Senior Director, Member Engagement Operations

Overview
Senior Director, Member Engagement Operations (Remote)
About Us
Matrix Medical Network is the nation’s leading independent provider of comprehensive in-home health assessments, serving Medicare Advantage, Managed Medicaid and Commercial patients across all 50 states. With a network of 3,000 + clinicians, we deliver personalized Whole Person Care that includes diagnostic testing, risk identification, medication management and preventive health education, empowering people to better manage acute and chronic conditions. Guided by our mantra- We see you. We hear you. We’ve got you.- and our core values of Integrity, Accountability, Trust, Respect and Passion, we are committed to creating a culture where both patients and teammates feel valued, supported and heard.
Why Work at Matrix?
The opportunity to work with one of the fastest growing companies in healthcare whose vision is to provide unparalleled quality and value to providers and members.
A chance to work with great people on exciting projects.
Our opportunities allow you to leverage your expertise and compassion, making a direct impact to the health and well-being of members.
Competitive Compensation: Be rewarded for your effort and passion while making a difference in the community.
Responsibilities
About the role:
Type: Full Time, Salary
Compensation: $134,000-$202,000/yr., 20-30% Bonus
Location: Fully Remote, must be in the United States
Hours: Full Time Days
Benefits Offered to include: Medical, Dental, Vision, paid time off, paid holidays, 401K with company matching, voluntary life insurance, short term disability, long term disability, employee assistance program, health savings account, flexible spending accounts, additional voluntary benefits available.
What To Expect
The Sr. Director, Member Engagement Operations is responsible for leading the operational execution of Matrix Medical Network's omnichannel member engagement strategy, ensuring a seamless, consistent, and effective experience across all member interaction channels. This role provides strategic operational leadership and accountability for contact center operations, business process outsourcing (BPO) partnerships, member engagement technologies, and performance optimization.
The Sr. Director oversees the integration and execution of member engagement activities across voice, text, chat, digital self-service, and scheduling channels, leveraging data, automation, and AI-enabled solutions to improve member access, engagement, conversion, and operational efficiency. This leader is accountable for vendor performance, quality outcomes, and the successful implementation of an evolving, technology-enabled engagement model.
Working collaboratively with Marketing, Product & Technology, Enterprise Demand & Planning, and Clinical/Compliance leadership, this position translates enterprise strategies into scalable operational processes that support business objectives, improve the member experience, and drive measurable performance results.
Essential Duties And Responsibilities
Member Engagement Operations & Omnichannel Execution
Lead the operational execution of Matrix's member engagement model across multiple communication channels, including inbound and outbound calls, two-way text messaging, chat, digital self-service, and scheduling.
Ensure consistent, coordinated member interactions throughout the engagement lifecycle, from initial outreach and appointment scheduling through visit confirmation and completion.
Develop and implement scalable operational processes that improve member accessibility, responsiveness, engagement, and conversion.
Oversee the integration of engagement channels to create a seamless member experience while optimizing operational performance and resource utilization.
Partner with Enterprise Demand & Planning to align workforce deployment, channel utilization, and operational activities with business demand and engagement priorities.
Identify and implement opportunities to enhance member engagement through alternative channels, strategic partnerships, and innovative outreach approaches.
Contact Center & Vendor Management
Provide leadership and operational oversight of outsourced contact center and BPO partners, ensuring alignment with established service expectations, contractual commitments, and performance standards.
Lead operational planning, onboarding, transitions, and performance stabilization for BPO partnerships to ensure service continuity and business readiness.
Establish vendor governance, performance scorecards, service-level expectations, and accountability measures to drive consistent operational results.
Monitor vendor and agent-level productivity, quality, efficiency, and member engagement outcomes, implementing corrective actions and continuous improvement initiatives as needed.
Partner with internal stakeholders to evaluate vendor capabilities, identify operational risks, and recommend improvements to the overall service delivery model.
Ensure consistent operational processes, quality standards, and member experiences across internal and outsourced engagement activities.
Technology, Automation & AI-Enabled Engagement
Lead the operational implementation and adoption of technology-enabled engagement solutions, including automation, predictive analytics, and agentic AI capabilities across voice, text, and chat channels.
Partner with Product & Technology to optimize contact center platforms, member engagement systems, and digital scheduling capabilities.
Establish operational processes and performance standards for AI-enabled tools, including automated quality assurance, interaction documentation, call dispositions, and real-time agent guidance.
Leverage engagement analytics, propensity models, and next-best-action capabilities to improve outreach effectiveness, channel selection, and member conversion.
Oversee the operational utilization and optimization of enterprise engagement platforms, including Care Compass and Genesys.
Evaluate emerging technologies and operational capabilities that improve member engagement, productivity, scalability, and cost efficiency.
Ensure appropriate operational controls, quality monitoring, and compliance considerations are incorporated into technology-enabled engagement processes.
Performance Management & Continuous Improvement
Establish and monitor key performance indicators to evaluate member engagement effectiveness, operational efficiency, vendor performance, and overall service quality.
Drive performance improvement initiatives focused on contact rates, acceptance rates, conversion rates, cost per completed assessment, and member experience outcomes.
Utilize operational data, reporting, and analytics to identify performance trends, service gaps, and opportunities to improve engagement strategies and processes.
Develop and implement quality assurance frameworks that evaluate both individual agent/vendor performance and the end-to-end member engagement experience.
Ensure scheduling, reminders, confirmations, and visit completion processes are accurate, coordinated, and effective across applicable visit types.
Lead continuous improvement initiatives to streamline workflows, reduce operational costs, improve productivity, and enhance member satisfaction.
Provide regular performance updates, operational insights, and recommendations to executive leadership.
Cross-Functional Leadership & Strategic Execution
Collaborate with Marketing to operationalize member communication strategies, messaging, and content across engagement channels while maintaining clear functional accountability.
Partner with Product & Technology to translate business requirements into practical, scalable technology solutions and operational workflows.
Work closely with Clinical and Compliance leadership to ensure member engagement processes support clinical requirements, regulatory standards, and organizational policies.
Collaborate with Enterprise Demand & Planning leadership to align workforce management execution, staffing priorities, and channel capacity with operational needs.
Lead cross-functional initiatives supporting new engagement capabilities, vendor transitions, process improvements, and enterprise transformation efforts.
Identify operational risks, dependencies, and opportunities, proactively developing solutions that support business continuity and strategic objectives.
Serve as a key operational advisor to executive leadership on member engagement performance, capabilities, and improvement opportunities.
Leadership & Organizational Effectiveness
Provide leadership, direction, and accountability for assigned teams, vendor relationships, and operational initiatives.
Establish clear performance expectations, operational priorities, and accountability measures to support high-performing teams and partners.
Foster a culture of collaboration, continuous improvement, innovation, and member-focused service delivery.
Develop organizational capabilities to support evolving engagement technologies, operatio

Work arrangement
Yes