TensorOps is hiring a Manager, Member Services – Medication Access & Support Programs to lead and scale a Member Services function supporting a pharmacy-enabled medication access program. You will be the operational owner, accountable for performance outcomes, staffing capacity, cross-functional alignment, and continuous improvement across complex insurance and pharmacy workflows.
What You'll Do
- Lead, coach, and develop Team Leads and Member Services Associates.
- Set clear expectations around quality, productivity, and member experience.
- Own hiring, onboarding, performance management, and career development.
- Foster a culture of accountability, empathy, and continuous improvement.
- Own performance outcomes for medication access including resolution time, pharmacy turnaround, quality scores, and member satisfaction.
- Ensure consistent execution of pharmacy coordination, insurance navigation, and escalation workflows.
- Partner with Workforce Management on staffing models, headcount planning, and capacity forecasting.
- Serve as the primary operational partner for pharmacy vendors, owning escalation patterns, performance issues, and workflow alignment.
- Collaborate closely with clinical operations, product, legal, and risk teams to resolve systemic issues.
- Represent Member Services in cross-functional forums and planning discussions.
- Own operational risk management, compliance adherence, and audit readiness for medication access workflows.
- Serve as escalation owner for high impact, systemic, or cross-team issues.
- Ensure teams adhere to privacy, PHI, and non-clinical scope requirements.
- Identify trends and friction points across pharmacy, insurance, and member workflows.
- Lead process improvements, tooling enhancements, and documentation updates.
- Drive change management as partners, policies, and workflows evolve.
- Support program scaling including new pharmacy partners or expanded offerings.
What We're Looking For
- 5+ years of experience in healthcare operations, member services, pharmacy operations, or insurance support.
- 2+ years of people management experience in complex, high-volume support environments.
- Strong understanding of pharmacy fulfillment, insurance coverage, and medication access workflows.
- Proven ability to manage operational risk, escalations, and cross-functional dependencies.
- Strong leadership, communication, and decision-making skills.
Nice to Have
- Experience leading teams supporting specialty or high-demand medications.
- Background in prior authorization, benefit investigation, or pharmacy partnerships.
- Experience scaling new programs or standing up new service lines.
- Experience with Zendesk highly preferred or other CX tools.
- Fluency in Spanish or another commonly spoken member language.
Technical Stack
- Zendesk
Team & Environment
You will lead a Team Lead and a group of frontline associates, serving as the operational owner of the Member Services function.
Benefits & Compensation
- Compensation: $106,000 - $125,000 per year + equity: stock options
- Maven for Mavens: access to the full platform and specialists.
- Whole-self care through wellness partnerships.
- Hybrid work, in-office meals, and work together days.
- 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+).
- Annual professional development stipend and access to a personal career coach through Maven for Mavens.
- 401K matching for US-based employees, with immediate vesting.
- Employer-covered health, dental, and insurance plan options.
Work Mode
This is a remote position open to candidates located in the United States.
TensorOps is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.
