Wider Circle

Role Description Wider Circle’s Member Services team is the operational engine behind our community health programs. The Senior Manager, Member Services, owns this operation end-to-end, leading a team of Team Leads and a large frontline workforce of Care Navigators. This role requires an experienced contact center operator who understands value-based care outcomes. - Own day-to-day outreach center performance: inbound and outbound call handling, campaign execution, scheduling, workforce management, and real-time quality monitoring. - Manage and optimize calling campaigns in Five9 or a comparable platform, including call routing, queue management, and agent productivity. - Analyze contact center KPIs to identify trends, address performance gaps, and continuously improve member engagement outcomes. - Build and maintain a QA framework that ensures consistent call quality, HIPAA compliance, and audit-ready documentation. - Drive measurable outcomes against value-based care goals: care gap closures, Annual Wellness Visits, Health Risk Assessments, HEDIS measures, Patient Reported Assessments, and SDOH initiatives. - Monitor the impact of quality and risk adjustment activities; develop corrective action plans when performance trends indicate risk. - Track and report KPIs across outreach effectiveness, care gap completion, and value creation; present results to senior leadership. - Lead Team Leads as direct reports, setting performance expectations, providing coaching, and holding the supervisory tier accountable for frontline outcomes. - Manage staffing models, scheduling, and workload distribution across the team. - Develop and deliver training that builds frontline capability and keeps the team equipped to meet evolving program requirements. - Establish a performance culture with clear goals, regular evaluations, and visible career progression for frontline staff. - Partner with Technology, Product, Data, and Finance to improve dashboards, automation, and reporting capabilities. - Collaborate across departments to support new client requirements and align Member Services with broader organizational goals. 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. Requirements - Clinical background or experience in a health plan or value-based care setting (nice to have). - Experience with Salesforce and Tableau (nice to have). Benefits - Competitive salary range of $90,000–$115,000. - Annual incentive bonus up to 5.75%. - Comprehensive medical, dental, and vision coverage. - 401(k) plan. - Generous paid time off, including your birthday off and 9 company holidays and a PTO accrual that grows with tenure. - Remote-first culture with periodic travel to our growth markets. - The chance to build something that matters — and to see the direct impact of your work on communities across the country.

• Own day-to-day outreach center performance: inbound and outbound call handling, campaign execution, scheduling, workforce management, and real-time quality monitoring. • Manage and optimize calling campaigns in Five9 or a comparable platform, including call routing, queue management, and agent productivity. • Analyze contact center KPIs to identify trends, address performance gaps, and continuously improve member engagement outcomes. • Build and maintain a QA framework that ensures consistent call quality, HIPAA compliance, and audit-ready documentation. • Drive measurable outcomes against value-based care goals: care gap closures, Annual Wellness Visits, Health Risk Assessments, HEDIS measures, Patient Reported Assessments, and SDOH initiatives. • Monitor the impact of quality and risk adjustment activities; develop corrective action plans when performance trends indicate risk. • Track and report KPIs across outreach effectiveness, care gap completion, and value creation; present results to senior leadership. • Lead Team Leads as direct reports, setting performance expectations, providing coaching, and holding the supervisory tier accountable for frontline outcomes. • Manage staffing models, scheduling, and workload distribution across the team. • Develop and deliver training that builds frontline capability and keeps the team equipped to meet evolving program requirements. • Establish a performance culture with clear goals, regular evaluations, and visible career progression for frontline staff. • Partner with Technology, Product, Data, and Finance to improve dashboards, automation, and reporting capabilities. • Collaborate across departments to support new client requirements and align Member Services with broader organizational goals.

