Manager, Member Services

Versant Health

. Manage the Member Service team, including selection, training, development, coaching, counseling, and performance management .

Posted 11/11/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing a Member Service team, focusing on training, performance management, and continuous process improvements. Proficient in analyzing KPI performance and ensuring compliance with HIPAA and other regulatory requirements.

Highest-signal resume keywords

Team ManagementCall Center Telephony SoftwareKPI AnalysisHIPAA ComplianceMicrosoft Office Suite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center ManagementPerformance ManagementResource PlanningQuality Program ImplementationProcess ImprovementTraining Needs AssessmentTechnology ImplementationData Security ComplianceHealthcare Industry KnowledgeInsurance Industry Knowledge

Soft Skills

CoachingCounselingProblem SolvingCommunicationCollaboration

Industry Keywords

Call Center EnvironmentHealthcareInsuranceAccount ManagementPrivacy Requirements

About the role

Key responsibilities & impact

Manage the Member Service team, including selection, training, development, coaching, counseling, and performance management
Conduct resource planning to maximize productivity
Implement quality programs aligned with organizational objectives
Partner with the Director of Operations to meet goals and develop performance strategies
Analyze KPI performance and ensure objectives are met
Drive continuous process improvements for service levels, cost reduction, and quality
Identify training needs, support ongoing training, and measure results
Ensure the Supervisor manages day-to-day MSR operations, schedule adherence, and system protocols
Provide continuing education on benefits, answer questions, and resolve problems
Participate in research, implementation, and testing of technology to improve call center efficiency
Adhere to federal, state, and local regulations, company policies, privacy requirements, HIPAA, and security procedures
Participate in required training and educational activities
Perform other duties as assigned

Requirements

What you’ll need

Bachelor's Degree required
An equivalent combination of education and experience will be considered in lieu of a bachelor's degree
3+ years of experience in a call center environment required
Management experience in a call center environment required
Experience with call center telephony software required
Proficiency with Microsoft Office Suite required
Experience in a healthcare, insurance, and/or account management work environment preferred
Ability and willingness to travel as required
Compliance with HIPAA, privacy, confidentiality, and data security requirements
Ability to stand, use hands and fingers to handle, feel, pick or pinch, and talk or hear most of the time
Ability to occasionally walk and reach with hands and arms
Ability to frequently lift and/or move up to 20 pounds

Benefits

Comp & perks

Equal employment opportunities without regard to protected characteristics
Reasonable accommodations for individuals with disabilities
Training and educational activities
Professional affiliation or organizational requirement maintenance activities
Supportive culture
Leadership development and growth environment