Senior Director, Multichannel Member Engagement (Remote)

Matrix Medical Network; United States; Remote; USD 134,000 - 202,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Paid time off

Paid holidays

401K with company matching

Life insurance

Short term disability

Long term disability

Employee assistance program

Health savings account

Flexible spending accounts

Job summary

Matrix Medical Network seeks a Senior Director of Member Engagement Operations (Remote) to lead omnichannel member interactions and drive performance across voice, text, chat, and scheduling. You will oversee outsourced partners, implement AI-enabled engagement, and align staffing with demand while ensuring top-tier member experience.

The role requires 8–10 years in healthcare operations with strong vendor governance, data analytics, and cross-functional leadership.

Qualifications

• Bachelor's degree required or equivalent experience.
• 8–10 years of progressive leadership in healthcare operations or related functions.
• Experience leading multichannel contact center operations and outsourced partnerships.
• Experience with Medicare Advantage, Medicaid, or managed care environments preferred.

Responsibilities

• Lead multichannel member engagement across calls, text, chat, and scheduling.
• Ensure consistent member interactions through engagement lifecycle.
• Oversee vendor performance and BPO partnerships for service quality.
• Guide AI-enabled engagement initiatives and analytics usage.
• Partner with cross-functional teams to translate business goals into scalable processes.

Skills

Leadership

Healthcare operations

Vendor management

Omnichannel

Data analytics

Education

Bachelor's degree in Business Administration/Healthcare Administration/Operations Management

Master's degree in Business Administration/Healthcare Administration (preferred)

Tools

CRM platforms

Engagement tools

Workforce management software

Job description

Matrix Medical Network seeks a Senior Director of Member Engagement Operations (Remote) to lead omnichannel member interactions and drive performance across voice, text, chat, and scheduling. You will oversee outsourced partners, implement AI-enabled engagement, and align staffing with demand while ensuring top-tier member experience.

The role requires 8–10 years in healthcare operations with strong vendor governance, data analytics, and cross-functional leadership.