Customer Service Supervisor - Member Care

Member Care Supervisor

Salary: Not Specified Location Type: Not Specified Employment Type: Not Specified

Company Overview

Sidecar Health is redefining health insurance. Our mission is to make excellent healthcare affordable and attainable for everyone. We know that to accomplish this lofty mission, we need driven people who will make things happen.

The passionate people who make up Sidecar Health’s team come from all over, with backgrounds as tech leaders, policy makers, healthcare professionals, and beyond. And they all have one thing in common—the desire to fix a broken system and make it more personalized, affordable, and transparent.

If you want to use your talents to transform healthcare in the United States, come join us!

Must reside in UT, CO, OH, NC, GA, FL or TX for consideration

About the Role

Our Member Care team is at the forefront of our business. The Member Care Supervisor position is easily the most important - supporting our members on their healthcare journeys by answering their questions, helping them solve problems, and ensuring they have access to the care they need. We're growing our team and looking for warm, passionate people to join us and help deliver the best experience in healthcare. As a startup, there is no shortage of opportunities, responsibilities, and growth! You'll work alongside a dynamic team that is disrupting the healthcare industry and having a positive and meaningful impact on our members' lives every day.

The Member Care Supervisor’s primary duties involve making sure their team is productive and happy, meeting all performance expectations, fulfilling individually assigned job duties to the best of their ability, and ensuring a positive member experience. This role will manage teams of approximately 10-15 agents.

What You'll Do

• Manage performance and productivity of the team by setting proper goals and expectations, and holding agents accountable to them.
• Foster a supportive culture and ensure positive team morale.
• Field and share feedback as appropriate from members and Member Care Specialists.
• Oversee the integrity of the work the leads are doing by ensuring correct information and feedback is shared, as well as assuring that QA feedback is calibrated.
• Monitor service levels, and assist on calls/chats/emails as necessary to ensure a positive member experience.
• Work with the Training team to ensure seamless onboarding of new agents.
• Collaborate with the Workforce team to ensure schedule adherence, service levels, and other efficiency standards.
• Evaluate employee performance and conduct performance reviews.
• Manage necessary disciplinary action of employees as necessary, up to and including termination and keeping detailed records of such interactions.
• Must be available to work a flexible schedule, including coverage for both opening, closing and weekend shifts based on business needs.
• Other special projects and job-related duties as assigned.

What You'll Bring

• 5+ years of experience in customer service, with at least 2 years in team management, including performance management and goal setting.
• Strong communication and problem-solving skills, thriving in a fast-paced, evolving environment.
• Ability to connect with both team members and customers, providing coaching, feedback, and conflict resolution when needed.
• Experience setting clear goals, prioritizing tasks, and allocating resources effectively, while paying strong attention to detail.
• Familiarity with service level metrics, quality assurance processes, and driving performance improvements.
• High school diploma or equivalent experience required; Bachelor’s degree (Preferred).
• Healthcare/insurance experience, and bilingual skills (Preferred).

What You'll Get

• Competitive salary, company equity, and ample opportunities for growth.
• Comprehensive Medical, Dental.