Senior Manager, Member Services
$90,000–$115,000 year
Remote · Las Vegas, Nevada, United States or San Antonio, Texas, United States
Job Summary
Senior Manager, Member Services responsible for leading a high-volume outbound contact center operation and a low-volume, high-complexity care navigation layer, focused on value-based care outcomes. Own day-to-day performance, manage campaigns in Five9 or equivalent platforms, drive KPI analysis, QA and HIPAA-compliant documentation, and oversee a frontline workforce through Team Leads and Care Navigators. Collaborate with Technology, Product, Data, and Finance to improve dashboards, automation, and reporting; build a performance culture with clear goals and career progression. Requires extensive leadership experience in healthcare or managed care, hands-on Five9 or similar platform expertise, strong data-driven decision-making, and a Bachelor’s degree (Master’s a plus). Remote-friendly with multiple US locations (San Antonio, El Paso, Albuquerque, McAllen, Jacksonville, Las Vegas); salary range $90k–$115k; includes annual incentive bonus and comprehensive benefits.
Required 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
- Nice to have: clinical background or experience in a health plan or value-based care setting, Experience with Salesforce and Tableau
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.