Senior Manager, Member Services

Wider Circle

Job Overview

Location

Remote

Salary

USD 90,000 - 115,000 yearly

Employment Type

Full-time

Work Arrangement

Remote

Sector

Healthcare & Medical

Experience Level

Senior (5-8 years)

Application Deadline

June 21, 2026

About the Company

Wider Circle is dedicated to enhancing health outcomes and reducing social isolation by partnering with health plans and providers to implement community-based programs. Their core mission revolves around addressing social determinants of health and closing critical care gaps through high-touch member engagement. This approach delivers measurable impact across communities nationwide. Wider Circle's Member Services team is the operational backbone of their health programs. They manage a high-volume outbound contact center focused on member activation, outreach, and engagement. Additionally, they handle more complex care navigation tasks, coordinating follow-through on members' health-related needs.

Job Description

Join Wider Circle, a leader in community-based health programs, as a Senior Manager, Member Services. This pivotal remote role is instrumental in driving health outcomes and reducing social isolation by overseeing our high-volume outbound contact center operations.

In this capacity, you will lead a team of Team Leads and a substantial frontline workforce of Care Navigators. You will be responsible for the end-to-end management of our outreach center, ensuring operational excellence and a keen focus on the quality metrics that are crucial for member success.

This is an exceptional opportunity for an experienced contact center professional with a strong background in value-based care and a passion for making a tangible difference in communities across the country.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

Five9HIPAAValue-based careContact center operationsTeam leadershipHealthcare operationsGoogle Workspace

Key Responsibilities

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.

Benefits & Perks

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

How to Apply

To apply for this role, click the Apply button on this page and follow the instructions.

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The healthcare industry in the United States is rapidly evolving, with a strong emphasis on value-based care and patient engagement. This role is pivotal in driving those initiatives through effective contact center operations. Key technical keywords include Five9, HIPAA compliance, HEDIS measures, and SDOH initiatives. The Senior Manager will directly impact business ROI by optimizing outreach campaigns, closing care gaps, and improving member outcomes, demonstrating significant leadership scale within a growing organization.