Member Service Manager

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Full Time Orange Office, Orange, CA, US

3 days ago Requisition

Salary Range: $ To $ Annually

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 thatoperateswith clarity, consistency, and trust. Reporting directly to the Director of Member Services,you'llensure the teamdoesn'tjust 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

• 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

• Part…