Senior Director Member Services
WFA Digital Insight
As demand for remote healthcare services surges, companies like Homebase Medical are at the forefront of innovation. With a focus on optimizing the quality of life for homebound older adults, this role stands out in the current remote job market. The ability to drive digital transformation and leverage AI technologies is in high demand, with the global healthcare IT market expected to reach $440 billion by 2027. Candidates should be aware of the company's mission to provide wrap-around services and its commitment to supporting older adults. Before applying, consider the importance of exceptional customer service and the role's impact on the company's strategic goals.
Job Description
About the Role
The Senior Director of Member Services at Homebase Medical is a pivotal role that oversees the efficient operation of enterprise-wide call center functions. This includes both internal teams and vendor partners, with a focus on delivering exceptional customer service experiences for members, customers, and providers. As a leader in this role, you will drive innovation through the adoption and scaling of AI technologies, leveraging automation, intelligent call routing, and conversational AI to improve outreach efficiency and enhance overall engagement outcomes.The role is part of a multidisciplinary team that aims to optimize the quality of life for homebound older adults, allowing them to live independently and with dignity in their own homes. Homebase Medical's mission is backed by SCAN, a not-for-profit organization with over 45 years of experience in supporting and improving the health and independence of older adults.
Reporting to senior leadership, the Senior Director of Member Services will provide operational leadership to ensure the effective and efficient execution of all activities. This includes maintaining oversight of vendor relationships and serving as a strategic partner to employees, leaders, and organizations that rely on contact center services.
What You Will Do
- Influence outcomes through effective management of day-to-day operations of the call center
- Provide operational leadership to multidisciplinary staff to ensure effective and efficient execution of all activities
- Maintain oversight of vendor relationships supporting membership activation and ensure consistent performance outcomes
- Serve as a strategic partner to employees, leaders, and organizations that rely on contact center services
- Drive AI innovation across the member engagement function, leading the adoption and scaling of AI-powered tools
- Apply high standards in technology adoption, including the implementation and scaling of self-service tools for both members and internal stakeholders
- Assist in the development and execution of a call center strategy that meets the needs of a rapidly evolving, high-growth business
- Actively support the achievement of Homebase Medical’s vision, mission, and organizational goals
- Develop a culture of continuous improvement by encouraging, evaluating, and implementing innovative ideas and solutions
- Maintain up-to-date knowledge of best practices and emerging technologies in contact center operations and engagement
What We Are Looking For
- 8+ years of experience in contact center operations, preferably in a healthcare or related industry
- Proven track record of driving innovation and process improvements in a fast-paced environment
- Strong operational leadership skills, with the ability to manage and motivate multidisciplinary teams
- Experience in vendor management and strategic partnerships
- Knowledge of AI technologies, including automation, intelligent call routing, and conversational AI
- Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions
- Excellent communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders
- Bachelor’s degree in a relevant field, such as business administration, healthcare management, or a related field
Nice to Have
- Experience in working with not-for-profit organizations or healthcare providers
- Knowledge of healthcare regulations and compliance requirements
- Certification in contact center management or a related field
- Experience in working with remote teams and managing virtual operations
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a mission-driven organization that is making a difference in the lives of homebound older adults
- Collaborative and dynamic work environment with a team of experienced professionals
- Professional development opportunities, including training and education programs
- Flexible remote work arrangements, with the option to work from home or in a virtual office setting
- Access to cutting-edge technology and tools, including AI-powered software and platforms
- Comprehensive health insurance plan, including medical, dental, and vision coverage
- Generous paid time off (PTO) policy, including vacation days, sick leave, and holidays
How to Stand Out
- Develop a strong understanding of AI technologies and their applications in contact center operations
- Highlight your experience in driving innovation and process improvements in a fast-paced environment
- Emphasize your ability to build strong relationships with internal and external stakeholders, including vendors and partners
- Prepare examples of how you have applied analytical and problem-solving skills to drive business outcomes
- Research the company's mission and values, and be prepared to discuss how your skills and experience align with their goals
- Be prepared to discuss your experience in working with remote teams and managing virtual operations
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