Senior Manager, Member Services
About The Position
Wider Circle partners with health plans and providers to run community-based programs that improve health outcomes and reduce social isolation. By focusing on closing care gaps and addressing social determinants of health through high-touch member engagement, Wider Circle delivers measurable impact for communities across the country. Wider Circle’s Member Services team is the operational engine behind our community health programs. The team runs a high-volume outbound contact center — activating members, conducting outreach campaigns, and driving engagement — alongside a lower-volume, higher-complexity layer of care navigation work: closing care gaps and coordinating follow-through on health-related needs. The Senior Manager, Member Services, owns this operation end-to-end. You will lead a team of Team Leads and, through them, a large frontline workforce of Care Navigators. This is a role for an experienced contact center operator who understands value-based care outcomes — someone who can run a real-time outbound operation at scale while keeping the team focused on the quality metrics that drive member success. The ideal candidate brings deep expertise in both healthcare case management and contact center technology, with hands-on experience with Five9 or equivalent call center software.
Requirements
- 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.
Nice To Haves
- Clinical background or experience in a health plan or value-based care setting.
- Experience with Salesforce and Tableau.
Responsibilities
- 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.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
