VP. Member Experience and Engagement

Overview

VP, Member Experience and Engagement

(Remote)

About Us:

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.

Why Work at Matrix?

• The opportunity to work with one of the fastest growing companies in healthcare whose vision is to provide unparalleled quality and value to providers and members.
• A chance to work with great people on exciting projects.
• Our opportunities allow you to leverage your expertise and compassion, making a direct impact to the health and well-being of members.
• Competitive Compensation: Be rewarded for your effort and passion while making a difference in the community.

Responsibilities

About the Role

• Type: Full-Time, Salaried

• Compensation: $196,000 - $294,000, 30-40% incentive bonus

• Location: Fully Remote (must be located in the United States)

• Hours: Full-Time, Days

• Benefits Offered: 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, and additional voluntary benefits.

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.

This role is grounded in the strategic vision and responsibilities outlined in the attached position description.

Why This Role Matters

Every successful in-home assessment starts with meaningful member engagement. The Vice President of Member Experience & Engagement owns the full operational strategy behind that 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.

The scope extends well beyond contact center leadership. This is a chance to build one of the most sophisticated member engagement organizations in healthcare.

What You'll Do

As the executive accountable for operational member engagement across the enterprise, you will:

• 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

What Success Looks Like

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

Who You Are

You are a healthcare operations executive who pairs strategic vision with hands-on operational rigor. You rely on data to guide decisions, use technology to scale impact and see every process improvement as an opportunity to strengthen the member experience. You have a track record of:

• Leading large, complex operational organizations
• Developing and inspiring high-performing teams
• Building strong cross-functional executive partnerships
• Improving member and customer experience through innovation
• Translating analytics into operational action
• Delivering measurable results in ambiguous, fast-moving environments

Qualifications

What You'll Bring

• 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

Our Culture:

• We have a clear vision of where we are going, and we are guided by core values that embody our organization and our culture.
• We emphasizes innovation and growth, and you will be given the opportunities and tools to develop personally and professionally.
• We encourage and celebrate collaboration.
• We have a deep commitment to positively impact the communities in which we work and to make a difference in the lives of who we serve.

Matrix Medical Network is an Equal Employment Opportunity Employer. It is the policy of Matrix to provide equal employment opportunities without regard to race, color, religion, sex, gender identity or expression, pregnancy, age, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law. It is also the policy of Matrix that qualified individuals with disabilities receive equal opportunity in regard to job application procedures, hiring, and all aspects of the employment process. Matrix is committed to the full inclusion of all qualified individuals. Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of Matrix to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, pre-employment testing, to otherwise participate in the selection process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MatrixHR@matrixhealth.net.

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