Member Experience Lead – Healthcare Support (Care Guide Lead)

We were tired of hearing that healthcare is broken, so we decided to do something about it. At Nomi Health, we believe the care itself isn’t broken — it’s the business of healthcare that gets in the way. Every year, more than $1 trillion is wasted on paperwork, delays, and middle layers that drive up costs and keep people from the care they need. 

We’re rebuilding the system so it works the way it should: clear prices you can trust, faster payments that keep providers focused on patients, and data that helps employers make better decisions. Our work has already touched more than 30 million lives — from local communities in Michigan to some of the largest companies in the country. 

We are seeking a Care Guide Lead to join our team in Salt Lake City, Utah. You will be passionate about helping others, thrives in dynamic environments, and is ready to lead a team of Care Guides in delivering exceptional service and support.

You will be a compassionate leader who can inspire and guide a team, while also rolling up their sleeves to support patients and providers directly. You’ll play a key role in shaping the member experience and driving operational excellence.

• Must be available to work on-site three days per week and remote on Fridays as part of a hybrid schedule.
• Lead, coach, and support a team of Care Guides, ensuring high performance, engagement, and alignment with Nomi Health’s mission.
• Monitor and respond to incoming calls, emails, and chats in a friendly, timely, and HIPAA-compliant manner.
• Serve as a point of escalation for complex member or provider issues, ensuring resolution and satisfaction.
• Identify member needs, clarify information, research issues, and provide effective solutions and alternatives.
• Oversee daily workflows and ensure team coverage across inbound/outbound communications.
• Conduct regular team huddles, performance check-ins, and training sessions to foster continuous improvement.
• Maintain accurate and thorough documentation in the Care Management software.
• Ensure compliance with HIPAA and PHI regulations across all team activities.
• Collaborate cross-functionally with other departments to improve processes and member outcomes.
• Perform other related duties as assigned.

• High school diploma/GED required; associate or bachelor’s degree preferred.
• 2 years of customer service experience, ideally in healthcare or a related field.
• 1 year of leadership or supervisory experience, with a proven ability to motivate and manage a team.
• Solid understanding of the healthcare industry (insurance, medical benefits, billing, etc.).
• Proficiency with Microsoft Office, messaging apps, and CRM or care management platforms.
• Strong verbal and written communication skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Professional demeanor and empathy when assisting members experiencing challenges.
• Willingness to cover on-call shifts and support team scheduling needs.

Nomi Health delivers disruptive healthcare solutions, in partnership with like-minded employers, public sector organizations, advisors (brokers/consultants), and payers/TPAs. We’re a team of 300 people who show up every day with the same mindset: don’t settle for “that’s just how it is.” Real change happens when you challenge the system, cut through the excuses, and build something better together.