Director, Member Services

Radiology is the second most used healthcare service, used by over 51% of the workforce annually. Despite the critical role of radiology in healthcare, the process for undergoing a medical imaging exam has remained unchanged for decades. OneImaging is solving this with a concierges approach and a premium-quality radiology network of over 4,000 vetted providers across 48 states, which also reduces imaging costs by 60-80%. Our solution helps patients and families access essential radiology services at fair prices and without surprise bills, all while delivering immediate savings and ROI for employers and payers on every exam.

As the Member Services Leader, you will be responsible for building and scaling our member services team, ensuring that members successfully complete their exams while receiving seamless, personalized support throughout their imaging journey. You will define our operational playbook, implement data-driven processes, and collaborate cross-functionally to drive engagement, efficiency, and growth. This role is ideal for a results-oriented operator and leader with experience leading high-growth member services teams. Digital health experience is preferred, but is not required to achieve success in this role.

Responsibilities:

• Design, hire, and lead a high-performing member services team that helps our members complete exams with exceptional member satisfaction.
• Ensure members receive a seamless experience from order received > approved prior-authorizations > imaging exam completion.
• Establish processes, tools, KPIs, and clear objectives to ensure efficiency and scalability.
• Implement technology and automation to streamline operations while maintaining a human-first experience.
• Utilize data and analytics to optimize workflows and enhance performance.
• Collaborate with marketing, product, customer success, and provider teams to identify and implement opportunities to improve conversion, engagement, and satisfaction.
• Provide feedback loops to improve our care navigation platform and operational efficiency.

Qualifications:

• 7+ years in member services and/or operations, ideally at a digital health company.
• Experience scaling member operations in a high-growth environment.
• Strong analytical skills with the ability to measure and optimize performance.
• Thrives in a collaborative environment and works well across clinical, operations, product, and engineering.
• Able to balance automation, personalization, and efficiency.
• Comfortable working with CRM, chatbots, AI-driven support tools, and workflow automation.

• Competitive salary and bonus structure

• Comprehensive health, dental, and vision insurance
• Flexible work schedule and remote work options
• Opportunities for professional development and career growth

OneImaging is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.