Senior Manager, Member Services

🕒 2 dias atrás

🤠 Texas – Remoto

🤠 Texas – Remote

💵 $90.000 - $115.000 / ano

⏰ Tempo Integral

🟠 Sênior

👔 Gerente

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Wider Circle

SiteLinkedInTodas as Vagas

11 - 50 funcionários

⚕️ Seguro de Saúde

💰 $38.000.000 Series B em 2021-09

Healthcare Insurance • Community

Wider Circle é uma organização de saúde baseada na vizinhança que visa capacitar os membros da comunidade a levar vidas mais felizes e saudáveis. Ao se associar a planos de saúde e grupos de médicos, a empresa oferece programas envolventes e educativos, tanto presencialmente quanto virtualmente. Esses programas são projetados para membros que compartilham interesses e experiências de vida semelhantes, criando um grupo social com o propósito de melhorar o acesso aos cuidados dentro de uma rede comunitária confiável. Wider Circle conecta os residentes em um bairro para apoiar a saúde e o bem-estar uns dos outros, oferecendo ajuda em tarefas como agendar consultas médicas e acessar recursos alimentares, revitalizando assim o senso de cuidado comunitário. A empresa colabora com planos Medicare Advantage nacionais e regionais e Organizações de Cuidados Gerenciados.

Descrição

• Own day-to-day outreach center performance: inbound and outbound call handling, campaign execution, scheduling, workforce management, and real-time quality monitoring. • Manage and optimize calling campaigns in Five9 or a comparable platform, including call routing, queue management, and agent productivity. • Analyze contact center KPIs to identify trends, address performance gaps, and continuously improve member engagement outcomes. • Build and maintain a QA framework that ensures consistent call quality, HIPAA compliance, and audit-ready documentation. • Drive measurable outcomes against value-based care goals: care gap closures, Annual Wellness Visits, Health Risk Assessments, HEDIS measures, Patient Reported Assessments, and SDOH initiatives. • Monitor the impact of quality and risk adjustment activities; develop corrective action plans when performance trends indicate risk. • Track and report KPIs across outreach effectiveness, care gap completion, and value creation; present results to senior leadership. • Lead Team Leads as direct reports, setting performance expectations, providing coaching, and holding the supervisory tier accountable for frontline outcomes. • Manage staffing models, scheduling, and workload distribution across the team. • Develop and deliver training that builds frontline capability and keeps the team equipped to meet evolving program requirements. • Establish a performance culture with clear goals, regular evaluations, and visible career progression for frontline staff. • Partner with Technology, Product, Data, and Finance to improve dashboards, automation, and reporting capabilities. • Collaborate across departments to support new client requirements and align Member Services with broader organizational goals.

🎯 Requisitos

• 7+ years of progressive leadership experience in healthcare or managed care operations, with meaningful time managing a contact center or outreach function at scale. • Hands-on experience with Five9 or a comparable contact center platform, including campaign management, queue monitoring, and workforce reporting. • Demonstrated experience leading large frontline teams in a healthcare or managed care environment. • Familiarity with value-based care metrics: care gap closures, HEDIS, SDOH, HRA, AWV, and related quality programs. • Strong analytical skills and comfort making data-driven decisions in a fast-moving environment. • Excellent communication and interpersonal skills — able to lead across levels and collaborate effectively with cross-functional partners. • Knowledge of HIPAA and applicable healthcare compliance standards. • Bachelor’s degree in Business Administration, Healthcare Management, or a related field; Master’s degree a plus. • Proficiency in Google Workspace. • Clinical background or experience in a health plan or value-based care setting. (Nice to have) • Experience with Salesforce and Tableau. (Nice to have)

🏖️ Benefícios

• Competitive salary range of $90,000–$115,000 • Annual incentive bonus up to 5.75% • Comprehensive medical, dental, and vision coverage • 401(k) plan • Generous paid time off, including your birthday off and 9 company holidays and a PTO accrual that grows with tenure • Remote-first culture with periodic travel to our growth markets • The chance to build something that matters — and to see the direct impact of your work on communities across the country