Director, Customer Experience & Engagement

We’re delighted you’re considering joining us! At Hill Physicians Medical Group, we’re shaping the healthcare of the future: actively managed care that prevents disease, supports those with chronic conditions and anticipates the needs of our members.

At Pri Med, your uniqueness is valued, celebrated, encouraged, supported, and embraced. Whatever your relationship with Hill Physicians, we welcome ALL that you are. We value and respect your race, ethnicity, gender identity, sexual orientation, age, religion, disabilities, experiences, perspectives, and other attributes. Our celebration of diversity and foundation of inclusion allows us to leverage our differences and capitalize on our similarities to better serve our communities.

We do it because it's right!

The Customer Experience and Engagement Director is the operational and strategic leader of three critical areas: the customer service contact center, member / patient experience and engagement, and member data & IT strategy. The role develops enterprise strategies and initiatives to ensure high performance in customer experience, satisfaction, growth and retention; leads and manages a high‑performing team focused on outcomes, strong relationships, and efficiency;

fosters customer service, experience and engagement in technology systems and enterprise initiatives; and stays current on industry changes and trends related to customer service performance and external benchmarks and measures.

• Responsible for the Contact Center, ensuring excellent service to current and prospective providers, members, health plans, employers, brokers, and other external and internal customers.
• Ensures high standards of performance across the contact center and within teams, actively reviews KPIs, meets with team members, and revises processes to achieve and exceed service standards.
• Ensures that technology supporting the department meets client needs.
• In partnership with Reporting and Advanced Analytics, Data Governance/Quality, and Enrollment Services, provides oversight of Member Data Management tools and strategy to ensure member data timeliness, integrity, and accuracy.
• Accountable for accurate member data to external and internal partners and required reporting.
• Provides leadership and strategic oversight for member and patient experience and engagement.
• Evaluates reporting and performance for external measures such as CAHPS scores for Medicare Advantage STAR performance and Integrated Health Association (IHA) patient experience measures.
• Evaluates programs to ensure alignment and effectiveness against desired outcomes.
• Collaborates with member‑facing cross‑functional teams (e.g., Quality, Government Programs, Care Management, Authorizations, Marketing) to develop standardized, positive member experiences related to core MSO functions and outreach, including consistent technology, modalities (phone, mail, etc.) and vendors (e.g., language services).
• Owns decision‑making for member IT strategy, including evaluation of member engagement and data platforms (e.g., Epic, Salesforce) and outreach tools (e.g., Hello World, Cipher Health, Ring Central, MyChart, Cheers, Campaigns).

• Owns or contributes to internal and external forums and committees for customer experience and satisfaction performance, such as health plan joint operating committees, patient and family advisory councils, and physician committees and advisory groups.
• Stays current on industry changes and trends related to customer service and experience, including external measurements and benchmarks.
• Identifies opportunities and areas for improvement in member experience.
• Designs and evaluates programs to drive performance in customer experience and engagement.
• Develops and adheres to budgets and workforce planning and execution.
• Oversees on‑site emergency response‑related activities.
• Supports compliance with corporate safety and wellness initiatives.
• Acts as senior onsite leader for communication of key corporate messages, oversight and management of routine facilities issues, and guidance related to personnel issues.
• Performs other duties as…