Sr. Manager of Member Engagement

About the role

The Senior Manager of Member Engagement is responsible for leading PHM's engagement strategy, outreach execution, and optimization efforts across member populations. This role oversees the RN targeted outreach team and serves as the primary owner of engagement performance, ensuring outreach activities drive utilization growth, inbound case volume, and a consistent member experience across accounts. This is a highly visible role with significant opportunity to build and improve. The person will create structure where it does not yet exist, establish scalable processes and reporting, and partner closely with Marketing, Account Management, Clinical, and other stakeholders to align engagement efforts with organizational priorities. What You'll Accomplish Establish a scalable engagement operating system with documented processes, reporting, and accountability measures. Improve engagement performance, utilization, and inbound case volume through data-driven strategy and outreach optimization. Build, coach, and lead a high-performing RN outreach team capable of delivering consistent member experiences across accounts. Create visibility into engagement performance and translate insights into actionable recommendations for business leaders. How You'll Spend Your Days Leading Engagement Strategy and Performance Analyze engagement performance, utilization trends, account demographics, and outreach data to identify opportunities and drive action. Develop and optimize engagement strategies that improve utilization and member participation across accounts. Monitor account performance and recommend targeted interventions where results are lagging. Building Operational Excellence Create and document workflows, processes, reporting structures, and operating rhythms for the engagement function. Reduce key-person dependencies by standardizing outreach approaches and knowledge management practices. Partner with teams across PHM to build scalable engagement infrastructure as membership grows. Leading and Developing Teams Manage, coach, and develop the RN targeted outreach team. Provide clear accountability, performance management, and professional development support. Foster a culture focused on meaningful member conversations, education, and engagement outcomes. Cross-Functional Partnership Collaborate with Marketing, Account Management, Clinical, and other stakeholders to align engagement initiatives with organizational goals. Present recommendations and insights to senior leaders using data-driven analysis and business rationale. What You Bring to the Table Required Experience in leading teams in digital health, healthcare navigation, advocacy, or member engagement environments. Experience analyzing engagement performance, utilization trends, demographics, and outreach data to drive strategic decisions. Proven success leading, coaching, and developing outreach, engagement, or healthcare-facing teams. Experience creating structure, standardizing workflows, and improving operational efficiency across teams and systems. Strong executive communication skills with the ability to present recommendations and challenge assumptions using data. Demonstrated ability to influence stakeholders and build alignment across multiple departments. Read what current Team Members say about working at PHM!

Benefits

Additional Information

Sr. Manager of Member Engagement Location: Remote (U.S.) Reports To: Jessica Thorberg About Private Health Management Private Health Management (PHM) supports people with serious and complex medical conditions, helping them obtain the best possible medical care. We guide individuals and families to top specialists, advanced diagnostics, and personalized care. Trusted by healthcare providers and businesses, PHM offers independent, science-backed insights to help clients make informed decisions and access the best care.

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Company Intel

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