Job Summary:

At SafeRide Health, we drive change by ensuring transportation is never a barrier to care. As Director of Member Services, you’ll lead a growing, multi-faceted team responsible for call center operations, escalations, quality assurance, and specialized service programs. In this role, you’ll design scalable processes, mentor leaders, and partner across departments to deliver compassionate, timely, and exceptional support to our members. This is an opportunity to shape the experience for millions of rides each year, while building the infrastructure that fuels SafeRide’s next stage of growth.

Key Responsibilities:

Leadership & Team Development

• Lead, mentor, and develop Member Services leaders across all functions.
• Build career pathways and professional growth opportunities for managers and supervisors.
• Foster collaboration and alignment across supervisors, managers, and specialists.

Operational Excellence

• Oversee day-to-day call center operations, ensuring efficiency, accuracy, and empathy in every member interaction.
• Manage escalations and quality assurance programs, driving improvements through data-driven insights.
• Establish, monitor, and report on KPIs related to service quality, efficiency, compliance, and resolution.
• Drive workforce management strategies including staffing models, scheduling, and workload balancing.
• Ensure regulatory and contractual compliance with Medicaid, Medicare Advantage, and health plan partner requirements.

Member Experience & Quality

• Champion SafeRide’s member-first culture with a focus on empathy, accessibility, and resolution speed.
• Lead the Focus Member program and initiatives that enhance satisfaction and reduce escalations.
• Proactively address grievances and implement initiatives to continuously elevate member experience.

Innovation & Growth Enablement

• Partner with Product, Operations, and Compliance to implement technology solutions that improve service delivery and scalability.
• Support the design and rollout of new service offerings (e.g., specialized programs for vulnerable populations).
• Build and manage budgets, staffing plans, and resources in alignment with growth projections.

Stakeholder Representation

• Act as a subject matter expert in client-facing and regulatory conversations related to Member Services.
• Build trusted relationships with external partners, regulators, and internal cross-functional teams.

Mindset and Values We’re Looking For

• Member-First Leader: Committed to SafeRide’s mission of removing transportation as a barrier to care.
• Effective Thinker & Problem Solver: Resourceful in addressing complex service challenges with innovative solutions.
• Data-Driven Operator: Skilled at using metrics and analysis to inform decisions and drive improvement.
• Collaborative & Inclusive: Builds trust and fosters teamwork across diverse functions and levels.
• Resilient & Composed: Maintains professionalism and calm under pressure in a fast-paced environment.
• Growth-Oriented: Actively develops leadership talent and continuously seeks process improvements.

Required Qualifications

• 8+ years of progressive leadership experience in customer service, call center operations, or healthcare services.
• 3+ years in a senior management role overseeing multi-layered teams and complex service lines.
• Proven ability to manage high-volume service environments with distributed teams.
• Strong knowledge of call center technologies, workforce management, and quality metrics.
• Demonstrated track record of improving member satisfaction, reducing escalations, and driving operational efficiency.
• Excellent communication, leadership, and change management skills.
• Bachelor’s degree in Business, Healthcare Administration, or a related field (or equivalent experience).

Preferred Qualifications

• Experience with Medicaid, Medicare Advantage, or healthcare-related programs.
• Background in NEMT or adjacent transportation/logistics services.
• Master’s degree in Business, Healthcare Administration, or related discipline.
• Experience in a fast-growth, mission-driven technology or healthcare services organization.

Benefits:

We offer a remote-first work environment, competitive compensation, and comprehensive benefits including:

• Competitive salary, annual bonus opportunities, and equity options
• Remote with flexible hours
• Comprehensive medical, dental, and vision insurance
• 401(k) with company match
• Generous PTO, paid company holidays, and paid parental leave
• Career growth and development opportunities in a mission-driven organization
  

SafeRide Summary:

SafeRide Health is a technology and services company dedicated to reducing barriers to care by improving the delivery of non-emergency medical transportation to people across America. SafeRide employs proprietary technology, paired with a nationwide network of vetted transportation providers. This enables payers and health systems to intelligently deliver cost-effective, on-demand transportation, enhancing the patient experience in the process. SafeRide serves the largest Medicare Advantage, Medicaid, and provider programs in the country. Learn more at www.saferidehealth.com.

If you're ready to be an integral part of a team making a difference, SafeRide Health awaits