Director of Member Experience

Tria Health•Kansas City, MO

just now•Onsite

About The Position

Essential Duties and Responsibilities: Customer Service Leadership Lead and develop teams delivering support across phone, email, and digital channels Set service standards and monitor KPIs (response times, satisfaction, quality, resolution) Partner with internal teams to resolve escalations and improve member experience Represent the “Voice of the Member” across the organization Patient Enrollment & Engagement Oversee outbound outreach, education, and enrollment activities Create scripts, messaging, and engagement strategies Track performance goals (outreach volume, conversion, activation) Coach staff on communication and relationship-building Ensure compliance with healthcare communication standards People & Team Leadership Recruit, train, and mentor a high-performing team Conduct performance reviews and support career development Foster a positive, accountable, service-focused culture Promote cross-training and collaboration Operations & Strategy Analyze service and engagement data to identify improvements Implement tools and processes that increase efficiency Partner with marketing, clinical, and operations teams Support budgeting, staffing, and resource planning Logistics & Inventory Manage inventory for supplies, devices, and member materials Oversee printing, shipping, and mailing operations

Requirements

Bachelor’s degree preferred; equivalent experience considered
8+ years in customer service; 5+ years in management
Experience leading customer service or contact center teams
Comfortable with metrics, dashboards, and KPIs
Proficiency in Excel, PowerPoint, Teams, Word, Outlook
Strong leadership and team-building
Excellent communication and coaching abilities
Conflict resolution and service recovery expertise
Ability to lead in performance-driven environments
Data-driven decision making
Regular standing, walking, sitting, bending, and reaching.
Must use hands frequently and have full range of vision abilities.
Occasional lifting/moving of up to 5 lbs.
Occasional driving or air travel may be required.

Nice To Haves

Familiarity with call center software (preferred)
Knowledge of HIPAA and healthcare communication standards (preferred)

Responsibilities

Lead and develop teams delivering support across phone, email, and digital channels
Set service standards and monitor KPIs (response times, satisfaction, quality, resolution)
Partner with internal teams to resolve escalations and improve member experience
Represent the “Voice of the Member” across the organization
Oversee outbound outreach, education, and enrollment activities
Create scripts, messaging, and engagement strategies
Track performance goals (outreach volume, conversion, activation)
Coach staff on communication and relationship-building
Ensure compliance with healthcare communication standards
Recruit, train, and mentor a high-performing team
Conduct performance reviews and support career development
Foster a positive, accountable, service-focused culture
Promote cross-training and collaboration
Analyze service and engagement data to identify improvements
Implement tools and processes that increase efficiency
Partner with marketing, clinical, and operations teams
Support budgeting, staffing, and resource planning
Manage inventory for supplies, devices, and member materials
Oversee printing, shipping, and mailing operations