We’re excited to share this opportunity with our internal team. This role is open to current SafeRide Health employees only.

Job Summary

At SafeRide Health, we are committed to ensuring that transportation is never a barrier to care — especially for our most vulnerable populations. As a Focus Member Supervisor, you will lead a team of Focus Member Coordinators responsible for delivering proactive, white-glove, tier-based support to high-priority members. You will provide coaching, training, and performance management while ensuring operational excellence, quality control, and compassionate service. This is an opportunity to make a meaningful impact on the lives of members who rely on SafeRide most, while strengthening SafeRide’s reputation as a trusted transportation partner.

Key Responsibilities

Team Leadership

• Recruit, onboard, mentor, and supervise a team of Focus Member Coordinators.
• Manage scheduling, expectations, and performance, while ensuring compliance with operational procedures.
• Partner with Training Specialists and Operations leadership to deliver ongoing development and reinforcement of best practices.
• Foster a culture of collaboration, accountability, and mission alignment across the team.

Quality & Performance Management

• Oversee delivery of tier-based, white-glove support to Focus Members, ensuring standards are consistently met.
• Monitor the Focus Member Dashboard to track metrics, memberships, and escalations.
• Implement quality control measures and productivity programs to drive continuous improvement.
• Report performance trends and concerns to Operations leadership, recommending solutions that improve service delivery.
• Ensure compliance with Service Level Agreements (SLAs) and contractual requirements.

Operational Oversight

• Act as an escalation point for complex member issues and Focus Member phone line inquiries.
• Support resolution of challenging ride coordination and specialized mobility accommodations.
• Collaborate with Routing and Network teams to proactively address potential service disruptions.
• Provide regular updates to leadership on Focus Member satisfaction, trends, and opportunities for improvement.

Required Qualifications

• High school diploma or equivalent.
• Previous supervisory or leadership experience with proven success in coaching and managing staff.
• Proficiency with dashboards, reporting tools, and CRM systems.
• Advanced problem-solving skills with the ability to guide and coach team members effectively.
• Strong verbal, written, and interpersonal communication skills.
• Minimum 3 years of experience in customer service, healthcare coordination, or call center environments.

Preferred Qualifications

• 3+ years in a leadership position within customer service, transportation, or healthcare.
• Associate’s degree or higher in a related discipline.
• Bilingual proficiency (English/Spanish).
• Familiarity with Medicaid, Medicare, or non-emergency medical transportation (NEMT).

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.