Director, Member Engagement
$150k - $170k USD
Who We Are
Imagine Pediatrics is a tech enabled, pediatrician led medical group reimagining care for children with special health care needs. We deliver 24/7 virtual first and in home medical, behavioral, and social care, working alongside families, providers, and health plans to break down barriers to quality care. We do not replace existing care teams; we enhance them, providing an extra layer of support with compassion, creativity, and an unwavering commitment to children with medical complexity.
What You’ll Do
As Director, Member Engagement, you will establish and direct the strategic vision and objectives for the Imagine Pediatrics centralized call center, and execute on engagement strategies in new and existing markets. You will:
- Scale, optimize, and continually develop the Imagine Pediatrics centralized member contact and engagement center, which will process both inbound and outbound communications across call, email, and SMS/MMS in a manner that integrates cross-functionally with our mobile integrated care team, provider engagement team, and other key business and clinical functions.
- Refine, create, and define strategy and direction to lead a team of engagement associates that enroll attributed eligible patients into the Imagine Pediatric’s clinical program.
- Lead centralized outreach team to support timely initial member outreach and initial enrollment for each Health Plan partner on a rolling monthly basis.
- Be accountable for executing enrollment targets through team build, team performance management, including regular Q/A, training & development, coaching & mentoring.
- Serve as a strategic thought leader and partner with Product, Engineering, and Data teams to inform the technical (telephonic, digital, SMS) and analytical infrastructure necessary to deliver on engagement targets and objectives.
- Stay abreast of new call center technology and service concepts and partner with internal teams on cost benefit analyses for prospective new technologies .
- Maintain high degree of competency in relevant regulatory standards that Imagine Pediatrics must follow with respect to the operational scope of this role.
What You Bring & How You Qualify
First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support they deserve. You will need:
- 10+ years of healthcare experience; 3+ years of management experience, preferably with experience in a start-up or hypergrowth environment.
- Demonstrated success in the patient engagement space, ideally prior experience in the Medicaid space, and leading centralized and remote teams.
- Track record of leading teams and building operations functions from the ground up.
- Ability to identify and manage key operations metrics and budgets to meet or exceed targets and establish best-in-class scalable engagement models.
- Experience establishing and executing against organizational goals, policies, and procedures.
- Demonstrable track record of working well across teams and with external partners.
What We Offer (Benefits + Perks)
The role offers a base salary range of $150,000 - $170,000 in addition to annual bonus incentive, competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary.
We provide these additional benefits and perks:
- Competitive medical, dental, and vision insurance
- Healthcare and Dependent Care FSA; Company-funded HSA
- 401(k) with 4% match, vested 100% from day one
- Employer-paid short and long-term disability
- Life insurance at 1x annual salary
- 20 days PTO + 10 Company Holidays & 2 Floating Holidays
- Paid new parent leave
- Additional benefits to be detailed in offer
What We Live By
We’re guided by our five core values:
Our Values:
- Children First. We put the best interests of children above all. We know that the right decision is always the one that creates more safe days at home for the children we serve today and in the future.
- Earn Trust. We listen first, speak second. We build lasting relationships by creating shared understanding and consistently following through on our commitments.
- Innovate Today. We believe that small improvements lead to big impact. We stay curious by asking questions and leveraging new ideas to learn and scale.
- Embrace Humanity. We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to grow and understand how we can improve.
- One Team, Diverse Perspectives. We actively seek a range of viewpoints to achieve better outcomes. Even when we see things differently, we stay aligned on our shared mission and support one another to move forward — together.
We Value Diversity, Equity, Inclusion and Belonging
We believe that creating a world where every child with complex medical conditions gets the care and support, they deserve requires a diverse team with diverse perspectives. We're proud to be an equal opportunity employer. People seeking employment at Imagine Pediatrics are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, or characteristics (or those of a family member), pregnancy or other status protected by applicable law.