• Drive improvement through hiring and developing the right people • Build sourcing infrastructure, keeping the Talent Acquisition machine running • Grow, manage and develop the team of Talent Acquisition Specialists • Lead day-to-day recruiting execution across all hiring tracks • Own Time to Fill (TTF) reporting and accountability • Build a sustainable Community Health Worker (CHW) talent pipeline • Partner with business leaders to keep job descriptions fresh • Drive clean process and people hand-offs between TA, L&D, IT, Finance and the business

- Conduct comprehensive telehealth initial visits for enrolled members (15-20 min) - Synthesize complex medical and social histories and identify clinical priorities and risks - Create concise, actionable clinical plans and handoffs for Community Health Workers, LCSWs, and care navigators - Document findings and recommendations clearly in the EMR to guide ongoing care - Provide clinical guidance on escalation pathways and program workflows during the pilot - Build rapid clinical rapport and trust with members and caregivers

• You will manage and coach a team of 8–10 Care Advocates, driving performance, accountability, and engagement in a remote-first environment • You will lead daily huddles, monitor team productivity, and ensure achievement of program and documentation goals • You will onboard and train new team members on workflows, documentation standards, and compliance requirements • You will manage a personal caseload of high-risk members, developing and executing individualized care plans • You will support members with complex health conditions, helping them navigate care and access needed resources • You will conduct assessments to identify social determinants of health (SDOH), such as food insecurity, housing instability, and transportation barriers • You will implement strategies to engage and retain members in CHI and PIN programs, proactively re-engaging those at risk of disengagement • You will ensure all documentation meets CMS and program requirements, auditing team work for accuracy and completeness • You will act as the first point of escalation for complex member cases, coordinating with clinical and telehealth teams as needed • You will build and maintain partnerships with local community organizations to connect members with additional resources • You will support your team in navigating systems, solving day-to-day challenges, and improving workflows and processes • You will track key metrics, monitor program performance, and help drive continuous improvement

Role Description Wider Circle is looking for a Care Advocate Manager, Care Delivery to join our circle and lead a remote-first team supporting high-risk members through our Community Health Integration (CHI) and Principal Illness Navigation (PIN) programs. In this role, you’ll serve as a player-coach, balancing team leadership with direct member support. You’ll guide a team of Care Advocates while managing your own caseload, helping bridge the gap between clinical care and social needs. The ideal candidate is both a strong operator and a compassionate leader—someone who can drive performance while building meaningful relationships with members and their families. If you are passionate about improving health outcomes, supporting vulnerable populations, and leading mission-driven teams, we’d love to meet you. What You'll Do - Manage and coach a team of 8–10 Care Advocates, driving performance, accountability, and engagement in a remote-first environment. - Lead daily huddles, monitor team productivity, and ensure achievement of program and documentation goals. - Onboard and train new team members on workflows, documentation standards, and compliance requirements. - Manage a personal caseload of high-risk members, developing and executing individualized care plans. - Support members with complex health conditions, helping them navigate care and access needed resources. - Conduct assessments to identify social determinants of health (SDOH), such as food insecurity, housing instability, and transportation barriers. - Implement strategies to engage and retain members in CHI and PIN programs, proactively re-engaging those at risk of disengagement. - Ensure all documentation meets CMS and program requirements, auditing team work for accuracy and completeness. - Act as the first point of escalation for complex member cases, coordinating with clinical and telehealth teams as needed. - Build and maintain partnerships with local community organizations to connect members with additional resources. - Support your team in navigating systems, solving day-to-day challenges, and improving workflows and processes. - Track key metrics, monitor program performance, and help drive continuous improvement. Qualifications - Bachelor’s degree in healthcare, social work, public health, or related field, or equivalent experience. - 5+ years of experience in healthcare, community health, social services, or healthcare operations. - 1–2+ years of experience managing or leading a team (remote or field-based preferred). - Experience working with high-risk or vulnerable populations. - Strong understanding of care coordination, documentation, and compliance requirements (CMS experience a plus). - Excellent communication, interpersonal, and organizational skills. - Proven ability to manage multiple priorities while maintaining attention to detail. - Comfort using digital tools, case management systems, and performance dashboards. - Valid driver’s license and reliable transportation. Benefits - Comprehensive health coverage, including medical, dental, and vision. - 401(k) plan. - Paid Time Off. - Employee Assistance Program. - Health Care FSA. - Dependent Care FSA. - Health Savings Account. - Voluntary Disability Benefits. - Basic Life and AD&D Insurance. - Adoption Assistance Program. - Training and Development. - $66,000.00-$74,000.00 per year. - An opportunity to make the world a better place! Company Description Wider Circle is dedicated to improving health outcomes through community. We connect neighbors to build supportive relationships that promote better health, reduce isolation, and empower individuals to live longer, healthier lives. Backed by leading investors, we partner with health plans and providers to address the social determinants of health and drive meaningful impact in the communities we serve.

