Senior Director, Member Services

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🕒 February 22

🏄 California – Remote

🏄 California – Remote

💵 $125.4k - $193.1k / year

⏰ Full Time

🟠 Senior

👔 Director

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Homebase Medical

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

🤝 B2B

🧘 Wellness

Healthcare • B2B • Wellness

Homebase Medical is a provider of in-home primary and chronic care for homebound older adults, delivering house-call visits and virtual care to support aging-in-place. The company offers Medicare Annual Wellness Visits, post-discharge transitional care, palliative services, and long-term chronic disease management, partnering with health plans and medical groups to coordinate wrap-around services and reduce hospital readmissions. Backed by SCAN, a not-for-profit focused on senior health, Homebase Medical focuses on patient-centered, whole-person care that improves quality of life for older adults in their homes.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

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