Director of Member Experience & Engagement

Hill Physicians Medical Group; San Ramon (CA); On-site; USD 120,000 - 210,000; Full time

Benefits offered by this job

Equal Opportunity Employer

Job summary

Hill Physicians Medical Group seeks a Director of Customer Service and Engagement to lead a large team and advance member experience. The role focuses on customer service operations, engagement initiatives, and strategic CX improvements across the organization.

Responsibilities include managing the contact center, driving performance against KPIs, and aligning with IT and analytics teams to optimize member data and outreach tools. Strong leadership and healthcare familiarity are essential.

Qualifications

• Minimum 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 ability to build credibility and trust and influence stakeholders.
• Strong analysis skills and demonstrated project management skills.

Responsibilities

• Oversee the Contact Center to deliver excellent service to providers, members, health plans, employers and brokers.
• Review KPIs and improve processes to meet or exceed service standards.
• Ensure technology supports the department and meets client needs.
• Provide leadership for member and patient experience and engagement.
• Collaborate with cross-functional teams to standardize and improve member experience.

Skills

Customer Experience

Leadership

Strategic Planning

Communication

Project Management

People Management

Data Analysis

Cross-functional Collaboration

Tools

Epic

Salesforce

Hello World

Cipher Health

RingCentral

MyChart

Cheers

Campaigns

Job description

Hill Physicians Medical Group seeks a Director of Customer Service and Engagement to lead a large team and advance member experience. The role focuses on customer service operations, engagement initiatives, and strategic CX improvements across the organization.

Responsibilities include managing the contact center, driving performance against KPIs, and aligning with IT and analytics teams to optimize member data and outreach tools. Strong leadership and healthcare familiarity are essential.