Senior Director Member Services (Remote)

Homebase Medical is getting back to basics. Our mission is to optimize the quality of life for homebound older adults, allowing them to live independently and with dignity in their own homes. We make house calls - enabling access to quality wrap-around services for homebound older adults with complex health needs while improving the quality of their lives, right at home.

We offer an array of medical and chronic care services and we're backed by SCAN, a not-for-profit organization that has a history of supporting and improving the health and independence of older adults for over 45 years.

The Sr. Director, Member Engagement Operations is responsible for the oversight and efficient operation
of enterprise-wide call center functions, including both internal teams and vendor partners. This role
leads the development and execution of strategies that deliver exceptional customer service experiences
for members, customers, and providers, in alignment with the company's mission and strategic goals. A
key priority for this role is to drive innovation through the adoption and scaling of AI technologies-
leveraging automation, intelligent call routing, and conversational AI to improve outreach efficiency,
streamline workflows, and enhance overall engagement outcomes

Responsibilities include:

• Operational Leadership - Influence outcomes through effective management of day-to-day
  operations of the call center. - Provide operational leadership to multidisciplinary staff to ensure
  effective and efficient execution of all activities.
• Vendor and Strategic Support - Maintain oversight of vendor relationships supporting membership
  activation and ensure consistent performance outcomes. - Serve as a strategic partner to
  employees, leaders, and organizations that rely on contact center services.
• Business Development and Payor Relationships - Serve as a subject matter expert to support
  Business Development and Partnerships in maintaining payor relationships.
• Reporting and Communication - Ensure leadership is kept informed of key performance indicators
  and potential business risks through standardized reporting of metrics, accomplishments, priorities,
  and issues.
• Innovation and Technology Adoption - Drive AI innovation across the member engagement
  function-leading the adoption and scaling of AI-powered tools such as intelligent call routing,
  conversational AI, and predictive analytics to enhance efficiency and member experience. - Apply
  high standards in technology adoption, including the implementation and scaling of self-service
  tools for both members and internal stakeholders.
• Strategy and Growth Planning - Assist in the development and execution of a call center strategy
  that meets the needs of a rapidly evolving, high-growth business. - Actively support the
  achievement of Homebase Medical's vision, mission, and organizational goals.
• Continuous Improvement and Learning - Develop a culture of continuous improvement by
  encouraging, evaluating, and implementing innovative ideas and solutions. - Maintain up-to-date
  knowledge of best practices and emerging technologies in contact center operations and
  engagement.
• Supervisory and Staff Development - Lead and develop supervisory staff to support both day-to-day
  operations and long-term strategic objectives. - Achieve staff performance goals by clearly
  communicating expectations, monitoring progress, and providing coaching, feedback, and support. -
  Recruit, train, and retain staff while fostering a safe and supportive work environment that promotes
  personal and professional development.
• Employee Engagement and Retention - Design and implement employee engagement strategies to
  improve performance, satisfaction, and retention.
• Collaboration and Ethics - Collaborate with cross-functional department leaders to enhance
  member experience and proactively address operational performance issues. - Conduct all
  business with integrity and uphold the highest standards of ethics and credibility. - Other duties as
  assigned.
• All other duties as assigned.

We seek Rebels who are curious about AI and its power to transform how we operate and serve
our members.

Qualifications and experience:

• Bachelor's Degree or equivalent experience
• 5+ years' experience working in healthcare call center operations and oversight, with at least 5 years in a
  leadership role.
• Experience and background in healthcare (preferred: managed care) required.
• Strong experience in managing outside vendors, including performance oversight and strategic
  alignment.
• Experience leading large-scale customer contact transformation efforts, including the implementation of
  new technologies and process redesign.
• Proven experience driving adoption of AI-enabled solutions in call center environments-such as
  intelligent call routing, conversational AI, predictive analytics, or self-service automation-to improve
  efficiency, scalability, and member experience.

What's in it for you?

• PayScale information: $125,400 to $193,116
• Medical, Dental, Vision insurance
• Generous PTO and Holiday pay
• 401k with 5% safe harbor contribution
• Employee hardship fund
• Work-life balance
• And much more!

At Homebase Medical we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

Homebase Medical is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.