Director, Member Experience & Engagement

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

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.