Director, Member Engagement

Clover Health•Houston, TX

2h•$150,000 - $175,000•Onsite

About The Position

At Clover Health, we make Medicare Advantage simpler and smarter for America’s seniors. Our edge is the Clover Assistant, a tool that puts a member’s complete health picture in front of their doctor at the right moment. Better information, better care, lower cost. Our Houston floor is live. Calls are flowing in both directions, members are engaging. Now we need a leader to take it from operational to exceptional: someone who owns the metrics, refines the process, builds the training engine, and drives every call toward a meaningful member health action. This role is designed to drive our business, every completed AWV, closed care gap, and adherence win is a healthier member and a stronger plan. Bring the instincts of a high-performing telesales floor: the drive to move someone from "no" to "yes," the refusal to let a call end without progress, the conviction that every conversation can change an outcome. The best leaders win through influence and empathy, earning a member's trust and guiding them toward health actions genuinely in their interest. You've mastered the complex, high-objection phone sale, and you still pick up the phone to clear a hurdle or demonstrate a technique: reading subtle hesitations, defusing anxiety, moving a prospect to a confident decision that leaves them cared for. The bar you set, you've cleared yourself. The heart of this role is leadership. You define excellence on the floor, build systems that make it repeatable, and develop a team that's accountable, engaged, and enthusiastic about the work. You've led through pressure with the numbers and culture both intact. Your care runs in every direction: toward the members on the line and the people on your floor.

Requirements

You build teams people want to be on. Your agents and leaders trust you because you earned it: walking the floor, coaching in the moment, developing people while holding the standard. You’ve led a workforce that was high-performing, accountable, and engaged, and your people stayed.
You win through influence and empathy. "No" doesn't rattle you. You turn it into trust, and you've taught your teams to do the same. You care about the members on the line and the people on your floor, and it shows in retention metrics.
You’ve built at scale, with the numbers to prove it. 7+ years leading a high-volume floor, 3+ years owning the performance metrics of a telesales or high-conversion operation in a complex, high-objection environment (annuities, life insurance, mortgage insurance, or similar). You’ve walked into a live operation and made it measurably better. Your systems deliver. Incentive comp that agents trusted and leadership could defend, training programs that turned new hires into top performers, and QA that raised the floor for 50+ agents onsite.
You lead with integrity. You’ve run floors in regulated environments and treat compliance as non-negotiable.
Onsite in Houston or willing to relocate.

Nice To Haves

Medicare Advantage, Stars, HEDIS, or HRA experience is a strong plus.

Responsibilities

Own the scorecard. Adherence, occupancy, conversion, AHT, quality, talk-to-listen, member outcomes. You set the targets, publish the dashboards, and tell the story behind every number to leadership every week.
Inbound or outbound, the standard’s the same: move the member toward a health action they feel good about.. Build the playbooks for opening warmly, reading hesitation, working through resistance, guiding to yes and coach your team through the call.
Audit what’s working, fix what isn’t. Call flows, escalation paths, QA framework, performance management. Run the rhythm: daily huddles, weekly pipeline reviews, monthly business reviews. No drift.
Partner with L&D and Compliance so every agent is licensed, trained, and ready before their first live call, and stays sharp after using AI-assisted training and agent co-pilots.
Design the comp and recognition structure that drives the right behaviors: conversion to member action, quality, adherence, without anyone gaming the system. Pair it with daily, weekly, and monthly scorecards every agent can read at a glance.
Lead the supervisors and team leads who run the floor, and build a workforce that is high-performing, accountable, and engaged. Walk the floor, coach in the moment, developing your people while holding the bar.
Partner with Clinical Ops, Stars, Quality, and Marketing on the campaigns, target lists, and call flows that move the MA metrics that matter. Every campaign ladders to a member health outcomes.
Partner with Compliance on CMS marketing rules, TCPA, scope of appointment, call recording, and member communication standards. No shortcuts.