VP, Navigation & Member Services

Sharecare, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Lead Sharecare’s Navigation, Advocacy, and Customer Service operations across multiple programs and clients, ensuring seamless member engagement and service delivery.
• Guide members effectively to appropriate healthcare services, providers, clinical programs, and resources through structured navigation and advocacy workflows.
• Oversee performance metrics for advocacy and navigation programs, including member engagement, activation, case resolution, experience, and productivity.
• Establish and standardize best practices for healthcare navigation, including provider navigation, benefits navigation, site-of-care guidance, and connection to clinical services.
• Partner with Care Delivery teams to ensure smooth transitions from navigation to clinical care, aligning service pathways with member needs.
• Oversee day-to-day operations of navigation, advocacy, and customer service teams, including staffing models, workforce planning, and productivity expectations.
• Improve operational efficiency by refining workflows, processes, and systems across member-facing teams and implementing standardized practices.
• Collaborate with Analytics teams to monitor key performance indicators and identify opportunities for operational improvement and scalability.
• Support the implementation of new clients, programs, and services, ensuring timely and accurate deployment of navigation and member services.
• Partner with Product and Technology teams to enhance workflows, integrate automation, and improve system functionality for member services.
• Lead, develop, and coach managers and team leaders across advocacy, navigation, and customer service departments to build leadership capability and operational discipline.
• Foster a positive, accountable, and engaged culture within member-facing teams through clear performance expectations, career pathways, and professional development opportunities.
• Address team attrition through targeted leadership coaching, improved onboarding, and structured career advancement frameworks.
• Serve as the primary operational leader for Navigation and Member Services in client meetings and operational reviews, representing performance, workflows, and service model.
• Represent navigation and advocacy services to clients, ensuring alignment with client expectations, performance commitments, and contractual obligations.
• Partner with Account Management and Client Success teams to address client concerns related to service delivery, member experience, and operational performance.
• Collaborate with clinical, product, and analytics teams to evolve navigation services based on client feedback and changing health program needs.
• Ensure navigation services deliver measurable value to clients and directly support overall client performance and population health goals.
• Drive the continued development and scaling of Sharecare’s navigation and advocacy capabilities as the organization expands its population health service model.

🎯 Requirements

• 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
• Strong 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
• Strong leadership and people development skills with a focus on engagement, retention, and accountability

🏖️ Benefits

• Remote work environment
• Equal Opportunity Employer with inclusive hiring practices
• Opportunity to work at the forefront of digital health innovation
• Exposure to clients across health plans, employers, provider systems, and government organizations

Skills & Technologies

Remote

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Sharecare, Inc.

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About Sharecare, Inc.

Sharecare, Inc. is a digital health company that provides a platform connecting consumers, patients, and healthcare providers. It offers tools for health assessments, condition management, care coordination, and wellness programs. The company integrates data from electronic health records, wearable devices, and user inputs to deliver personalized health insights and recommendations. Sharecare serves individuals, employers, health plans, and health systems through mobile and web applications. Founded in 2010, it is headquartered in Atlanta, Georgia.

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