Sharecare
digital health
VP,Navigation&MemberServices
Neural analysis suggests this role is
optimal for Senior candidates.
“VP, Navigation & Member Services at Sharecare. Skills: Navigation and Advocacy Leadership, Operational Performance and Scalability, Leadership, Engagement, and Culture, Client Partnership and Delivery. Leading Sharecare’s Navigation, Advocacy, and Customer Service operations across multiple programs and clients.. Ensuring members are effectively guided to appropriate services, providers, programs, and resources.”
What You'll Achieve.
Improve operational performance; Improve engagement; Improve member experience; Reduce attrition; Ensure services are delivered efficiently, consistently, and in alignment with client and organizational goals.; Ensure navigation services deliver measurable value to clients and support overall client performance goals.
Industry & Context.
What They're Looking For.
Must Have
10+ years of experience in healthcare navigation, advocacy, member services, care management, customer experience, or population health programs., Experience leading large teams and multiple managers., operational leadership and performance management experience., Experience improving engagement, member experience, and operational performance., Experience scaling teams, workflows, and operations across multiple programs or clients., leadership and people development skills with a focus on engagement, retention, and accountability., Experience working cross-functionally with technology, analytics, product, and client teams.
Nice to Have
Experience working with health plans, employer health programs, provider systems, or navigation/advocacy vendors preferred., Understanding of healthcare benefits, provider networks, site-of-care programs, and care navigation workflows preferred.
What You'll Do.
Leading Sharecare’s Navigation
and Customer Service operations across multiple programs and clients.
Ensuring members are effectively guided to appropriate services
Overseeing advocacy and navigation program performance
and productivity metrics.
Establishing best practices for healthcare navigation
including provider navigation
site-of-care guidance
and connection to clinical programs and services.
Partnering with Care Delivery teams to ensure seamless transition from navigation to clinical services when appropriate.
Supporting the continued development and scaling of Sharecare’s navigation and advocacy services.
Overseeing day-to-day operations of navigation
and customer service teams.
Establishing staffing models
productivity expectations
and workforce planning across teams.
Improving operational processes
and efficiency across member services operations.
Standardizing workflows
and operational practices across teams.
Partnering with Analytics to monitor performance metrics and identify improvement opportunities.
Supporting implementation of new clients
Partnering with Product and Technology teams to improve workflows
Leading and developing managers and team leaders across advocacy
and customer service teams.
accountable culture across member-facing teams.
Addressing attrition through leadership development
onboarding improvements
and manager coaching.
Establishing clear performance expectations and accountability structures.
Promoting colleague engagement
professional development
and leadership development.
Fostering a culture focused on service excellence
and continuous improvement.
Serving as operational leader for Navigation and Member Services in client meetings and operational reviews.
Representing navigation and advocacy services
and performance metrics to clients.
Partnering with Account Management and Client Success teams to ensure client expectations and performance commitments are met.
Addressing client concerns related to service delivery
or member experience.
Supporting implementations
and new service launches.
Collaborating with clinical
and analytics teams to ensure services evolve based on client needs.
Ensuring navigation services deliver measurable value to clients and support overall client performance goals.
How You'll Work.
Team & Collaboration
Partner with Care Delivery teams; Partner with Analytics; Partner with Product and Technology teams; Partner with Account Management and Client Success teams; Collaborate with clinical, product, and analytics teams
Process & Methodology
Support implementation of new clients, programs, and services., Support implementations, program changes, and new service launches.
Full Job Description
_**Job Description:**_ Sharecare is the leading digital health company that helps people – no matter where they are in their health journey – unify and manage all their health in one place. Our comprehensive and data-driven virtual health platform is designed to help people, providers, employers, health plans, government organizations, and communities optimize individual and population-wide well-being by driving positive behavior change. Driven by our philosophy that we are all together better, at Sharecare, we are committed to supporting each individual through the lens of their personal health and making high-quality care more accessible and affordable for everyone. To learn more, visit [www.sharecare.com](http://www.sharecare.com/). **_Job Summary:_** The VP, Navigation & Member Services is responsible for leading Sharecare’s Navigation, Advocacy, and Customer Service operations, including Family Health Advocacy and member support services. This organization serves as the front door to Sharecare services, supporting member engagement, healthcare navigation, advocacy, and connection to clinical programs and services. This role oversees operational performance, member experience, engagement, and service delivery across member-facing teams and ensures services are delivered efficiently, consistently, and in alignment with client and organizational goals. This leader will play a key role in continuing to build and mature Sharecare’s navigation and advocacy capabilities as the organization evolves its population health service model. This role is also client-facing and will serve as an operational and program leader in client meetings, representing navigation and member services performance, workflows, and service model, and partnering with account and client teams to address client needs and operational performance. The ideal candidate is a strong operational and people leader with experience in healthcare navigation, advocacy, or member services programs who can lea
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