- Lead a team of 15-25 entry-level, front-line outreach specialists responsible for outbound/inbound call handling - Responsible for coaching and developing reports on processes and best practices - Continue to maintain monthly personal performance metrics - Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously - Drive a culture of accountability, continuous improvement, and personal excellence - Directs workforce management activities and sets performance goals and objectives accordingly - Develop and maintain strategy on ensuring customer satisfaction on all service interaction - Provide team motivation and development to maximize sales opportunities - Responsible for the overall performance and productivity of direct reports - Responsible for weekly payroll review to ensure correct entries - Responsible for driving the growth of revenue and profit originating from a call center - Monitoring of individual and team results to identify and act on both positive and negative performance - Communicate key messages effectively to ensure that direct reports are informed of process changes - Provide regular feedback to representatives regarding performance wins and areas of opportunity - Work with other departments in the organization, such as quality assurance, training, IT, and recruiting. - Develop and audit quality assurance strategies to ensure the delivery of world-class service - Determining work procedures, preparing work schedules, and expediting workflow - Manage remote employees as needed. - Other duties and responsibilities as assigned

If you’ve felt the pressures of traditional practice, chasing volume instead of shaping outcomes, Wider Circle may be for you. Patients leave the hospital, and the system fractures: families scramble, meds get muddled, follow-up falls through, and another admission happens. The system wasn’t built for these moments. We started Wider Care+ because it simply wasn’t enough. Wider Circle delivers community-rooted, relationship-driven care for older adults and clinically complex populations by aligning clinical insight with trusted, community-based support. Wider Care+ is our new pilot that pairs physicians, Community Health Workers, Licensed Clinical Social Workers, and care navigators to create a coordinated, humane path forward. You are the clinical entry point—the comprehensive assessment that sets the foundation for real, ongoing intervention. The Role as a Telehealth Physician for Wider Care+, you’ll conduct initial telehealth assessments that serve as the clinical gateway for members newly enrolled in the pilot. Each visit confirms clinical needs, synthesizes the medical and social context, identifies barriers to care, and establishes prioritized clinical goals for the care team to implement over the course of months of support. Your assessment directly shapes the member’s care journey. This role is ideal for clinicians interested in innovative care delivery, population health, and collaborative, whole-person models of care. Key Responsibilities - Conduct comprehensive telehealth initial visits for enrolled members (45–60 min) - Synthesize complex medical and social histories and identify clinical priorities and risks - Create concise, actionable clinical plans and handoffs for Community Health Workers, LCSWs, and care navigators - Document findings and recommendations clearly in the EMR to guide ongoing care - Provide clinical guidance on escalation pathways and program workflows during the pilot - Build rapid clinical rapport and trust with members and caregivers Why clinicians say Wider Care+ feels different - Clinical autonomy: You own assessments and clinical judgment—no productivity quotas, no templated box-checking. - Focused clinical impact: You set direction; a skilled, community-centered team executes longitudinal engagement and social support. - Remote, flexible work: Telehealth visits you can schedule to fit your week—no clinic overhead, no commute. - Early-stage influence: Join a pilot shaping how we deliver whole-person care at scale. - Team-based care: You’re never alone—care managers and community teammates carry longitudinal work.

