Senior Director Member Services; Remote

Senior Director Member Services (Remote) page is loaded## Senior Director Member Services (Remote) locations:
Long Beach Office 3800time type:
Full time posted on:
Posted 27 Days Agojob requisition :
JR1144

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  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.

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  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 Sr. Director, Member Engagement Operations is responsible for the oversight and efficient operation of enterprise-wide call center functions, including both internal teams and vendor partners. This role leads the development and execution of strategies that deliver exceptional customer service experiences  for members, customers, and providers, in alignment with the company's mission and strategic goals. A key priority for this role is to drive innovation through the adoption and scaling of AI technologies—leveraging automation, intelligent call routing, and conversational AI to improve outreach efficiency, streamline workflows, and enhance overall engagement outcomes
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* Responsibilities include:

*** Operational Leadership - 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.
* Vendor and Strategic Support - 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.
* Business Development and Payor Relationships - Serve as a subject matter expert to support    Business Development and Partnerships in maintaining payor relationships.
* Reporting and Communication - Ensure leadership is kept informed of key performance indicators and potential business risks through standardized reporting of metrics, accomplishments, priorities,    and issues.
* Innovation and Technology Adoption - Drive AI innovation across the member engagement function—leading the adoption and scaling of AI-powered tools such as intelligent call routing,    conversational AI, and predictive analytics to enhance efficiency and member experience.

- Apply high standards in technology adoption, including the implementation and scaling of self-service    tools for both members and internal stakeholders.
* Strategy and Growth Planning - 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.
* Continuous Improvement and Learning - 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.
* Supervisory and Staff Development - Lead and develop supervisory staff to support both day-to-day operations and long-term strategic objectives.

- Achieve staff performance goals by clearly    communicating…