Manager, Wellness Center

Homebase Medical is getting back to basics. Our mission is to optimize the quality of life for homebound older adults, allowing them to live independently and with dignity in their own homes. We make house calls - enabling access to quality wrap-around services for homebound older adults with complex health needs while improving the quality of their lives, right at home.

We offer an array of medical and chronic care services and we’re backed by SCAN, a not-for-profit organization that has a history of supporting and improving the health and independence of older adults for over 45 years.

The Manager, Member Engagement Operations is responsible for the day‑to‑day oversight of our internal call center operations to ensure efficient, high‑quality engagement with members, customers, and providers. This role manages a team of engagement specialists, focusing on operational execution, quality assurance, and continuous improvement in support of Homebase Medical’s mission and strategic goals. A key priority for this role is to support the adoption of AI‑driven tools and technology enhancements - helping to streamline workflows, improve outreach efficiency, and elevate the overall member experience.

• Manage daily call center operations, ensuring productivity, quality, and service level goals are met.
• Monitor call volume, staffing levels, and workflow to optimize efficiency.
• Ensure compliance with established processes, scripts, and regulatory requirements.
• Directly supervise Referral Processing Specialists, New Member Engagement Agents, and Scheduling Coordinators as well as any of their Team Leads.
• Set clear performance expectations and provide ongoing coaching, feedback, and support.
• Track and report on team performance metrics, including outreach volume, conversion rates, quality scores, and member satisfaction.
• Support the implementation and adoption of AI‑enabled tools such as intelligent call routing, conversational AI, and self‑service member options.
• Foster a positive, collaborative, and high‑performance team culture.

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members.

• Bachelor’s Degree or equivalent experience.
• 3+ years of experience in healthcare call center operations or a similar environment, with at least 2 years in a supervisory or lead role.
• Strong understanding of call center KPIs and operational workflows.
• Experience with scripting, quality monitoring, and process improvement.
• Familiarity with AI‑enabled call center solutions preferred.

• Pay Scale information: $80,300 to $114,840
• Medical, Dental, Vision insurance
• Generous PTO and Holiday pay
• 401k with 5% safe harbor contribution
• Employee hardship fund
• Work‑life balance
• And much more!

At Homebase Medical we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

Homebase Medical is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.