Manager, Member Journey & Knowledge Management

Radiology is the second most used healthcare service, used by over 51% of the workforce annually. Despite its critical role, the process for undergoing a medical imaging exam has remained unchanged for decades. OneImaging is solving this with a concierge approach and a premium-quality radiology network of over 5,000 vetted providers across 48 states, reducing imaging costs by 60-80%. Their solution helps patients and families access essential radiology services at fair prices without surprise bills, delivering immediate savings and ROI for employers and payers.

The Manager, Member Journey & Knowledge Management owns two primary outcomes: the health of the Member Services knowledge base, and a complete, accurate picture of the end-to-end member journey — its processes, policies, and pain points.

This role documents and maps how the member journey actually works today, keeps the knowledge base accurate and trustworthy, and uses both to identify where Product can improve the member experience, focusing on efficiency, effectiveness, and automation.

Success in this role means:

• A clean and trusted knowledge base for both human and AI agents,
• A fully mapped and understood end-to-end member journey, and
• A clear, evidence-based view for the Product team on where to invest next.

What You’ll Do:

Knowledge Base Health & Governance

• Own the OneImaging knowledge base as the single source of truth.
• Manage the knowledge content lifecycle: identify and remediate outdated, duplicate, conflicting, or orphaned content.
• Establish and maintain governance frameworks for content ownership, review cycles, approvals, and retirement.
• Define and maintain knowledge architecture, including taxonomy, tagging, and organization to ensure content is findable.
• Monitor knowledge health, including accuracy, freshness, duplication, content gaps, and search effectiveness.
• Ensure content is structured to support both human agents and AI-enabled support tools.
• Build reporting and dashboards for leadership visibility into knowledge base health.

End-to-End Member Journey Processes & Policies

• Document the full member journey, encompassing every process and policy from first contact through resolution.
• Partner with Business Owners and Product SMEs to validate that documented processes reflect actual practice.
• Ensure consistent reflection of process or policy changes across all documentation and the knowledge base.
• Build and maintain visual, end-to-end process maps of the member journey across systems, teams, and handoffs.

Product Enablement for Member Journey Improvement

• Serve as the Member Services voice into Product, translating journey pain points and knowledge gaps into product opportunities.
• Analyze journey data, member feedback, and knowledge base usage to identify product improvement opportunities.
• Maintain visibility into upcoming product changes affecting the member journey and assess their downstream impact.
• Partner with Product to validate that shipped changes improve the member experience as intended.

About You:

Required Experience

• 5+ years in knowledge management, business process management, or journey/process mapping, preferably within Digital Health, Health Insurance, Radiology, or Tech-Enabled Healthcare Services.
• Proven experience owning a knowledge base end-to-end, including governance practices (ownership, review cycles, accuracy standards, retirement).
• Hands-on experience building and maintaining process maps (e.g., Visio, Lucidchart, Miro) for complex, cross-functional workflows.
• Experience partnering with Product teams to translate operational or process insights into clear requirements or opportunities.
• Comfortable working without direct reports, able to drive outcomes by influencing SMEs, Product, and Operations partners.
• Experience with knowledge base and CRM/support platforms (e.g., Zendesk, Salesforce, Notion).
• Highly self-directed, with the ability to build governance and mapping standards from first principles.

Preferred Qualifications

• Background in radiology, medical imaging, or diagnostic services — clinical coordination, patient access, or operations.
• Familiarity with radiology workflows: prior authorization, imaging order management, payer-specific protocols, provider network coordination.
• Experience structuring knowledge content for AI-enabled support tools.

Who You Are

A systems thinker who instinctively maps how work actually flows before trying to fix it.

• Treats a messy knowledge base or undocumented process as something to solve, not just flag.
• Keeps the member at the center of every process, policy, and product conversation.
• Believes affordable, transparent healthcare access matters and wants their work to contribute to that mission.
• Data-driven but human-centered: uses journey and knowledge data to find problems and judgment to prioritize fixes.