Director, Customer Experience & Engagement - 26-77

PriMed Management Consulting Services, Inc.; San Ramon (CA); On-site; USD 137,000 - 182,000; Full time

Job summary

Hill Physicians Medical Group is seeking a Customer Experience and Engagement Director to lead the contact center, member experience, and data/IT strategy. You will develop enterprise initiatives, manage a high-performing team, and drive satisfaction, growth, and retention.

The role requires a BA/BS, 6–8 years in customer experience, and 5 years of staff management, with strong communication and analytical skills. Collaboration with cross-functional teams is essential.

Qualifications

• BA/BS degree required.
• 6-8 years of related customer experience.
• 5 years of experience managing and achieving positive results through staff.
• Strong understanding of management principles.
• Strong communication skills with the ability to influence stakeholders across all levels.
• Strong analytical and project-management skills.
• Experience with managed-care and working with IPAs is preferred.
• Experience with technology programs to improve member satisfaction and outcomes.

Responsibilities

• Oversee the Contact Center to ensure excellent service for providers, members, plans, employers, and customers.
• Review KPIs and processes to meet or exceed service standards across the center.
• Ensure technology supporting the department meets client needs.
• Provide leadership for member data management and IT strategy.
• Collaborate with cross-functional teams to deliver positive member experiences and standardized processes.
• Own or contribute to budget planning and workforce scheduling.
• Represent the department in forums and committees and stay current on industry trends.

Skills

Communication skills

Project management

Analytical skills

Staff management

Tech proficiency (Epic, Salesforce)

Education

BA/BS degree

Tools

Epic

Salesforce

Hello World

Cipher Health

RingCentral

MyChart

Cheers

Campaigns

Job description

We’re delighted you’re considering joining us! At Hill Physicians Medical Group, we’re shaping the healthcare of the future: actively managed care that prevents disease, supports those with chronic conditions and anticipates the needs of our members.

At PriMed, your uniqueness is valued, celebrated, encouraged, supported, and embraced. Whatever your relationship with Hill Physicians, we welcome ALL that you are. We value and respect your race, ethnicity, gender identity, sexual orientation, age, religion, disabilities, experiences, perspectives, and other attributes. Our celebration of diversity and foundation of inclusion allows us to leverage our differences and capitalize on our similarities to better serve our communities. We do it because it's right!

Job Description

The Customer Experience and Engagement Director is the operational and strategic leader of three critical areas: the customer service contact center, member / patient experience and engagement, and member data & IT strategy. The role develops enterprise strategies and initiatives to ensure high performance in customer experience, satisfaction, growth and retention; leads and manages a high‑performing team focused on outcomes, strong relationships, and efficiency; fosters customer service, experience and engagement in technology systems and enterprise initiatives; and stays current on industry changes and trends related to customer service performance and external benchmarks and measures.

Essential Responsibilities

• Responsible for the Contact Center, ensuring excellent service to current and prospective providers, members, health plans, employers, brokers, and other external and internal customers.
• Ensures high standards of performance across the contact center and within teams, actively reviews KPIs, meets with team members, and revises processes to achieve and exceed service standards.
• Ensures that technology supporting the department meets client needs.
• In partnership with Reporting and Advanced Analytics, Data Governance/Quality, and Enrollment Services, provides oversight of Member Data Management tools and strategy to ensure member data timeliness, integrity, and accuracy.
• Accountable for accurate member data to external and internal partners and required reporting.
• Provides leadership and strategic oversight for member and patient experience and engagement.
• Evaluates reporting and performance for external measures such as CAHPS scores for Medicare Advantage STAR performance and Integrated Health Association (IHA) patient experience measures.
• Evaluates programs to ensure alignment and effectiveness against desired outcomes.
• Collaborates with member‑facing cross‑functional teams (e.g., Quality, Government Programs, Care Management, Authorizations, Marketing) to develop standardized, positive member experiences related to core MSO functions and outreach, including consistent technology, modalities (phone, mail, etc.) and vendors (e.g., language services).
• Owns decision‑making for member IT strategy, including evaluation of member engagement and data platforms (e.g., Epic, Salesforce) and outreach tools (e.g., Hello World, Cipher Health, RingCentral, MyChart, Cheers, Campaigns).

Additional Responsibilities

• Owns or contributes to internal and external forums and committees for customer experience and satisfaction performance, such as health plan joint operating committees, patient and family advisory councils, and physician committees and advisory groups.
• Stays current on industry changes and trends related to customer service and experience, including external measurements and benchmarks.
• Identifies opportunities and areas for improvement in member experience.
• Designs and evaluates programs to drive performance in customer experience and engagement.
• Develops and adheres to budgets and workforce planning and execution.
• Oversees on‑site emergency response‑related activities.
• Supports compliance with corporate safety and wellness initiatives.
• Acts as senior onsite leader for communication of key corporate messages, oversight and management of routine facilities issues, and guidance related to personnel issues.
• Performs other duties as assigned.

Skills and Experience Required

BA/BS degree required.

• Minimum of 6-8 years of related customer experience.
• Five years of experience managing and achieving positive results through staff.
• Strong understanding of management principles.
• Strong communication skills, both verbal and written, with the ability to build credibility, trust, and influence stakeholders across all levels.
• Strong analytical skills and demonstrated project‑management skills.
• Ability to prioritize multiple projects and tasks and achieve results through personnel management.
• Previous managed‑care experience; experience working with Independent Medical Groups (IPAs) preferred.
• Experience with and understanding of technology programs aimed at improving member satisfaction, performance, and patient outcomes.
• Ability to develop effective internal and external relationships, strong service orientation, and exceptional written and verbal presentation skills.
• Strong analytical skills and understanding of Microsoft Office products (PowerPoint, Word, Excel).
• Valid driver’s license and proof of auto insurance.

Additional Information

• Salary: $137,000 - $182,000 Annual
• Hill Physicians is an Equal Opportunity Employer.
• PriMed Management Consulting Services, Inc., is the management services organization for Hill Physicians Medical Group, the largest Independent Physician Association (IPA) in Northern California.