Director, Member Experience

Who We Are

Porter combines the power of analytics with the power of care. Porter is a leading healthcare IT and services platform for care and coverage coordination that optimizes outcomes and member experience. We deliver understanding, compassion, information, and peace of mind for your members. Driven by robust AI analytics, Porter’s Care Guide team helps the member navigate the healthcare delivery system, secures the right support for each member’s specific needs, and directs Porter’s team of expert clinicians to perform comprehensive in-home assessments, complete with lab and diagnostic testing. By coordinating the complexities of each unique care journey, Porter helps close the gaps with the largest impact on quality measures, total cost of care, risk adjustment, and member experience. 

Who You Are

We are seeking an experienced and dynamic Director, Member Experience to lead and oversee our dedicated team of Care Guides operating in a call center environment. The Care Guides are responsible for conducting telephonic health risk screenings, facilitating encounters, delivering clinically relevant education, and providing comprehensive explanations of network rules and benefits to our valued members. The successful candidate will play a pivotal role in driving team performance, owning key performance indicators (KPIs), and ensuring excellence in all our connections with the members.  

What You'll Do

- Lead, mentor, and inspire a team of Care Guides to deliver exceptional member services and achieve performance goals. 

- Foster a positive and collaborative team culture that emphasizes continuous improvement and a commitment to excellence. 

- Develop and implement strategic plans to enhance the effectiveness and efficiency of the Care Guides team. 

- Collaborate with other departments to align outreach initiatives with organizational goals and member needs. 

- Take ownership of key performance indicators (KPIs) for the Care Guides team, monitoring and analyzing metrics to drive continuous improvement. 

- Implement strategies to meet or exceed performance targets, ensuring high-quality member interactions. 

- Oversee telephonic health risk screenings, encounter facilitation, and the delivery of clinically relevant education to members 

- Ensure that members receive clear and accurate information about network rules, benefits, and available resources. 

- Collaborate with other departments, including member services, healthcare providers, and IT, to streamline processes and enhance the overall member experience. 

- Act as a liaison between the Care Guides team and various stakeholders to drive effective communication and collaboration. 

- Establish and maintain quality assurance processes to uphold service standards and compliance with health plan regulations. 

- Conduct regular performance evaluations and provide constructive feedback to the Care Guides team. 

What You'll Need

Qualifications 

- Bachelor's degree in a relevant field; advanced degree preferred. 

- Extensive experience in a health plan call center, particularly in member services. 

- Proven leadership experience, preferably in managing teams within a call center setting. 

- Strong understanding of health plan operations, network rules, and benefits and government regulated issues like grievances.  

- Exceptional communication and interpersonal skills. 

- Analytical mindset with the ability to use data to drive decision-making. 

- Demonstrated ability to develop and execute strategic plans. 

What We Offer

- Medical, dental, and vision benefits within 30 days of hire

- Paid vacation and holidays

- A fun team and special culture