Director of Member Services Operations (Ancillary Programs)

About the Role

At SafeRide Health, we ensure transportation is never a barrier to care. The Director of Ancillary Member Services leads SafeRide’s specialized member service functions that support complex member needs, regulatory requirements, and service quality beyond front-line call handling.

This role provides strategic oversight of Complaints & Grievances (C&G), Prevention and Control initiatives, Alternate Transportation, and other ancillary programs including Focus Member, Facilities support, Quality Assurance, and Training. This role also serves as a strategic operator and data-informed leader, responsible for identifying systemic gaps, designing scalable processes, and using data to drive continuous improvement across ancillary services. You will design scalable programs, mentor senior leaders, and partner cross-functionally to improve member outcomes, reduce escalations, and strengthen operational effectiveness in a highly regulated healthcare environment.

Job Responsibilities

• Lead, mentor, and develop leaders across Ancillary Member Services, including managers, specialists, and program owners
• Establish clear ownership models, career pathways, and professional development plans for ancillary service teams
• Provide strategic oversight of Complaints & Grievances (C&G), ensuring timely resolution, regulatory compliance, and root-cause prevention
• Lead Prevention and Control initiatives focused on reducing repeat issues, escalations, and service failures
• Oversee Alternate Transportation programs to ensure continuity of care when standard transportation options are unavailable
• Provide leadership support for additional ancillary functions including Focus Member programs, Facilities support, Quality Assurance, and Training
• Design, document, and continuously improve end-to-end operational processes, workflows, and SOPs across ancillary service programs
• Analyze operational, quality, and grievance data to identify trends, root causes, and systemic gaps in current processes
• Partner with Quality Assurance to translate audit findings and quality trends into corrective and preventive action plans
• Establish, monitor, and report on KPIs related to quality, compliance, resolution effectiveness, and program outcomes
• Champion a member-first approach with a focus on empathy, accessibility, and proactive issue prevention
• Partner with Training leaders to ensure onboarding, upskilling, and refresher programs address identified performance and process gaps
• Collaborate cross-functionally with Product, Operations, Compliance, and Technology to improve workflows, tools, and scalability
• Use data-driven insights to inform staffing models, capacity planning, and long-term program design
• Build and manage budgets, staffing plans, and resources aligned with service demand and growth
• Serve as a subject matter expert in client-facing and regulatory conversations related to Ancillary Member Services

Required Qualifications:

• Bachelor’s degree in Business, Healthcare Administration, or a related field, or equivalent practical experience
• 8+ years of progressive leadership experience in member services, healthcare operations, compliance, quality, or specialized service programs
• 3+ years of senior leadership experience overseeing multiple teams or service lines
• Experience managing complaints and grievances, prevention programs, or regulated healthcare operations
• Proven ability to design scalable processes and lead cross-functional initiatives
• Demonstrated experience using data and analytics to evaluate performance, identify operational gaps, and drive improvement initiatives
• Hands-on experience developing SOPs, process documentation, and quality frameworks in regulated environments
• Strong communication, leadership, and change management skills

Preferred Qualifications

• Experience supporting Medicaid, Medicare Advantage, or other regulated healthcare programs
• Background in non-emergency medical transportation (NEMT), transportation, or healthcare operations
• Master’s degree in Business, Healthcare Administration, or a related discipline
• Experience working in a fast-growth, mission-driven organization
• Experience managing managers and leading multi-layered teams

Benefits:

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

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

About Us:

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 deliver cost-effective, on-demand transportation intelligently, 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.