Director of Member Services Operations – Ancillary Programs
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Job Description
Director of Ancillary Member Services leading specialized member service functions at SafeRide Health. Focused on improving operational effectiveness in a highly regulated healthcare environment through strategic oversight.
Responsibilities:
- 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
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