Manager, Member Services Optimization

Hi, we’re Gravie. Our mission is to create health benefits that actually benefit small and midsize businesses and their employees. Our innovative benefit solutions and services are developed and delivered by a diverse group of unique people. We encourage you to be your authentic self - we like you that way.

The Manager, Gravie Care Optimization will lead Gravie’s efforts to continuously improve and scale our member and provider services operations. Gravie Care is a hybrid onshore and offshore service team supporting Gravie members, ICHRA participants, and providers across our network. This individual will work with partners within Operations and across Claims Technology, and Product to develop data-backed views on how to improve the productivity, efficiency, and service levels of Gravie Care’s operations, including through upstream service enhancements that reduce call volume and expedite issue resolution for Gravie’s subscribers and provider partners. Once opportunities are identified and prioritized, they will drive forward key projects and initiatives, working cross-functionally to gain alignment and implement impactful new processes, systems, and capabilities.

You Will

• Drive initiatives that improve Gravie Care’s operational performance and enhance the member and provider experience.

• Identify, prioritize, and size high-impact opportunities using a structured, data-driven approach, including upstream improvements that reduce call volume and accelerate issue resolution.

• Design and implement practical systems, process and operational enhancements to optimize efficiency and service delivery.

• Translate business needs into clear, actionable requirements for systems, tools and cross-functional projects.

• Build data-backed business cases to guide decisions and solution deployment.

• Develop structured work plans that anticipate risks, remove barriers and ensure timely execution of initiatives.

• Define success metrics, monitor performance and share actionable insights with stakeholders.

• Partner with Operations, Technology, Product and other teams to align priorities and deliver effective solutions.

• Communicate consistently with stakeholders to drive adoption, alignment and impact of new processes and capabilities.

• Own the execution and measurable outcomes of optimization initiatives across Gravie Care.
  
  

You Bring

• 5+ years of progressive experience in process improvement, operations leadership, consulting, and/or quality improvement. 

• Strong understanding of member and provider services or similar call center operations. 

• Experience designing and delivering large-scale initiatives with measurable outcomes

• Expertise in data analysis, process mapping, and operational design.

• Experience leveraging enabling technologies and introducing automation.

• Experience in a high-growth, fast-paced, and evolving environment.

Preferred:

• Healthcare industry experiences, ideally within health insurance plans or other entities responsible for supporting members with healthcare navigation, eligibility, benefits, and claims payments questions. 
•  SQL, Excel, databases, Tableau or similar data analytics tools

• Lean Six Sigma certification or equivalent process improvement expertise.

Gravie: 

In order to create a more equitable and sustainable future for employer-sponsored health insurance, we need talented people doing amazing work. In exchange, we offer a great overall employee experience with opportunities for career growth, meaningful mission-driven work, and an above average total rewards package.

The salary range for this position is $118,394 - $150,242 annually. Numerous factors including, but not limited to, education, skills, work experience, certifications, etc. will be considered when determining compensation. 

Our unique benefits program is the gravy, i.e., the special sauce that sets our compensation package apart. In addition to standard health and wellness benefits, Gravie’s package includes alternative medicine coverage, generous PTO, up to 16 weeks paid parental leave, paid holidays, a 401k program, transportation perks, education reimbursement, and paid paw-ternity leave. 

A Little More About Us:

• We know healthcare. Our company was founded and is still led by industry veterans who have started and grown several market-leading companies in the space.
• We have raised money from top tier investors who share the same long-term vision as we do of building an industry defining company that will endure over the long run. We are well capitalized.
• Our clients love us. Customer satisfaction rates among employees using Gravie health plans consistently rank above 80% – nearly 40 points above the industry average.
• Our culture is unique. We tend to be non-hierarchical, merit-driven, opinionated but kind people who thrive working in a high-performance, fast-paced environment. People at Gravie care deeply about making a positive impact in the lives of the people we serve. We may not be the right place for everybody, but if you get energized by doing work every day that focuses on putting consumers at the front of the line, we could be a great place for you. It takes unique people and diverse perspectives to deliver our results. We encourage you to be your authentic self – we like you that way.