Matrix Medical Network

Compensation

Full Description

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, operational models, and business requirements. Effectively lead through organizational change, balancing strategic priorities with timely execution and measurable results. Qualifications Education Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, or a related field required. Master's degree in Business Administration, Healthcare Administration, or a related discipline preferred. Equivalent combinations of education and relevant professional experience may be considered. Experience Minimum of 8–10 years of progressive leadership experience in healthcare operations, contact center operations, member engagement, or related functions. Demonstrated experience leading large-scale, multichannel contact center operations, including outsourced BPO partnerships. Proven experience managing vendor performance, operational transitions, and complex service delivery models. Experience within Medicare Advantage, Medicaid, managed care, value-based care, or related healthcare environments strongly preferred. Demonstrated success implementing operational improvements, technology-enabled solutions, and performance optimization initiatives. Experience leveraging AI, automation, predictive analytics, or advanced engagement technologies in a production environment preferred. Proven ability to lead cross-functional initiatives and deliver measurable business results within aggressive timelines. Knowledge, Skills & Abilities Strong understanding of healthcare member engagement, contact center operations, and omnichannel service delivery models. Expertise in outsourced vendor management, performance governance, quality assurance, and operational accountability. Working knowledge of contact center technologies, CRM platforms, digital engagement tools, and workforce management principles. Ability to translate strategic business objectives into actionable operational plans, processes, and performance expectations. Strong analytical and financial acumen, with the ability to interpret operational metrics and drive data-informed decisions. Knowledge of AI-enabled engagement technologies, automation capabilities, and emerging contact center innovations. Demonstrated ability to lead complex operational transformations and manage competing priorities in a dynamic business environment. Strong executive communication, relationship management, influencing, and cross-functional collaboration skills. Ability to identify operational risks, develop solutions, and execute improvements while maintaining service continuity. Demonstrated leadership capabilities with a focus on accountability, team development, change management, and continuous improvement. Understanding of healthcare regulatory requirements, member privacy, and compliance considerations relevant to member engagement operations. Our Culture: We have a clear vision of where we are going, and we are guided by core values that embody our organization and our culture. We emphasizes innovation and growth, and you will be given the opportunities and tools to develop personally and professionally. We encourage and celebrate collaboration. We have a deep commitment to positively impact the communities in which we work and to make a difference in the lives of who we serve. Matrix Medical Network is an Equal Employment Opportunity Employer. It is the policy of Matrix to provide equal employment opportunities without regard to race, color, religion, sex, gender identity or expression, pregnancy, age, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law. It is also the policy of Matrix that qualified individuals with disabilities receive equal opportunity in regard to job application procedures, hiring, and all aspects of the employment process. Matrix is committed to the full inclusion of all qualified individuals. Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of Matrix to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, pre-employment testing, to otherwise participate in the selection process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MatrixHR@matrixhealth.net. #LI-JH1