Sr. Manager of Member Engagement

Sr. Manager of Member Engagement 

Location: Remote (U.S.) 
Reports To: Jessica Thorberg 

About Private Health Management 

Private Health Management guides patients and families through the chaos and complexity of serious medical care, for cancer and beyond. As an independent advocate and trusted partner during healthcare's most challenging moments, our team of experts works alongside physicians to orchestrate the best treatment, advocacy, and support to deliver measurably better outcomes.

Everyone deserves great care. We make sure they get it.

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!

Compensation 

The target compensation for this role is $144,000 - $180,000 annually with a $120,000-$150,000 base salary. 

Cash compensation is only a part of a total package that also includes: health/dental/vision benefits, 401k with match, flexible PTO, PHM for PHM — our services for you and your dependents — and other benefits. Individual pay may vary from the target range as several factors including market forces, experience, location, disparities in market data and other relevant business considerations may all factor into final compensation. 

Location 

This is a remote role requiring that you live in and physically perform all work in the United States. 

Next Steps 

Private Health Management is a remote company with employees around the United States. We’re committed to providing a thoughtful, transparent interview experience and meaningful opportunities to get to know our company, mission, and wonderful teammates through fully remote interviews. If your application is selected for interviews, you’ll hear from a member of our recruiting team to schedule next steps. Interviews will also include the hiring manager, peers, and often an executive from the department. PHM uses AI-enabled tools at certain points in the recruiting process to help identify and evaluate top talent; however, all hiring decisions are made by human reviewers. 

Have a quick question about the role? Email [email protected] or simply apply here.