Director of Individual Member Success

Redirect Health Inc Phoenix, Arizona, United States

Healthcare shouldn’t be something you worry about when taking care of your family.

That’s why when you join Redirect Health, your healthcare costs nothing out of your paycheck—and the same is true for your spouse and children.

• No monthly premiums
• No surprise medical bills

Most team members avoid tens of thousands of dollars in healthcare costs compared to traditional health plans.

This isn’t a perk.
It’s part of our mission.

Redirect Health exists to make healthcare affordable for small businesses and people who can’t afford traditional employer insurance.

We help real people navigate a system that is often confusing, expensive, and frustrating—and we do it with empathy, accountability, and simplicity.

If you want your work to matter to families every single day, you’ll find purpose here.

At Redirect Health, our values guide how we show up for each other, our clients, and our members.

We do our best work when we:

• Obsess Over People – We are always helpful, friendly, and human
• Own It to Completion – If we take something on, we see it through
• Always Improve & Adapt – We learn quickly and adjust without ego
• Start with “Yes, We Can Help You” – We lead with solutions
• Succeed as a Team – We win through trust and collaboration
• Detest Waste & Unnecessary Complexity – We simplify to focus on what matters

We are looking to grow our team with a strong Director of Individual Member Success!

The Director, Individual Member Success is a member of the Customer Success (CS) management team and is responsible for the management of the portion of our business where we enable our solutions to individuals and families that do not enroll in healthcare plans via employers. Think of it as the B2C side of our business, next to the B2B part. This person will be a peer to the other directors in the CS management team who lead: (1) New Client Onboarding, (2) Strategic Clients, (3) Core Clients, (4) Member Success, (4) Education and Enablement, and (5) CS-Ops.

In this role, you will:

• 1. Lead the Business and Drive Its Strategy:
• Develop Strategy: Develop the strategy for best managing our individual clients, including value prop, segmentation, coverage, processes, etc.
• Evolve Product, Plans, OAerings and Tools: Work with Product to evolve the design of the tech tools to service the members
• Enhance Onboarding Process: Work with the Onboarding team to enhance the onboarding experience of new members
• Influence Collateral: Work with Education and Enablement to develop collateral that best helps the members address their needs
• Build a Management System: Work with CS-Ops to develop thoughtful analysis methodologies and tools to assess the health of the business, identify enhancement opportunities, and report on the progress in clearly understood dashboards.
• 2. Develop an Exceptional Member
  
  Experience:
  
  
• Relationship Management: manage the team who serves as the main point of contact for members throughout their membership lifecycle, including renewals.
• Renewal Management: Accountable for the renewal and upsells of our members (working with the brokers) to increase member retention through proactive communication and solution-oriented renewal process management.
• Member
  
  Education:
  
  Help members understand how to navigate and maximize their healthcare benefits, address unique scenarios, utilize the different capabilities of Redirect Health and minimize their costs and effort.
• Member Communication: Interact with members digitally, mostly in 1-to-many engagement mode to provide responsive, empathetic and effective support.
• Member Advocacy: represent the interests of your…