Member Services Team Lead (Healthcare)

TL;DR

Member Services Team Lead (Healthcare): Managing frontline associates for medication access and pharmacy supported care programs with an accent on real-time queue execution and coaching. Focus on resolving complex pharmacy and insurance escalations and optimizing operational workflows.

Location: Must be based in the US (New York, NY or Remote hub cities)

Salary: $89,000 - $105,000 per year

Company

hirify.global is the world's largest virtual clinic for women and families, providing end-to-end healthcare platforms for fertility, maternity, and menopause care.

What you will do

• Own real-time execution across chat and phone queues to ensure healthy coverage and timely responses.
• Provide day-to-day support and real-time coaching to Member Services Associates on judgment calls and prioritization.
• Act as the first line escalation point for pharmacy and insurance issues, including coverage rejects and fulfillment delays.
• Ensure consistent execution of SOPs and identify breakdowns in workflows to flag risks to leadership.
• Conduct quality reviews and deliver actionable feedback to improve resolution quality and member satisfaction.

Requirements

• 2–4 years of experience in healthcare support, pharmacy operations, or insurance navigation.
• Prior experience coaching, mentoring, or acting as a lead in a frontline environment.
• Strong understanding of pharmacy workflows, insurance coverage concepts, and medication access processes.
• Ability to handle emotionally charged member situations and complex escalations.
• Must be based in the United States.

Nice to have

• Experience with Zendesk or other CX tools.
• Fluency in Spanish or another commonly spoken member language.
• Familiarity with QA frameworks and support performance metrics.

Culture & Benefits

• Comprehensive employer-covered health, dental, and insurance plan options.
• 401K matching for US-based employees with immediate vesting.
• 16 weeks 100% paid parental leave and a new parent stipend.
• Annual professional development stipend and access to a personal career coach.
• Hybrid work flexibility, including in-office meals and designated work-together days.