Sharecare
digital health
VP,Navigation&MemberServices
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“VP, Navigation & Member Services at Sharecare. Skills: Navigation, Advocacy, Member Services, Operational Performance. Lead Sharecare’s Navigation, Advocacy, and Customer Service operations. Ensure members are effectively guided to appropriate services”
What You'll Achieve.
improve engagement; improve member experience; reduce attrition; establish operational discipline; ensure client expectations are met; ensure services evolve based on client needs; 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, Understanding of healthcare benefits, provider networks, site-of-care programs, and care navigation workflows
What You'll Do.
Lead Sharecare’s Navigation
and Customer Service operations
Ensure members are effectively guided to appropriate services
Oversee advocacy and navigation program performance
Establish best practices for healthcare navigation
Partner with Care Delivery teams for seamless transition
Support development and scaling of navigation services
Oversee day-to-day operations of member services teams
Establish staffing models and productivity expectations
Improve operational processes
Standardize workflows
and operational practices
Partner with Analytics to monitor performance metrics
Support implementation of new clients
Partner with Product and Technology teams to improve workflows
Lead and develop managers and team leaders
Address attrition through leadership development
Establish clear performance expectations and accountability
Promote colleague engagement and professional development
Foster a culture focused on service excellence
Serve as operational leader in client meetings
Represent navigation and advocacy services to clients
Partner with Account Management to ensure client expectations
Address client concerns related to service delivery
Support implementations
Collaborate with clinical
Ensure navigation services deliver measurable value
How You'll Work.
Team & Collaboration
Partner with Care Delivery teams; Partner with Analytics to monitor performance metrics; Partner with Product and Technology teams; Partner with Account Management and Client Success teams; Collaborate with clinical, product, and analytics teams
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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