Wider Circle

Wider Circle connects Medicare and Medicaid members with shared health and social interests, for happier and healthier lives. Wider Circle works with health plans to connect and unite vulnerable populations for better #health including specialized virt...

Health Care Providers & Services

Health Care

51-250 (150)

Founded 2015

$38M raised

9 open positions

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Senior Manager, Member Services

7 hours, 57 minutes ago

United States

Full-time

Senior

Operations Manager

Customer and Technical Support

HIPAA Salesforce Tableau

Apply Now

Wider Circle

Health Care Providers & Services

51-250

Founded 2015

$38M raised

View All Jobs 9

Description

Own day-to-day contact center operations, including 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 improve member engagement outcomes.
Build and maintain a QA framework that supports consistent call quality, HIPAA compliance, and audit-ready documentation.
Drive performance against value-based care goals such as care gap closures, Annual Wellness Visits, Health Risk Assessments, HEDIS measures, Patient Reported Assessments, and SDOH initiatives.
Monitor quality and risk adjustment activities and develop corrective action plans when performance trends indicate risk.
Track and report outreach, care gap completion, and value creation metrics, and present results to senior leadership.
Lead Team Leads as direct reports, setting expectations, coaching performance, and holding the supervisory tier accountable for frontline outcomes.
Manage staffing models, scheduling, and workload distribution across the Member Services team.
Develop and deliver training that builds frontline capability and supports evolving program requirements.
Partner with Technology, Product, Data, and Finance to improve dashboards, automation, reporting, and support for new client requirements.

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, including 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, with the ability to lead across levels and collaborate 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 is a plus.
Proficiency in Google Workspace.
Clinical background or experience in a health plan or value-based care setting is preferred.
Experience with Salesforce and Tableau is preferred.

Benefits

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, 9 company holidays, and PTO accrual that grows with tenure.
Remote-first culture with periodic travel to growth markets.
Opportunity to have direct impact on community health outcomes across the country.

Interested in this position?

Apply directly on the company website

Apply Now

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