Senior Specialist, Team Lead Member Experience

Who We Are:

Managed Health Care Associates, Inc.

(MHA) provides care communities access, solutions, and insights to help them run their businesses more effectively.

Our members include post-acute providers across the care continuum, including long-term care, home infusion, specialty pharmacies, senior living, and other group living facilities.

Our team of associates is passionate about our common mission of helping people age with grace and championing our core values of being Curious Learners, Selfless Advocates, and Relentless Finishers.

Who we’re looking for:

The Senior Specialist, Member Experience Team Lead serves as the functional lead for the Member Experience team and provides day-to-day leadership, operational oversight, coaching, and subject matter expertise for Account Representatives, Senior Account Representatives, and Associate Account Representatives.

Reporting to the Sr.

Manager, Member Experience, this role supports team performance, onboarding, quality standards, process improvement, automation initiatives, and cross-functional operational execution.

While the position does not have direct reports, it serves as the primary resource for team guidance, escalation management, training, workflow coordination, and continuous improvement efforts.

The Team Lead plays a critical role in ensuring operational excellence, service consistency, and a high-quality member experience across all Member Experience functions.

What You’ll Be Doing:

Team Leadership & Operational Oversight


* Serve as the functional lead for Account Representatives, Senior Account Representatives, and Associate Account Representatives.


* Provide day-to-day leadership, guidance, and support to ensure consistent execution of team priorities, service standards, and operational objectives.


* Coordinate workload distribution, queue management, and resource allocation to optimize productivity and member service levels.


* Monitor team capacity, workflow efficiency, and turnaround times; identify bottlenecks and implement solutions to improve performance.


* Serve as the primary escalation point for complex onboarding, eligibility, account maintenance, and member service issues.


* Support the Sr.

Manager, Member Experience in executing departmental goals, projects, and operational initiatives.


* Assist in establishing team priorities, monitoring progress, and driving accountability for key deliverables.

Team Development, Onboarding & Performance Support


* Support recruitment activities, including candidate screening, interviewing, and selection recommendations.


* Lead onboarding and training programs to ensure successful integration of new team members.


* Provide ongoing coaching, mentoring, and development support to improve individual and team performance.


* Assist in monitoring employee performance and identifying development opportunities and performance concerns.


* Conduct regular knowledge-sharing ...