If you’ve felt the pressures of traditional practice, chasing volume instead of shaping outcomes, Wider Circle may be for you. Patients leave the hospital, and the system fractures: families scramble, meds get muddled, follow-up falls through, and another admission happens. The system wasn’t built for these moments. We started Wider Care+ because it simply wasn’t enough. Wider Circle delivers community-rooted, relationship-driven care for older adults and clinically complex populations by aligning clinical insight with trusted, community-based support. Wider Care+ is our new pilot that pairs physicians, Community Health Workers, Licensed Clinical Social Workers, and care navigators to create a coordinated, humane path forward. You are the clinical entry point—the comprehensive assessment that sets the foundation for real, ongoing intervention. The Role as a Telehealth Physician for Wider Care+, you’ll conduct initial telehealth assessments that serve as the clinical gateway for members newly enrolled in the pilot. Each visit confirms clinical needs, synthesizes the medical and social context, identifies barriers to care, and establishes prioritized clinical goals for the care team to implement over the course of months of support. Your assessment directly shapes the member’s care journey. This role is ideal for clinicians interested in innovative care delivery, population health, and collaborative, whole-person models of care. Key Responsibilities - Conduct comprehensive telehealth initial visits for enrolled members (45–60 min) - Synthesize complex medical and social histories and identify clinical priorities and risks - Create concise, actionable clinical plans and handoffs for Community Health Workers, LCSWs, and care navigators - Document findings and recommendations clearly in the EMR to guide ongoing care - Provide clinical guidance on escalation pathways and program workflows during the pilot - Build rapid clinical rapport and trust with members and caregivers Why clinicians say Wider Care+ feels different - Clinical autonomy: You own assessments and clinical judgment—no productivity quotas, no templated box-checking. - Focused clinical impact: You set direction; a skilled, community-centered team executes longitudinal engagement and social support. - Remote, flexible work: Telehealth visits you can schedule to fit your week—no clinic overhead, no commute. - Early-stage influence: Join a pilot shaping how we deliver whole-person care at scale. - Team-based care: You’re never alone—care managers and community teammates carry longitudinal work.

If you’ve felt the pressures of traditional practice, chasing volume instead of shaping outcomes, Wider Circle may be for you. Patients leave the hospital, and the system fractures: families scramble, meds get muddled, follow-up falls through, and another admission happens. The system wasn’t built for these moments. We started Wider Care+ because it simply wasn’t enough. Wider Circle delivers community-rooted, relationship-driven care for older adults and clinically complex populations by aligning clinical insight with trusted, community-based support. Wider Care+ is our new pilot that pairs physicians, Community Health Workers, Licensed Clinical Social Workers, and care navigators to create a coordinated, humane path forward. You are the clinical entry point—the comprehensive assessment that sets the foundation for real, ongoing intervention. The Role as a Telehealth Physician for Wider Care+, you’ll conduct initial telehealth assessments that serve as the clinical gateway for members newly enrolled in the pilot. Each visit confirms clinical needs, synthesizes the medical and social context, identifies barriers to care, and establishes prioritized clinical goals for the care team to implement over the course of months of support. Your assessment directly shapes the member’s care journey. This role is ideal for clinicians interested in innovative care delivery, population health, and collaborative, whole-person models of care. Key Responsibilities - Conduct comprehensive telehealth initial visits for enrolled members (45–60 min) - Synthesize complex medical and social histories and identify clinical priorities and risks - Create concise, actionable clinical plans and handoffs for Community Health Workers, LCSWs, and care navigators - Document findings and recommendations clearly in the EMR to guide ongoing care - Provide clinical guidance on escalation pathways and program workflows during the pilot - Build rapid clinical rapport and trust with members and caregivers Why clinicians say Wider Care+ feels different - Clinical autonomy: You own assessments and clinical judgment—no productivity quotas, no templated box-checking. - Focused clinical impact: You set direction; a skilled, community-centered team executes longitudinal engagement and social support. - Remote, flexible work: Telehealth visits you can schedule to fit your week—no clinic overhead, no commute. - Early-stage influence: Join a pilot shaping how we deliver whole-person care at scale. - Team-based care: You’re never alone—care managers and community teammates carry longitudinal work.