Wider Circle

Manager

• Own day-to-day outreach center performance: inbound and outbound call handling, campaign execution, scheduling, workforce management, and real-time quality monitoring.
• Manage and optimize calling campaigns in Five9 or a comparable platform, including call routing, queue management, and agent productivity.
• Analyze contact center KPIs to identify trends, address performance gaps, and continuously improve member engagement outcomes.
• Build and maintain a QA framework that ensures consistent call quality, HIPAA compliance, and audit-ready documentation.
• Drive measurable outcomes against value-based care goals: care gap closures, Annual Wellness Visits, Health Risk Assessments, HEDIS measures, Patient Reported Assessments, and SDOH initiatives.
• Monitor the impact of quality and risk adjustment activities; develop corrective action plans when performance trends indicate risk.
• Track and report KPIs across outreach effectiveness, care gap completion, and value creation; present results to senior leadership.
• Lead Team Leads as direct reports, setting performance expectations, providing coaching, and holding the supervisory tier accountable for frontline outcomes.
• Manage staffing models, scheduling, and workload distribution across the team.
• Develop and deliver training that builds frontline capability and keeps the team equipped to meet evolving program requirements.
• Establish a performance culture with clear goals, regular evaluations, and visible career progression for frontline staff.
• Partner with Technology, Product, Data, and Finance to improve dashboards, automation, and reporting capabilities.
• Collaborate across departments to support new client requirements and align Member Services with broader organizational goals.

Senior Manager, Member Services

Community Manager

• Build relationships with individuals and communities to promote health and wellness.
• Conduct community-based outreach and education on healthcare services, disease prevention, and healthy lifestyles.
• Advocate for member and community needs within healthcare systems and social services.
• Establish partnerships with community-based organizations to broaden the range of support services available to our members.
• Provide culturally appropriate health education on topics such as nutrition, chronic disease management, mental health, and preventative care.
• Support individuals in understanding and navigating the healthcare system.
• Organize workshops and informational sessions on healthcare topics.
• Assist individuals in accessing medical care, insurance programs, and social services.
• Help members close care gaps by scheduling appointments and reminders, assisting with paperwork, and understanding their treatment plans.
• Identify barriers to healthcare (SDoH) and provide resources.
• Connect individuals with social services, such as housing, food assistance, and employment support.
• Document interactions in Wider Circle’s digital systems in a timely manner.
• Support Area Manager by assisting Specialists in their role, which can include training, shadowing or providing support to associates in need of assistance.
• Ability to support membership and meet required standards with little supervision.
• As needed, conduct in-home visits to meet with members that you are unable to reach to review their needs and discuss their access to care and/or close care gaps.

Community Engagement Lead

Bilingual

• - Conduct comprehensive telehealth initial visits for enrolled members (15-20 min)
• - Synthesize complex medical and social histories and identify clinical priorities and risks
• - Create concise, actionable clinical plans and handoffs for Community Health Workers, LCSWs, and care navigators
• - Document findings and recommendations clearly in the EMR to guide ongoing care
• - Provide clinical guidance on escalation pathways and program workflows during the pilot
• - Build rapid clinical rapport and trust with members and caregivers

Bilingual Telehealth Physician – English/Spanish

• Lead the Connect For Life program, utilizing Wider Circle's developed curriculum to build trust and promote health.
• This means leading events, virtual and in person and creating a community of connected members. Members should, under your leadership, connect with each other, attend events frequently and support each other.
• Strategically plan, and host virtual and in-person events to foster relationships among members and contribute to positive wellness outcomes.
• Proactively contact members, ensuring participation in Chapter events and various group activities, conducting one-on-one home visits, and facilitating monthly engagement.
• Record member interactions ( all member outreach, attendance, and attempts to contact members) for effective tracking and reporting through wider circles online digital systems in a timely manner.
• Identify natural leaders within the community and invite them to serve as Wider Circle Ambassadors, enhancing member connections and event coordination.
• Serve as a liaison, connecting members to their health plans and to each other. Support members in needs as it relates to helping them with health care services, doctor appointments or assisting them in closing care gaps.
• Hold yourself accountable for achieving membership engagement and growth goals, monitoring success through metrics such as attendance, feedback, and other relevant data.
• Conduct in-home visits to, meet with members that you are unable to reach or to meet with them to review member needs and encouragement to get them to events.

Community Engagement Specialist, Bilingual English-Spanish

• Lead the Connect For Life program, utilizing Wider Circle's developed curriculum to build trust and promote health.
• Strategically plan, and host virtual and in-person events to foster relationships among members and contribute to positive wellness outcomes.
• Proactively contact members, ensuring participation in Chapter events and various group activities, conducting one-on-one home visits, and facilitating monthly engagement.
• Record member interactions for effective tracking and reporting through wider circles online digital systems.
• Identify natural leaders within the community and invite them to serve as Wider Circle Ambassadors.
• Connect with potential members, developing personalized plans to enroll them in the Connect For Life program.
• Serve as a liaison, connecting members to their health plans and to each other.

• Lead the Connect For Life program, utilizing Wider Circle's developed curriculum to build trust and promote health.
• This means leading events, virtual and in person and creating a community of connected members.
• Strategically plan, and host virtual and in-person events to foster relationships among members and contribute to positive wellness outcomes.
• Proactively contact members, ensuring participation in Chapter events and various group activities, conducting one-on-one home visits, and facilitating monthly engagement.
• Hold yourself accountable for achieving membership engagement and growth goals, monitoring success through metrics such as attendance, feedback, and other relevant data.
• Identify natural leaders within the community and invite them to serve as Wider Circle Ambassadors, enhancing member connections and event coordination.