Member Services Manager - Wall, New Jersey
- Salary
- $115K–$125K
- Hiring from
- United States
- Work type
- Remote
- Posted
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We’re thrilled that you are interested in joining us here at the Amynta Group!
The Manager of Member Services leads the people who are the heart of Guided Health Concierge. You’ll help build, then coach and run our member services team, starting with both our Care Guides and our Billing Guides, and you’ll make sure every member gets warm, accurate, proactive help that solves their problem. You’ll report directly to the Chief Client Officer.This is a hands-on leadership role. In the early days you’ll assist with hiring the team, train them using the training program and resources Guided Health Concierge provides, review member interactions across phone, email and the portal, coach in the moment, jump in on complex cases, and oversee the escalations, reviews, audits and reporting that keep the team aligned. Longer term, you’ll assist with continuing to build the team as Guided Health Concierge brings on new clients, helping plan hiring and training ahead of each launch.
You’ll make sure what happens with members (on the phones, in our member portal and across our systems) meets our standards: meeting our service level agreements, delivering great member experience scores, and turning what members tell us into better service.
This is a critical role. Our Guides are our product: the experience Guided Health Concierge creates for members is what our clients are buying. You’ll make sure your team is aligned with that experience and delivers it consistently.
About Guided Health Concierge
Guided Health Concierge helps our clients’ employees and their families navigate all of their benefits through a combination of technology and humans. We support any benefit a member’s employer provides, and then some. That includes medical, dental, vision, voluntary insurance and company-paid coverage like life and disability. Our technology makes benefits easier to understand and use. Our Care Guides and Billing Guides are the human component: the people members rely on when they’re confused or need help.
We launched in 2026, and we serve employer groups across the country. Our four founders were executives at a well-known national health advocacy company, where each led a core part of the business, including member and client services. We started Guided Health Concierge to build something new, with a focus on clear answers and follow-through for every member.
We’re a small team building something new. As our first Manager of Member Services, you’ll shape how we serve members, and you’ll help build and lead the team that does it.
What you’ll do
Build and lead the team
- Assist with hiring, then onboard and lead Care Guides and Billing Guides, and assist with continuing to build the team as Guided Health Concierge adds new clients, building a team culture of warmth, ownership, accuracy and collaboration.
- Train new Guides using Guided Health Concierge’s training program and resources, oversee their certification, and help keep training current as benefits, laws and clients change.
- Hold regular one-on-ones, set clear goals, write development plans, and recognize great work.
- Address performance concerns quickly, fairly and supportively.
Keep the team aligned with our member experience
- Make sure every Guide consistently delivers the member experience Guided Health Concierge creates: friendly, clear, proactive and persistent.
- Review recorded and live calls, emails and portal messages, coach in the moment, and lead calibration sessions so quality is scored consistently.
- Audit calls, emails, portal messages and cases, from first contact to resolution, for content, sentiment, accuracy, SLA adherence and compliance, and turn findings into coaching.
- Oversee and manage escalations, including complaints and sensitive situations, and step in personally on complex cases.
- Lead regular reviews of cases and member interactions so every Guide stays aligned with our standards.
- Make sure the crisis protocol, HIPAA practices and scope boundaries are followed every time.
Run daily operations
- Manage staffing and schedules to cover our hours (Monday through Friday, 8 a.m. to 9 p.m. ET), including rotating evening shifts and remote Fridays.
- Monitor queues, case aging and workloads in real time, and shift resources as needed.
- Make sure the team meets service level agreements and performance guarantees for response time, resolution time and member satisfaction.
- Lead daily huddles and make sure handoffs between Care Guides and Billing Guides are smooth and complete.
Measure and report results
- Make sure the team follows Guided Health Concierge’s workflows, and work directly with the Chief Client Officer to discuss process improvement opportunities, identify gaps and share feedback that helps us find areas of opportunity.
- Own the member services scorecard: timeliness, quality, member satisfaction (CSAT), Net Promoter Score (NPS) and impact measures such as savings, billing corrections and appeals won.
- Prepare reporting and insights for the Chief Client Officer.
- Spot trends in member requests, carrier problems and billing errors, and recommend fixes.
- Share member feedback with the Chief Client Officer to help improve our technology and services.
What you bring
- 5+ years of experience in health advocacy, care navigation, health plan member services, benefits administration or medical billing, including at least 2 years leading a team
- Deep knowledge of employer health benefits: medical, pharmacy, dental, vision, HSAs, FSAs and HRAs, life, disability and voluntary benefits
- Strong working knowledge of claims, EOBs, prior authorizations, denials and appeals, and medical billing
- A track record of coaching people to deliver warm, high-quality service, including call monitoring and quality programs
- Experience managing to service level agreements and metrics such as CSAT, NPS, response and resolution times
- Calm, sound judgment with escalated and sensitive situations
- Empathy and strong communication skills (written and verbal) with members and team members
- Comfort working in a fast-growing, startup environment
- A strong understanding of HIPAA and how to protect members’ health information
- Bachelor’s degree required
Nice to have
- Experience launching or scaling a member services or advocacy team
- Experience working in the health insurance space
- Experience with self-funded plans, reference-based pricing, PBMs and point solutions
- Knowledge of the No Surprises Act, state balance billing laws, and ERISA claims and appeals rules
- Experience with case management, CRM and call center systems, including call recording and quality tools
- A medical billing or coding certification, or a health care advocacy credential
- Bilingual in English and Spanish
Location, Schedule and Pay
- Reports to: Chief Client Officer
- Direct reports: Care Guides and Billing Guides
- Location: Central Monmouth County, New Jersey
- Schedule: Full-time, salaried position, Monday through Friday. Our team supports members from 8 a.m. to 9 p.m. ET, and you’ll have the flexibility to support evening coverage and team needs as they come up. This schedule may change as we grow and hire team members in other time zones.
- Work model: In office Monday through Thursday. Remote on Fridays.
- Pay: $115,000 to $125,000 per year, based on experience
What we offer
- Competitive pay
- Medical, dental and vision coverage
- Flexible spending account (FSA) or health savings account (HSA), with a company contribution to the HSA
- Company-paid life insurance
- Paid time off and company holidays
- Remote Fridays
- Many additional benefits
- The opportunity to make a difference at a new company
The Amynta Group (the “Company”) is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of any ground of discrimination protected by applicable human rights legislation. The information collected is solely used to determine suitability for employment, verify identity and maintain employment statistics on applicants.
Applicants with disabilities may be entitled to reasonable accommodation throughout the recruitment process in accordance with applicable human rights and accessibility legislation. A reasonable accommodation is an adjustment to processes, procedures, methods of conveying information and/or the physical environment, which may include the provision of additional support, in order to remove barriers a candidate may face during recruitment such that each candidate has an equal employment opportunity. The Company will accommodate a candidate to the point of undue hardship. Please inform the Company's personnel representative if you require any accommodation in the application process.
About Us
About Us
Amynta Group is a premier insurance services company with more than $3.5 billion in managed premium and 2,000 associates across North America, Europe, and Australia. An independent, customer-centered and underwriting-focused company, Amynta serves leading carriers, wholesalers, retail agencies, auto dealers, OEMs, and consumer product retailers with innovative insurance and warranty protection solutions. Amynta operates through three segments: Managing General Agencies; Warranty, including automotive, consumer and specialty equipment; and Specialty Risk Services. For more information, visit amyntagroup.com.
Benefits
This link leads to the machine readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers. The machine-readable files are formatted to allow researchers, regulators, and
application developers to more easily access and analyze data.
