Director of Member Experience & Engagement

Hill Physicians Medical Group; San Ramon (CA); On-site; USD 137,000 - 182,000; Full time

Job summary

Hill Physicians Medical Group is seeking a Customer Experience & Engagement Director to lead the contact center, member experience, and IT strategy. The role focuses on delivering outstanding service, driving growth and retention, and aligning enterprise initiatives with patient needs.

You will manage a high-performing team and partner with analytics, enrollment, and marketing to elevate member satisfaction.

Qualifications

• BA/BS degree required.
• 6–8 years of customer experience leadership.
• Experience managing staff and achieving results.
• Strong communication and influencing stakeholders.
• Experience with care/health plans or managed care preferred.
• Experience with technology programs improving member satisfaction.
• Proven ability to develop relationships across the organization.
• Strong analytical skills and MS Office proficiency.
• Valid Driver’s License and proof of auto insurance.

Responsibilities

• Oversee contact center performance and service standards.
• Lead member experience and engagement initiatives.
• Guide member data management and IT strategy.
• Collaborate with cross-functional teams to align programs.
• Manage budget and workforce planning.
• Ensure compliance with safety and wellness initiatives.
• Represent on-site leadership for communications and facilities.

Skills

Leadership

Customer experience

Data strategy

Project management

Communication

Staff management

MS Office

Education

BA/BS degree

Tools

Microsoft Office

Job description

Hill Physicians Medical Group is seeking a Customer Experience & Engagement Director to lead the contact center, member experience, and IT strategy. The role focuses on delivering outstanding service, driving growth and retention, and aligning enterprise initiatives with patient needs.

You will manage a high-performing team and partner with analytics, enrollment, and marketing to elevate member satisfaction.