Director of Member Experience at Tria Health

Kansas City, Missouri, United States -

Full Time

Start Date

Immediate

Expiry Date

23 May, 26

Salary

130000.0

Posted On

22 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Leadership, Team Development, Service Standards Monitoring, Escalation Resolution, Outreach Strategy, Engagement Strategy, Performance Tracking, Staff Coaching, Recruitment, Mentoring, Performance Reviews, Data Analysis, Process Implementation, Budgeting, Inventory Management, Conflict Resolution

Industry

Hospitals and Health Care

Description

Description Essential Duties and Responsibilities: Customer Service Leadership Lead and develop teams delivering support across phone, email, and digital channels Set service standards and monitor KPIs (response times, satisfaction, quality, resolution) Partner with internal teams to resolve escalations and improve member experience Represent the “Voice of the Member” across the organization Patient Enrollment & Engagement Oversee outbound outreach, education, and enrollment activities Create scripts, messaging, and engagement strategies Track performance goals (outreach volume, conversion, activation) Coach staff on communication and relationship-building Ensure compliance with healthcare communication standards People & Team Leadership Recruit, train, and mentor a high-performing team Conduct performance reviews and support career development Foster a positive, accountable, service-focused culture Promote cross-training and collaboration Operations & Strategy Analyze service and engagement data to identify improvements Implement tools and processes that increase efficiency Partner with marketing, clinical, and operations teams Support budgeting, staffing, and resource planning Logistics & Inventory Manage inventory for supplies, devices, and member materials Oversee printing, shipping, and mailing operations Requirements Qualifications Bachelor’s degree preferred; equivalent experience considered 8+ years in customer service; 5+ years in management Experience leading customer service or contact center teams Comfortable with metrics, dashboards, and KPIs Proficiency in Excel, PowerPoint, Teams, Word, Outlook Familiarity with call center software (preferred) Knowledge of HIPAA and healthcare communication standards (preferred) Key Skills Strong leadership and team-building Excellent communication and coaching abilities Conflict resolution and service recovery expertise Ability to lead in performance-driven environments Data-driven decision making Physical Requirements: Regular standing, walking, sitting, bending, and reaching. Must use hands frequently and have full range of vision abilities. Occasional lifting/moving of up to 5 lbs. Occasional driving or air travel may be required. Work Environment: Professional office setting using standard office equipment; generally minimal noise except for moderate noise in the mail room. Location: On-site role in the Crossroads Arts District, Kansas City, MO. Schedule: Monday–Friday, 8:00 AM–5:00 PM, with occasional evening or Saturday work to support team needs. Travel: Negligible. This is not an all inclusive job description. Duties and requirements can change at any time.

Responsibilities

This role involves leading customer service teams across multiple channels, setting service standards, and overseeing patient outreach, education, and enrollment activities. The director must also manage team development, analyze engagement data, and ensure compliance with healthcare communication standards.