VP. Member Experience and Engagement
About The Position
Matrix Medical Network is reshaping how healthcare organizations connect with the members they serve. As member expectations evolve, so must the systems, teams and technology behind every outreach, scheduling and assessment interaction. We are seeking a seasoned executive to lead this transformation: building a modern, omnichannel member experience that combines operational discipline with advanced analytics and AI-enabled engagement. Every successful in-home assessment starts with meaningful member engagement. The Vice President of Member Experience & Engagement owns the full operational strategy behind that engagement, from first outreach through scheduling, assessment completion and follow-up. This leader is responsible for the teams, technology and partnerships that allow millions of members to receive the care they need, while delivering measurable value to health plan partners. The scope extends beyond contact center leadership. This is a chance to build one of the most sophisticated member engagement organizations in healthcare.
Requirements
- 12+ years of progressive leadership experience in healthcare operations, member engagement, customer experience or contact center operations
- 5+ years in executive leadership
- Experience leading enterprise contact center and vendor operations
- Expertise in healthcare operations, Medicare Advantage, managed care or value-based care
- Strong background in analytics, CRM platforms, engagement technology and AI-enabled solutions
- Demonstrated success leading operational transformation initiatives
Responsibilities
- Design and optimize omnichannel member journeys
- Lead contact center operations and outsourced engagement partners
- Direct member outreach across phone, SMS, digital, print, scheduling and emerging channels
- Apply AI, predictive analytics and automation to personalize engagement at scale
- Build enterprise engagement strategies that strengthen operational performance
- Oversee workforce planning, quality management, vendor governance and operational excellence
- Partner with Product, Marketing, Clinical Leadership, Technology, Business Intelligence, Compliance and Business Development to deliver a superior member experience
- Develop executive dashboards and KPIs that support continuous improvement
Benefits
- Medical
- dental
- vision
- paid time off
- paid holidays
- 401(k) with company matching
- voluntary life insurance
- short-term disability
- long-term disability
- employee assistance program
- health savings account
- flexible spending accounts
- additional voluntary benefits
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
