Member Services Manager
Vida Health
Administration
United States
Posted on Aug 21, 2025
ABOUT US
At Vida, we help people get better- and we're helping the healthcare system get better, too.
Vida is a virtual, personalized obesity care provider that uses evidence-based treatment to help patients manage obesity and related conditions like diabetes, high blood pressure, anxiety and depression. Vida's team of Obesity Medicine-Certified Physicians, Registered Dietitians, Expert Coaches and Licensed Therapists takes a whole-person approach to care, helping people lose weight, reduce stress and improve their overall health.
By combining advanced technology with top-notch healthcare providers, Vida is breaking down the barriers that have historically kept people from getting the best care. It's trusted by Fortune 100 companies, major national payers and large providers to enable their employees to live their healthiest lives.
**Vida is authorized to do business in many, but not all, states. If you are not located in or able to work from a state where Vida is registered, you will not be eligible for employment. Please speak with your recruiter to learn more about where Vida is registered.
We are seeking a dedicated and customer-focused Member Services Manager. This role is responsible for overseeing the daily operations of the Tier 1 and Tier 2 member services team, ensuring high-quality service and resolving complex member inquiries. The ideal candidate will be an experienced leader with strong problem-solving skills and a commitment to enhancing the member experience through efficient processes and effective team management.
Responsibilities:
- Manage and support T1 and T2 Member Services team in handling escalated member inquiries and complex issue resolution.
- Monitor performance metrics; ensuring individual performance is maintained in line with business key performance indicators.
- Train, coach and develop team members to enhance service quality and operational efficiency.
- Collaborate with cross-functional teams to improve member support processes and address systemic issues.
- Strategically plan and forecast needs for upcoming launches or new product offerings.
- Ability to proactively scale to business demands through resource planning, process and application reviews.
- Proactively manage volume and flex resources as needed to ensure proper resource and SLA cover.
- Ensure compliance with healthcare regulations, policies and organizational standards.
- Analyze trends in member inquiries and develop strategies to proactively address common concerns, raise awareness and implement change.
- Provide reports and insights on team performance, business performance, member satisfaction and operational challenges to leadership.
- Suggest and support process improvements to streamline operations and enhance the overall member experience.
- Serve as a point of escalation for highly complex cases requiring in-depth problem resolution.
- Foster a positive and supportive team environment; promoting professional growth and engagement and leveling up team capabilities and learning regularly.
- Strong working knowledge of Enrollment, T1 and T2 Inbound and Outbound Customer Service, Sales and Technical support (ie ticketing methodology, dialer optimization, high quality csat).
Qualifications:
- Bachelor’s degree in Healthcare Administration, Business, Communications or a related field (Master’s degree preferred).
- 5+ years of experience in customer service or member services within the healthcare industry.
- 2+ years of leadership or managerial experience in a service center or call center environment.
- Strong understanding of healthcare benefits, insurance policies and regulatory compliance.
- Excellent problem-solving and conflict resolution skills.
- Strong communication and leadership skills to manage teams and projects effectively.
- Proficiency in data analysis and reporting tools to monitor team performance.
- Ability to work collaboratively in a fast-paced, member-focused environment.
- Experience with CRM and ticketing systems is a plus.
- Bilingual in Spanish preferred.
Vida is proud to be an Equal Employment Opportunity and Affirmative Action employer.
Diversity is more than a commitment at Vida—it is the foundation of what we do. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, or Veteran status. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
We seek to recruit, develop and retain the most talented people from a diverse candidate pool. We don’t just accept differences — we celebrate them, we support them, and we thrive on them for the benefit of our employees, our platform and those we serve. Vida is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at Vida in any form without a valid, signed search agreement in place for the specific position will be deemed the sole property of Vida. No fee will be paid in the event the candidate is hired by Vida as a result of the unsolicited referral.
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