Sidecar Health

Full-stack Engineer

• Design AI-powered systems and user experiences that help members find cost-effective, high-quality care across various healthcare types and locations
• Map and understand different member healthcare journeys, supporting them through customization and personalization
• Identify and leverage data relationships to provide seamless, relevant information to members
• Analyze user behavior and site usage data to optimize performance and prioritize projects
• Collaborate with engineering to scope projects, break into user stories, define MVPs, and organize into sprints
• Lead a cross-functional pod of engineers and product designers to deliver roadmap-aligned features
• Contribute to process improvements, documentation, and overall operational efficiency within the product team
• Ensure our system stays up-to-date and compliant with changing insurance regulations

Senior Software Engineer, Full Stack – Member Experience

Learning and Development

• 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

Operations Training Specialist, Member Care

• 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 — including queue-specific training across Claims adjudication workflows.
• Build and maintain all training materials for assigned teams — e-learning modules, Adobe Captivate simulations, facilitator guides, presentations, knowledge checks, role-play scenarios, and assessments.
• Contribute to building a repeatable Claims training library — queue-specific modules that can be deployed consistently over time, reducing dependency on tribal knowledge or one-off preparation.
• 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.
• Scope and execute lighter knowledge and training updates independently, escalating larger program changes to the broader Enablement team for design input.
• 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.

Operations Training Specialist, Claims

Customer Support

• Visit our 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 with key individuals and HR departments
• 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

Field Support Representative, Customer Success

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 I

• 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.