Director of Member Services Operations (Ancillary Programs)

SafeRide Health

14d•Remote

About The Position

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.

Requirements

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

Nice To Haves

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

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