You will bring deep knowledge of health plan payer expectations, telehealth program delivery, and outcomes management to translate client program requirements into operational excellence. You will provide direct supervision to team leads and supervisors, partner across the organization to improve member experience, and own the metrics that demonstrate the health and impact of the engagement call center. This position is a critical driver of member outcomes, client satisfaction, and organizational growth.

People Management and Team Leadership

• Provide direct supervisory leadership to team leads and supervisors, building a high-performing, engaged, and accountable team structure.
• Lead hiring, onboarding, performance management, and career development for a large, multi-layer call center staff.
• Drive retention through proactive coaching, recognition, and a culture of purpose.
• Develop and implement staff-focused training programs that build empathy, program knowledge, and technical proficiency.
• Establish clear performance expectations, conduct regular one-on-ones and team reviews, and manage corrective action processes as needed.
• Serve as an escalation point for complex staff situations, conflicts, and cross-team concerns.

Telehealth Program and Clinical Operations

• Leverage deep telehealth and healthcare services experience to guide how the engagement call center delivers on clinical and program outcomes.
• Ensure staff understand and can effectively support member health journeys, including Social Determinants of Health (SDOH), behavioral health, and care coordination contexts.
• Oversee member engagement programs end to end, from onboarding workflows through outcome tracking, ensuring fidelity to program design and client commitments.
• Partner with program leadership to translate care protocols into call center workflows, scripts, and escalation pathways.

Health Plan Payer Management and Client Outcomes

• Develop a working understanding of health plan payer structures, Medicaid and Medicare Advantage expectations, and value-based care frameworks that govern client contracts.
• Own the operational delivery of client program commitments, including engagement rates, care gap closures, and member satisfaction metrics.
• Monitor outcomes data and proactively surface risks, trends, and wins to internal leadership and external stakeholders.

Call Center Operations and Technology

• Oversee administrative functions including scheduling, compliance, resource allocation, and workforce management across the engagement team.
• Drive call volume activity and queue management through real-time monitoring, clear communication of operational and client targets, and service level adherence.
• Manage and optimize dialer performance, telephony systems, and CRM tools to maximize staff efficiency and member reach.
• Implement and refine internal quality assurance programs, focusing on both staff performance and member experience outcomes.
• Establish and monitor KPIs for call volume, member consents, engagement rates, declines, and timeliness, and hold the team accountable to those standards.
• Prepare regular reporting on call center health, campaign results, and operational trends to share across the organization and with client stakeholders.

Continuous Improvement and Cross-Functional Partnership

• Identify and implement process improvements that increase member enrollment, engagement performance, and operational efficiency.
• Serve as a key liaison across departments to ensure seamless coordination between the call center, clinical, account management, product, and technology teams.
• Champion change within the call center, bringing innovative ideas and continuously developing knowledge and processes that improve member experience, employee satisfaction, and company performance.
• Review and interpret large volumes of operational data to identify real-time areas of focus and drive corrective action.
• Perform all other duties as assigned.

Education and Experience

• Bachelor's degree in business, communications, healthcare administration, or a related field, or equivalent work experience.
• Eight (8) or more years of contact center operations experience, with at least five (5) years in outbound or engagement-focused environments.
• Five (5) or more years of direct people management experience, including management of managers or supervisors, preferably in healthcare or telehealh.
• Demonstrated experience in telehealth, digital health, or health services delivery, with a working understanding of how clinical and program outcomes connect to call center operations.
• Proven experience managing to health plan payer expectations, including Medicaid Managed Care, Medicare Advantage, or similar value-based care contract environments.
• Experience with outcomes management frameworks, including tracking and reporting against clinical or engagement KPIs.

Skills and Competencies

• Functional knowledge of call center technology and systems, including dialer platforms, telephony, CRM tools, and workforce management software.
• Strong analytical skills with the ability to create, interpret, and act on operational data, metrics dashboards, and performance reports.
• Exceptional people leadership skills, including the ability to coach, motivate, develop, and hold accountable a large, dispersed team.
• Excellent verbal and written communication skills, with the ability to tailor messaging for frontline staff, internal leadership, and external client or payer audiences.
• Ability to identify operational patterns, anticipate risks, and drive solutions proactively while maintaining a high standard of quality and compliance.
• Flexible schedule availability, including evenings up to 8:00 p.m., in a HIPAA-compliant remote setting.
• Bilingual English/Spanish preferred.
• Agile and adaptive in approach, with demonstrated ability to lead through change and ambiguity in a fast-paced, mission-driven environment.