Wider Circle

Senior Manager, Member Services

San Antonio, United States · Senior

Sponsorship not specified$90k-$115kDetected 12 days ago

ComplianceSalesforceOutbound SalesHIPAALeadershipCommunicationCollaborationMentoring

About the role

Analyze contact center KPIs to identify trends, address performance gaps, and continuously improve member engagement outcomes.
Track and report KPIs across outreach effectiveness, care gap completion, and value creation; present results to senior leadership.
Establish a performance culture with clear goals, regular evaluations, and visible career progression for frontline staff.

Contact Center Operations 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.
Build and maintain a QA framework that ensures consistent call quality, HIPAA compliance, and audit-ready documentation.
Monitor the impact of quality and risk adjustment activities; develop corrective action plans when performance trends indicate risk.
Team 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.
Cross-Functional Collaboration 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.
A strong people manager who builds accountability, coaches for growth, and creates urgency without micromanaging.

Hands-on experience with Five9 or a comparable contact center platform, including campaign management, queue monitoring, and workforce reporting.
You are: An experienced contact center operator who understands how to run high-volume outbound programs at scale - with the discipline and tools to back it up.

Experience with Salesforce and Tableau.
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.
Master's degree a plus.
Proficiency in Google Workspace.

Value-Based Care Performance 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.

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 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.
care gap closures, Annual Wellness Visits, Health Risk Assessments, HEDIS measures, Patient Reported Assessments, and SDOH initiatives.

This listing is sourced directly from Wider Circle's careers page and normalized into a canonical job model.