Operations Manager, Member Services (Knowledge Management)
Own the Member Services knowledge base and map the end-to-end member journey, using process documentation, journey data, and member feedback to identify evidence-based product improvements.
Own the Member Services knowledge base and map the end-to-end member journey, using process documentation, journey data, and member feedback to identify evidence-based product improvements.
Own and improve the systems, processes, and operating rhythms supporting Customer Success and Implementation, strengthening Salesforce management, customer lifecycle visibility, and operational execution.
Coordinates member-engagement marketing from enrollment through ongoing communications, executing and quality-checking multichannel campaigns, managing launches and vendors, and supporting experiments, reporting, and workflow improvements.
Own complex imaging-claims adjudication and denials while building the workflows, controls, reporting, and team playbooks that keep claims operations accurate and scalable.
Own engagement marketing operations and multi-channel campaigns that increase member utilization, using healthcare data, automation, and cross-functional partnerships to guide members from first message through exam completion.
Own Tier 2 IT escalations, root-cause troubleshooting, identity and endpoint administration, and support process improvements while mentoring Tier 1 staff and keeping internal systems reliable.
Build and optimize end-to-end healthcare platform features across React and TypeScript/Node.js, shaping patient and provider experiences through accessible interfaces, scalable APIs, testing, and cloud deployment.
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