Member Experience Lead

Who We AreRo is a direct-to-patient healthcare company with a mission of helping as many patients as possible achieve their health goals. Ro is the only company to offer telehealth care, at-home diagnostic testing, labs, and pharmacy services nationwide. This is enabled by Ro's vertically integrated platform that helps patients achieve their goals through a convenient end-to-end healthcare experience spanning from diagnosis, to delivery of medication, to ongoing care. Since 2017, Ro has helped millions of patients in nearly every single county in the United States, including 98% of primary care deserts. 
Ro was recognized as a CNBC Disruptor 50 in 2022, listed by Inc. Magazine as a Best Place to Work in 2022 for our third consecutive year, and named one of FORTUNE's 2022 Best Medium Workplaces.
As part of the Member Experience Operations team, you will be responsible for motivating your team of Member Experience Coordinators to deliver their best performance, ensuring best-in-class customer service for our members. You have a passion for customer service and have a hunger for developing team members while continuously driving quality, efficiency, and operational excellence. You love working with people and have the energy and charisma to create an engaging work environment. You are driven by process improvement and always look “under the rock” to find innovative ways to improve the experience of our members and coordinators. As a Member Experience Lead, you will be responsible for managing the day-to-day operation of Ro’s customer service team, acting as a resource for Coordinators as they respond to member requests through phone/email/SMS, and identifying areas of opportunity to improve the member experience.
This schedule would be covering our teams from Monday - Friday

What You’ll Do:

• Manage daily Member Experience Team operations: monitor and adapt to SLAs, make staffing adjustments as needed, and identify and surface member trends
• Conduct monthly performance reviews of coordinators on your team
• Assist in professional development of coordinators by identifying strengths and areas for improvement, as well as helping to determine their professional interests
• Identify and surface team-wide opportunities for new training or improved processes
• Manage projects to improve operations and quality on the Member Experience Team

What You’ll Bring:

• 2+ years experience in a customer-facing role and a passion for customer service
• Minimum of 1 year of experience managing a team
• Well-organized and able to prioritize competing objectives
• Performs well under pressure and adapts easily to changing operational challenges
• Enjoys working in a fast-paced environment
• Has an eye for identifying areas for process improvement, and the creativity to drive those improvements
• Interest in people management and development
• Experience with Zendesk or other contact center tools preferred

We've Got You Covered:

• Full medical, dental, and vision insurance + OneMedical membership
• Healthcare and Dependent Care FSA
• 401(k) with company match
• Flexible PTO
• Wellbeing + Learning & Growth reimbursements
• Paid parental leave + Fertility benefits
• Pet insurance
• Student loan refinancing
• Virtual resources for mindfulness, counseling, fitness, and physical therapy

We welcome qualified candidates of all races, creeds, genders, and sexuality to apply.

The base salary for new hires in this position is $70,000, in addition to a competitive equity and benefits package (as applicable). When determining compensation, we analyze and carefully consider several factors, including location, job-related knowledge, skills and experience. These considerations may cause your compensation to vary.
Ro recognizes the power of in-person collaboration, while supporting the flexibility to work anywhere in the United States. For our Ro’ers in the tri-state (NY) area, you will join us at HQ on Tuesdays and Thursdays. For those outside of the tri-state area, you will be able to join in-person collaborations throughout the year (i.e., during team on-sites).
At Ro, we believe that our diverse perspectives are our biggest strengths — and that embracing them will create real change in healthcare. As an equal opportunity employer, we are committed to building an inclusive environment where you can be you.
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