At GDIT, people are our differentiator. As Member Services Lead of a TPA program, you will support a highperforming team dedicated to delivering exceptional service to applicants and members of a federal health program. You will manage an operational team, guide frontline staff, resolve complex member issues, and support operational workflows that drive member satisfaction and service excellence. Your leadership will help ensure a consistent, highquality experience for every member we serve.
Responsibilities:
Lead a team of over 30 FTEs responsible for application and member request processing, call center services, and operational and data quality support.
Serve as the main point of contact for our customer, working closely to resolve complex and sensitive applicant and member issues
Own workflow prioritization and service levels across all member touchpoints providing operational support, guidance, and subjectmatter expertise for the member services team
Drive workforce management practices (forecasting, scheduling, adherence), while managing onboarding, training programs, and ongoing coaching programs, and performance reviews in collaboration with supervisory staff.
Foster a member-first culture of accountability, service excellence, and continuous improvement.
Manage performance against KPIs and AQL metrics (processing times, turnaround, quality, follow up activities, data accuracy, backlog/aging).
Conduct root-cause analysis on performance issues; implement data-driven corrective actions and continuous improvement initiatives
Partner with QA and Training to refine call handling, knowledge base content, and process SOPs.
Collaborate with crossfunctional teams to resolve member-impacting issues and streamline service processes
Track trends in member concerns, case types, and operational challenges; communicate insights to leadership
Partner with the business analyst team to continuously identify process improvements that enhance member experience, quality, and workflow efficiency and utilize data to improve operations, exchanges with trading partners, and identify new trends across the program
Ensure compliance with HIPAA and federal program requirements; maintain robust PHI safeguards and audit-ready documentation.
Required Skills:
7+ years of progressive experience in health plan or TPA operations, specific to member services, customer service, and call center operations
5+ years of people leadership, managing teams in a high-volume service environment
Demonstrated track record of root-cause analysis, issue triage, and rapid corrective action
Strong command of call center operations, process optimization, and KPI/SLA management
Demonstrated ability to utilize automated tools to enhance daily operational processes
Proficiency with operational dashboards, ability to partner on SQL/Excel analyses and translate insights into action
Excellent communication and stakeholder management skills; able to brief government customer and collaborate with counterparts
