Wider Circle

Clinical Operations

• The "First Impression": Conduct rapid outreach to new referrals, welcoming them to the program and setting the tone for their care journey.
• Intake & Eligibility (The VOB): Perform Verification of Benefits (VOB) and confirm program qualification to ensure a seamless billing path.
• The Calendar Lead: Own the scheduling and rescheduling loop. You are responsible for ensuring patients and providers show up for their E/M visits and resolving "no-show" hurdles.
• Tech Troubleshooting: Act as a "Member Concierge," helping patients and providers navigate our platform, sign consents, and fix audio/video issues before their appointments.
• Data Integrity: Maintain a "Zero Inbox" mentality within our Case Management Systems, ensuring every interaction is documented for clinical continuity and reimbursement.
• Startup Agility: Assist the Operations team in testing new workflows, documenting "what works," and taking on special projects as the company scales.

Clinical Operations Associate – Care Delivery

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.

Clinical Operations Associate – Care Delivery

Senior Manager, Member Services

Community Engagement Lead