Senior Director, Member Services

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🕒 Fevereiro 22

🏄 California – Remoto

🏄 California – Remote

💵 $125.400 - $193.116 / ano

⏰ Tempo Integral

🟠 Sênior

👔 Diretor

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Homebase Medical

SiteLinkedInTodas as Vagas

51 - 200 funcionários

👥 B2C

🤝 B2B

🧘 Bem-estar

B2C • B2B • Wellness

A Homebase Medical oferece serviços de cuidados primários e de saúde crônica em casa para idosos com dificuldades de locomoção, realizando visitas domiciliares e atendimento virtual para apoiar o envelhecimento em casa. A empresa oferece Visitas Anuais de Bem-Estar pelo Medicare, cuidados de transição pós-alta, serviços de cuidados paliativos e gestão de doenças crônicas de longo prazo, em parceria com planos de saúde e grupos médicos para coordenar serviços abrangentes e reduzir as readmissões hospitalares. Apoiada pela SCAN, uma organização sem fins lucrativos focada na saúde de idosos, a Homebase Medical foca em um atendimento centrado no paciente e integral, que melhora a qualidade de vida dos idosos em seus lares.

Descrição

• Influence outcomes through effective management of day-to-day operations of the call center. • Provide operational leadership to multidisciplinary staff to ensure effective and efficient execution of all activities. • Maintain oversight of vendor relationships supporting membership activation and ensure consistent performance outcomes. • Serve as a strategic partner to employees, leaders, and organizations that rely on contact center services. • Serve as a subject matter expert to support Business Development and Partnerships in maintaining payor relationships. • Ensure leadership is kept informed of key performance indicators and potential business risks through standardized reporting of metrics, accomplishments, priorities, and issues. • Drive AI innovation across the member engagement function—leading the adoption and scaling of AI-powered tools such as intelligent call routing, conversational AI, and predictive analytics to enhance efficiency and member experience. • Apply high standards in technology adoption, including the implementation and scaling of self-service tools for both members and internal stakeholders. • Assist in the development and execution of a call center strategy that meets the needs of a rapidly evolving, high-growth business. • Actively support the achievement of Homebase Medical’s vision, mission, and organizational goals. • Develop a culture of continuous improvement by encouraging, evaluating, and implementing innovative ideas and solutions. • Maintain up-to-date knowledge of best practices and emerging technologies in contact center operations and engagement. • Lead and develop supervisory staff to support both day-to-day operations and long-term strategic objectives. • Achieve staff performance goals by clearly communicating expectations, monitoring progress, and providing coaching, feedback, and support. • Recruit, train, and retain staff while fostering a safe and supportive work environment that promotes personal and professional development. • Design and implement employee engagement strategies to improve performance, satisfaction, and retention. • Collaborate with cross-functional department leaders to enhance member experience and proactively address operational performance issues. • Conduct all business with integrity and uphold the highest standards of ethics and credibility.

🎯 Requisitos

• Bachelor's Degree or equivalent experience • 5+ years’ experience working in healthcare call center operations and oversight, with at least 5 years in a leadership role. • Experience and background in healthcare (preferred: managed care) required. • Strong experience in managing outside vendors, including performance oversight and strategic alignment. • Experience leading large-scale customer contact transformation efforts, including the implementation of new technologies and process redesign. • Proven experience driving adoption of AI-enabled solutions in call center environments—such as intelligent call routing, conversational AI, predictive analytics, or self-service automation—to improve efficiency, scalability, and member experience.

🏖️ Benefícios

• Medical, Dental, Vision insurance • Generous PTO and Holiday pay • 401k with 5% safe harbor contribution • Employee hardship fund • Work-life balance • And much more!