Matrix Medical Network logo
Matrix Medical Network

Matrix Medical Network is the nation’s leading independent provider of comprehensive in-home health assessments, serving Medicare Advantage, Managed Medicaid and Commercial patients across all 50 states. With a network of 3,000 + clinicians, we deliver personalized Whole Person Care that includes diagnostic testing, risk identification, medication management and preventive health education, empowering people to better manage acute and chronic conditions. Guided by our mantra - We see you. We hear you. We’ve got you. - and our core values of Integrity, Accountability, Trust, Respect and Passion, we are committed to creating a culture where both patients and teammates feel valued, supported and heard.

VP. Member Experience and Engagement

Vice PresidentVice PresidentFull TimeRemoteMid LevelTeam 5,001-10,000

Location

United States

Posted

3 days ago

Salary

$196K - $294K / year

Seniority

Mid Level

No structured requirement data.

Job Description

VP. Member Experience and Engagement

Matrix Medical Network

Role Description Matrix Medical Network is reshaping how healthcare organizations connect with the members they serve. As member expectations evolve, so must the systems, teams, and technology behind every outreach, scheduling, and assessment interaction. We are seeking a seasoned executive to lead this transformation: building a modern, omnichannel member experience that combines operational discipline with advanced analytics and AI-enabled engagement. The Vice President of Member Experience & Engagement owns the full operational strategy behind member engagement, from first outreach through scheduling, assessment completion, and follow-up. This leader is responsible for the teams, technology, and partnerships that allow millions of members to receive the care they need, while delivering measurable value to health plan partners. This role is grounded in the strategic vision and responsibilities outlined in the attached position description. Responsibilities - Design and optimize omnichannel member journeys - Lead contact center operations and outsourced engagement partners - Direct member outreach across phone, SMS, digital, print, scheduling, and emerging channels - Apply AI, predictive analytics, and automation to personalize engagement at scale - Build enterprise engagement strategies that strengthen operational performance - Oversee workforce planning, quality management, vendor governance, and operational excellence - Partner with Product, Marketing, Clinical Leadership, Technology, Business Intelligence, Compliance, and Business Development to deliver a superior member experience - Develop executive dashboards and KPIs that support continuous improvement Qualifications - 12+ years of progressive leadership experience in healthcare operations, member engagement, customer experience, or contact center operations - 5+ years in executive leadership - Experience leading enterprise contact center and vendor operations - Expertise in healthcare operations, Medicare Advantage, managed care, or value-based care - Strong background in analytics, CRM platforms, engagement technology, and AI-enabled solutions - Demonstrated success leading operational transformation initiatives Requirements - Performance in this role will be measured against the metrics that matter most to the business: - Contact Rate - Acceptance Rate - Conversion Rate - Cost per Completed Assessment - Member Experience - Operational Efficiency - Vendor Performance - Journey Effectiveness - AI-Enabled Engagement Adoption - Health Plan Satisfaction Benefits - Medical, dental, vision - Paid time off - Paid holidays - 401(k) with company matching - Voluntary life insurance - Short-term disability - Long-term disability - Employee assistance program - Health savings account - Flexible spending accounts - Additional voluntary benefits

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