Mae is looking for a Member Services Manager with an active, unrestricted Advanced Practice Provider (APP)  license in Illinois (Nurse Practitioner or Physicians Assistant) who is passionate about maternal health equity. The Member Services Manager is a management role responsible for the quality and performance of all member services at Mae. This role will play a critical role in driving member enrollment, member utilization of platform and doula services and achievement of value-based services (VBS) targets. This ensures we deliver on our contractual obligations to our health plan partners and achieve Mae’s clinical and performance targets. The Member Services Manager will report directly to the Head of Operations and directly manage three small teams: Member Enrollment, Care Coordination, and Member Engagement. Key responsibilities include: Team Management: Manage three small teams of:Outreach Specialists responsible for outbound outreach to health plan members  to provide education on Mae and achieving monthly enrollment targets.Care Coordinators responsible for coordinating more complex member needs, providing pregnancy education, and conducting health assessments. Member Engagement Specialists responsible for managing routine member engagement communications (phone, e-mail, text) to encourage doula and platform engagement, or facilitating benefits requests.Ensuring Process Oversight, Target Achievement, and Performance of managed teamsEnsuring that each team member understands their role and responsibilities while providing them with the tools (e.g., data, dashboards, processes) and support needed to excelEnsuring procedures for core responsibilities are documented (and documentation is maintained) and team members operate consistentlyIdentify and implement opportunities to streamline processes, reduce friction, and improve clarity in cross-functional interactionsMaximize individual contributions by harnessing each team member’s unique strengths and addressing their key areas for growthMonitor team-level engagement and performance metrics and progress to defined monthly health plan targets Value Based Services (VBS) Oversight and ManagementDeveloping and maintaining clinically robust reference materials that can be used by non-clinical Care Coordinators during VBS member communications to address needs and questions as well as drive member compliance with VBS measuresDeveloping priority lists for VBS achievements aligned with monthly revenue targetsMonitoring progress to target achievement over time, encouraging and motivating teams as needed to stay aligned and achieve prioritized targetsStrategic leadership on outreach methods and optimizations to achieve VBS targetsCare Management services including nurse triage, transitions of care, supporting care coordination, and member education Provide direct services and oversight over all fee-for-service eligible services to Mae members