Member Services Manager

Member Services Manager

Member Services Manager: We Care Daily Clinics

Location: North Seattle, WA

Join Our Mission!

We Care Daily Clinics (WCDC), North Seattle, located at 13555 Aurora Ave N. Seattle, WA 98133, is a new clinic that is modeled on our Auburn location. Working at We Care Daily Clinics is rewarding, yet challenging work as you help support our members during some of their most challenging and vulnerable times.

WCDC seeks to renew hope and purpose for those battling opioid use by removing barriers, providing a holistic approach to recovery, and utilizing evidence-based treatment to restore healthy living. Our top priority is to provide the highest levels of patient-centered care to those we serve.

WCDC is an Opioid Treatment Program (OTP) facility using FDA approved medication paired with behavioral health counseling. Our individual service plans are built around patients in a supportive, safe environment to create a personalized pathway to recovery. In addition to recovery, we also offer planned patient transportation and family and social support.

Job Description: Member Services Manager

Position Overview

The Member Services Manager leads teams like a player and a coach that provides critical services to support our members on their journey to recovery. This position oversees the Member Services Representatives (MSRs), Safety Team, Member Transportation Specialists, and Care Navigators. The Member Services Manager ensures seamless coordination among these teams to create a safe, supportive, and welcoming environment that prioritizes member needs and enhances overall clinic operations.

Key Responsibilities

Team Leadership & Management

• Supervise and mentor team members, including MSRs, Safety Team, Member Transportation Specialists, and Care Navigators.
• Develop and implement training programs to ensure staff proficiency and alignment with organizational values and objectives.
• Conduct regular performance evaluations and provide constructive feedback to foster professional growth.
• Collaborate with supervisors and leads to maintain consistency across locations and roles.

Member Engagement & Experience

• Ensure a welcoming and inclusive environment for all members and visitors.
• Oversee team efforts to address member concerns and ensure prompt resolution in a professional manner.
• Foster collaboration across teams to streamline member services, including transportation, safety, care navigation, and check in support.
• Monitor and evaluate member satisfaction to identify and implement areas for improvement.

Operational Excellence

• Develop and enforce policies and procedures for safety, member services, and transportation operations.
• Oversee scheduling, resource allocation, and administrative functions to ensure smooth clinic operations.
• Conduct regular audits of team performance, safety protocols, and member interactions to maintain high-quality standards.
• Manage resources efficiently while maintaining service quality.

Strategic Planning & Collaboration

• Collaborate with clinic leadership to align member experience initiatives with organizational goals.
• Work as a player and a coach.
• Analyze data and feedback to develop strategies that enhance member satisfaction and operational efficiency.
• Serve as a liaison between teams, ensuring open communication and a unified approach to member services.

Required Qualifications

• Bachelor's degree in healthcare administration, business management, or a related field (or equivalent experience).
• Minimum of 3 years of management experience, preferably in a healthcare or human services setting.
• Demonstrated leadership skills with the ability to manage diverse teams effectively.
• Strong interpersonal and communication skills, with a focus on member-centered care.
• Experience with conflict resolution, de-escalation techniques, and safety protocols.
• Proficiency in Microsoft Office and familiarity with electronic medical records (EMR) systems.

Preferred Qualifications

• Experience in substance use recovery or behavioral health settings.
• Knowledge of transportation and safety management principles.

Work Environment & Physical Requirements

• Ability to work in a fast-paced, dynamic clinic setting.
• May require standing, walking, or sitting for extended periods.
• Initial intermittent travel.

This role is critical to ensuring that members receive consistent, compassionate, and high-quality support from all aspects of our clinic operations. The Member Services Manager embodies the organization's commitment to providing a safe and inclusive environment for all.

Additional Information

• Work Environment: This role involves clinical oversight across mobile units and may require occasional travel to various clinics to ensure consistency in member care.
• WeCare Daily Clinics Commitment: We apply tribal preference in employment consistent with tribal law. Employment is at-will, and all applicants are subject to drug testing and background investigations.

Why Join Us?

Impactful Work: Play a key role in maintaining safe, functional, and welcoming healthcare spaces for our community!

Career Growth: Learn and develop your skills while making a tangible difference!

Competitive Pay & Benefits: We recognize your hard work with great compensation and perks!

Exciting Environment: No two days are the same – take on new challenges every day!

Tribal Preference Statement: We Care Daily Clinic is committed to supporting Indigenous communities. Preference in hiring is given to qualified Native American and Alaska Native applicants in accordance with applicable laws. We celebrate diversity and welcome all applicants who are passionate about our mission!

Ready to jump in and make a difference? Apply now and be part of something bigger!