[Hiring] Senior Manager, Member Services @Wider Circle

Role Description

Wider Circle’s Member Services team is the operational engine behind our community health programs. The Senior Manager, Member Services, owns this operation end-to-end, leading a team of Team Leads and a large frontline workforce of Care Navigators. This role requires an experienced contact center operator who understands value-based care outcomes.

• Own day-to-day outreach center performance: inbound and outbound call handling, campaign execution, scheduling, workforce management, and real-time quality monitoring.
• Manage and optimize calling campaigns in Five9 or a comparable platform, including call routing, queue management, and agent productivity.
• Analyze contact center KPIs to identify trends, address performance gaps, and continuously improve member engagement outcomes.
• Build and maintain a QA framework that ensures consistent call quality, HIPAA compliance, and audit-ready documentation.
• Drive measurable outcomes against value-based care goals: care gap closures, Annual Wellness Visits, Health Risk Assessments, HEDIS measures, Patient Reported Assessments, and SDOH initiatives.
• Monitor the impact of quality and risk adjustment activities; develop corrective action plans when performance trends indicate risk.
• Track and report KPIs across outreach effectiveness, care gap completion, and value creation; present results to senior leadership.
• Lead Team Leads as direct reports, setting performance expectations, providing coaching, and holding the supervisory tier accountable for frontline outcomes.
• Manage staffing models, scheduling, and workload distribution across the team.
• Develop and deliver training that builds frontline capability and keeps the team equipped to meet evolving program requirements.
• Establish a performance culture with clear goals, regular evaluations, and visible career progression for frontline staff.
• Partner with Technology, Product, Data, and Finance to improve dashboards, automation, and reporting capabilities.
• Collaborate across departments to support new client requirements and align Member Services with broader organizational goals.

Qualifications

• 7+ years of progressive leadership experience in healthcare or managed care operations, with meaningful time managing a contact center or outreach function at scale.
• Hands-on experience with Five9 or a comparable contact center platform, including campaign management, queue monitoring, and workforce reporting.
• Demonstrated experience leading large frontline teams in a healthcare or managed care environment.
• Familiarity with value-based care metrics: care gap closures, HEDIS, SDOH, HRA, AWV, and related quality programs.
• Strong analytical skills and comfort making data-driven decisions in a fast-moving environment.
• Excellent communication and interpersonal skills — able to lead across levels and collaborate effectively with cross-functional partners.
• Knowledge of HIPAA and applicable healthcare compliance standards.
• Bachelor’s degree in Business Administration, Healthcare Management, or a related field; Master’s degree a plus.
• Proficiency in Google Workspace.

Requirements

• Clinical background or experience in a health plan or value-based care setting (nice to have).
• Experience with Salesforce and Tableau (nice to have).

Benefits

• Competitive salary range of $90,000–$115,000.
• Annual incentive bonus up to 5.75%.
• Comprehensive medical, dental, and vision coverage.
• 401(k) plan.
• Generous paid time off, including your birthday off and 9 company holidays and a PTO accrual that grows with tenure.
• Remote-first culture with periodic travel to our growth markets.
• The chance to build something that matters — and to see the direct impact of your work on communities across the country.