assist our Account Management team in identifying and establishing relationships
• Work in a traditional member care capacity, answering calls, responding to web chats and/or emails
• Provide excellent customer service in a timely and positive manner
• Build rapport and maintain positive relationships with existing members

Call Center Representative

• Own the end-to-end new hire onboarding experience for assigned operations teams — program design, content creation, classroom delivery, nesting coordination, job shadowing, and floor readiness evaluation
• Design and facilitate ongoing refresher, upskilling, and process change training as business needs evolve
• Build and maintain all training materials for assigned teams — e-learning modules, facilitator guides, presentations, knowledge checks, role-play scenarios, and assessments
• Own operations-specific knowledge content within the knowledge management system, ensuring accuracy and alignment with current policies, workflows, and product changes
• Assess the training and knowledge impact of operational and product changes as they come through, and proactively develop or update materials to support those changes
• Manage all program logistics independently: LMS administration, scheduling, roster management, Zoom coordination, and SME preparation and briefing
• Coordinate SME and supervisor involvement in training programs — providing clear direction and session context so their contributions are set up for impact
• Evaluate training effectiveness through assessment data, QA results, nesting observations, and supervisor feedback — and act on gaps proactively
• Develop and maintain coverage plans and program documentation so training continuity is never dependent on a single person's availability
• Collaborate with the broader Enablement team on knowledge management, L&D initiatives, and operational content projects
• Use AI-assisted tools to develop content efficiently, with full accountability for review and quality of all outputs.

Field Support Representative

Director of Quality and Continuous Improvement, Member Care

Data Entry Specialist

Claims Processor

Senior Software Development Engineer in Test

VP of Marketing

Lead Product Manager, AI

Field Support Representative

Operations Training Specialist, Contact Center