Senior Manager, Member Services

🕒 il y a 5 jours

🤠 Texas – Distant

🤠 Texas – Remote

💵 $90 000 - $115 000 / an

⏰ Temps Plein

🟠 Senior

👔 Manager

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Wider Circle

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11 - 50 employés

⚕️ Assurance santé

💰 €38 000 000 Series B en 2021-09

Healthcare Insurance • Community

Wider Circle est une organisation de santé ancrée dans le voisinage, visant à donner aux membres de la communauté les moyens de mener une vie plus heureuse et plus saine. En collaborant avec des plans de santé et des groupes de médecins, l'entreprise propose des programmes engageants et éducatifs, à la fois en personne et virtuellement. Ces programmes sont conçus pour des membres partageant des intérêts et expériences de vie similaires, créant ainsi un groupe social dont l'objectif est d'améliorer l'accès aux soins au sein d'un réseau communautaire de confiance. Wider Circle relie les résidents d'un quartier pour soutenir mutuellement leur santé et leur bien-être, en offrant de l'aide pour des tâches telles que la prise de rendez-vous médicaux et l'accès à des ressources alimentaires, revitalisant ainsi le sens du soin communautaire. L'entreprise collabore avec des plans Medicare Advantage nationaux et régionaux et des organisations de soins gérés.

Description

• 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.

🎯 Exigences

• 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)

🏖️ Avantages

• 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