Focus Member Supervisor, SafeRide Health

• High school diploma or equivalent
• Previous supervisory or leadership experience with proven success in coaching and managing staff
• Proficiency with dashboards, reporting tools, and CRM systems
• Advanced problem-solving skills with the ability to guide and coach team members effectively
• Strong verbal, written, and interpersonal communication skills
• Minimum 3 years of experience in customer service, healthcare coordination, or call center environments

Desirable

• As a Focus Member Supervisor, you will lead a team of Focus Member Coordinators responsible for delivering proactive, white-glove, tier-based support to high-priority members
• You will provide coaching, training, and performance management while ensuring operational excellence, quality control, and compassionate service
• This is an opportunity to make a meaningful impact on the lives of members who rely on SafeRide most, while strengthening SafeRide’s reputation as a trusted transportation partner
• Recruit, onboard, mentor, and supervise a team of Focus Member Coordinators
• Manage scheduling, expectations, and performance, while ensuring compliance with operational procedures
• Partner with Training Specialists and Operations leadership to deliver ongoing development and reinforcement of best practices
• Foster a culture of collaboration, accountability, and mission alignment across the team
• Oversee delivery of tier-based, white-glove support to Focus Members, ensuring standards are consistently met
• Monitor the Focus Member Dashboard to track metrics, memberships, and escalations
• Implement quality control measures and productivity programs to drive continuous improvement
• Report performance trends and concerns to Operations leadership, recommending solutions that improve service delivery
• Ensure compliance with Service Level Agreements (SLAs) and contractual requirements
• Act as an escalation point for complex member issues and Focus Member phone line inquiries
• Support resolution of challenging ride coordination and specialized mobility accommodations
• Collaborate with Routing and Network teams to proactively address potential service disruptions
• Provide regular updates to leadership on Focus Member satisfaction, trends, and opportunities for improvement