[Hiring] Director, Member Engagement @Imagine Pediatrics

Role Description

As Director, Member Engagement, you will establish and direct the strategic vision and objectives for the Imagine Pediatrics centralized call center, and execute on engagement strategies in new and existing markets. You will:

• Scale, optimize, and continually develop the Imagine Pediatrics centralized member contact and engagement center, which will process both inbound and outbound communications across call, email, and SMS/MMS.
• Refine, create, and define strategy and direction to lead a team of engagement associates that enroll attributed eligible patients into the Imagine Pediatric’s clinical program.
• Lead centralized outreach team to support timely initial member outreach and initial enrollment for each Health Plan partner on a rolling monthly basis.
• Be accountable for executing enrollment targets through team build, team performance management, including regular Q/A, training & development, coaching & mentoring.
• Serve as a strategic thought leader and partner with Product, Engineering, and Data teams to inform the technical (telephonic, digital, SMS) and analytical infrastructure necessary to deliver on engagement targets and objectives.
• Stay abreast of new call center technology and service concepts and partner with internal teams on cost benefit analyses for prospective new technologies.
• Maintain high degree of competency in relevant regulatory standards that Imagine Pediatrics must follow with respect to the operational scope of this role.

Qualifications

• 10+ years of healthcare experience; 3+ years of management experience, preferably with experience in a start-up or hypergrowth environment.
• Demonstrated success in the patient engagement space, ideally prior experience in the Medicaid space, and leading centralized and remote teams.
• Track record of leading teams and building operations functions from the ground up.
• Ability to identify and manage key operations metrics and budgets to meet or exceed targets and establish best-in-class scalable engagement models.
• Experience establishing and executing against organizational goals, policies, and procedures.
• Demonstrable track record of working well across teams and with external partners.

Benefits

The role offers a base salary range of $150,000 - $170,000 in addition to annual bonus incentive, competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary.

• Competitive medical, dental, and vision insurance
• Healthcare and Dependent Care FSA; Company-funded HSA
• 401(k) with 4% match, vested 100% from day one
• Employer-paid short and long-term disability
• Life insurance at 1x annual salary
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays
• Paid new parent leave
• Additional benefits to be detailed in offer

What We Live By

We’re guided by our five core values:

• Children First: We put the best interests of children above all.
• Earn Trust: We listen first, speak second.
• Innovate Today: We believe that small improvements lead to big impact.
• Embrace Humanity: We lead with empathy and authenticity.
• One Team, Diverse Perspectives: We actively seek a range of viewpoints to achieve better outcomes.

We Value Diversity, Equity, Inclusion and Belonging

We believe that creating a world where every child with complex medical conditions gets the care and support they deserve requires a diverse team with diverse perspectives. We're proud to be an equal opportunity employer.