Manager, Member Experience

VIVIO, a Public Benefit Corporation

. Manage daily operations, ensuring smooth workflow and maximum efficiency .

Posted 10/9/2026full-timeRemote • United StatesMid-LevelSenior💰 $73,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing healthcare operations, with a focus on team development, member advocacy, and process optimization. Proficient in utilizing data-driven insights to enhance service delivery and ensure compliance with healthcare regulations.

Highest-signal resume keywords

Team LeadershipHealthcare Industry ExperienceCase ManagementAnalytical Problem-SolvingMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementCare CoordinationPerformance Metrics TrackingRoot Cause AnalysisData-Driven Decision Making

Soft Skills

Interpersonal SkillsCommunication SkillsOrganizational SkillsProblem-Solving MindsetTeam Motivation

Tools & Technologies

Microsoft Office ApplicationsCall Center Software

Industry Keywords

Healthcare RegulationsMember AdvocacyPBM ExperienceHigh-Volume EnvironmentContinuous Improvement

About the role

Key responsibilities & impact

Manage daily operations, ensuring smooth workflow and maximum efficiency
Supervise the management of member cases, ensuring all issues are resolved in a timely and satisfactory manner
Monitor case workflows and resolve complex or escalated issues to maintain high service standards
Monitor call volume and performance metrics, making necessary adjustments to meet and exceed service goals
Ensure adherence to organizational policies, procedures, and relevant healthcare regulations
Conduct regular performance reviews, provide constructive feedback, and implement training programs to address skill gaps
Manage the resolution of complex member inquiries and issues, ensuring prompt and effective solutions
Implement and refine best practices and procedures to enhance efficiency, effectiveness, and member satisfaction
Immerse yourself in VIVIO’s processes and procedures for understanding, execution, and continuous enhancement
Provide guidance and support to team members dealing with challenging cases
Conduct root cause analysis for significant case escalations and drive continuous improvement initiatives
Lead, motivate, and develop the team to achieve individual and team goals
Promote a positive and collaborative team environment, encouraging open communication and professional growth
Track key performance indicators, conduct regular audits, and prepare regular reports on team performance
Use data-driven insights to make informed decisions and drive continuous improvement
Facilitate clear, effective communication within the team, ensuring alignment with goals and expectations
Collaborate with healthcare providers, pharmacies, and other departments to address member inquiries and concerns efficiently
Share updates, discuss challenges, and celebrate team successes
Provide individualized support to team members, promoting open dialogue and addressing emerging issues
Work with cross-functional teams to achieve common goals, facilitate communication, and drive project success

Requirements

What you’ll need

Strong track record of successfully leading and developing teams, with excellent interpersonal and communication skills
At least 5 years of experience in the healthcare industry, with a focus on care coordination, member advocacy, or related roles
Minimum of 5 years of member service leadership and case management experience, within a healthcare setting; remote call center experience highly preferred
An associate’s degree or higher in business administration, management, or a related field or equivalent experience is required
Must be willing to travel occasionally for business purposes, including meetings, site training, or VIVIO-related events
Proven ability to thrive in a high-volume, fast-paced, and evolving team environment
Prior experience in a call center leadership role
Prior PBM experience nice to have
Strong analytical and problem-solving abilities, focusing on resolving complex member inquiries and optimizing processes
Proficiency in Microsoft Office Applications (Word, PowerPoint, Excel, Outlook, Teams, etc.)
Exceptional organizational skills with the ability to manage multiple tasks, prioritize effectively, and maintain attention to detail
An active problem solver with a “figure it out” mindset
A clear, effective, and proactive communicator

Benefits

Comp & perks

Bonus Eligible
Health benefits including Medical, Pharmacy, Dental, Vision, Life insurance
Stock Options
401K match
PTO
Opportunity to work for a growing and innovative company
Dynamic and collaborative work environment
The chance to make a real impact with a Public Benefit Corporation