Member Service Manager

Member Service Manager

Healthcare is increasingly unaffordable for many Americans. For those who can afford it, they are in a health insurance system that has become more confusing, restrictive, and lower value with each passing year. Here at Unite Health Share Ministries (UHSM) our mission is to bring better healthcare to America at a better price. Our flagship product, WeShare, offers a member-to-member health sharing program that is much more cost effective than standard health insurance while offering access to over 1.2 million physicians across the country. Come join us on this important mission to create the next generation of healthcare!

UHSM is a rapidly growing faith-based nonprofit that strives to do good while delivering great and adorable healthcare. The company is led by senior executives with extensive background in both for-profit and not-for-profit enterprises. If you have a bias for action, enjoy challenges, and love creating impact in a massive industry, UHSM might be the place for you.

About this role

The Member Services Manager is a leadership role responsible for building a high-performing, member-centered department that operates with clarity, consistency, and trust. Reporting directly to the Director of Member Services, you'll ensure the team doesn't just respond to members—but genuinely serves them well, every time.

This role sits at the intersection of people leadership, operational excellence, and subject matter expertise. You'll oversee Team Leads, shape the standards and systems the department runs on, and serve as the go-to resource for complex cases, escalations, and process decisions. When something isn't working—whether it's a workflow gap, a knowledge issue, or a performance challenge, you'll identify it, own it, and drive it to resolution.

The right person for this role leads with empathy, communicates with precision, and holds themselves and their team to a high standard, without losing sight of what matters most: the member experience.

Key Responsibilities

Team Leadership & Development

• Set clear expectations and follow through on commitments to create consistency in member communication and department operations
• Manage and develop Team Leads through structured 1:1s focused on performance, coaching effectiveness, and growth Implement an organized operating rhythm: daily huddles, coverage planning, workload balancing, escalation pathways, and end-of-day status checks

Performance Management

• Build and maintain scorecards for Leads and reps tied to KPIs including quality, adherence, documentation, resolution time, repeat contacts, and member feedback
• Identify performance risks early and deliver coaching, action plans, and accountability measures that improve results while preserving team morale

Subject Matter Expertise & Escalations

• Become an SME in key workflows: eligibility, benefits navigation, claims and case processing, balance billing/SMB handling, and member communications
• Lead escalation decisions with accurate resolutions, clear documentation, and empathetic member-facing communication

Operations & Process Improvement

• Own department resources: SOPs, macros, templates, scripts, and knowledge base content
• Track contact drivers, repeat issues, QA themes, and complaints to identify trends and drive targeted improvements
• Maintain a structured improvement tracker and prioritize fixes by impact and urgency
• Lead retrospectives after outages, policy changes, or complaint spikes and implement preventative measures

Cross-Functional Partnership

• Partner with Claims, Billing, QA, and Operations to remove blockers, improve handoffs, and reduce case aging
• Ensure documentation and record-keeping standards support quality, compliance, and reporting

Required Qualifications

• Bachelor’s degree preferred
• Experience in healthcare, benefits, insurance, or health share industry
• Proven experience managing Team Leads and/or supervising frontline service teams
• Strong operational and organizational skills: coverage planning, prioritization, workload management
• Strong performance management skills: 1:1s, scorecards, coaching, accountability, and development plans
• Ability to quickly become an SME and communicate complex topics clearly and empathetically
• Customer-first mindset with strong de-escalation skills and emotional intelligence
• Strong problem-solving ability with experience identifying trends, root causes, and process improvement opportunities
• Proficient in written communication, documentation, and CRM/case management tools
• Comfortable working cross-functionally across multiple departments
• Available for some evenings and weekends as needed to support escalations, urgent needs, and peak periods

What we offer

• Competitive Salary
• Ability to make important enhancements to the Healthcare industry
• Great culture where you work with the founders and key stakeholders in a relaxed, but innovative atmosphere

UHSM is an Equal Opportunity Employer. Our business is fast-paced and will continue to evolve. As such, the duties and responsibilities of this role may be changed as directed by the Company at any time to promote and support our business needs. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law and will not be discriminated against on the basis of disability.