Director, Member Engagement
Overview
At Clover Health, we make Medicare Advantage simpler and smarter for America’s seniors. Our edge is the Clover Assistant, a tool that puts a member’s complete health picture in front of their doctor at the right moment. Better information, better care, lower cost.
About the role
The Director, Member Engagement role is designed to drive our business, every completed AWV, closed care gap, and adherence win is a healthier member and a stronger plan. This role requires a leader who owns the metrics, refines the process, builds the training engine, and drives every call toward a meaningful member health action.
Responsibilities
Own the scorecard. Adherence, occupancy, conversion, AHT, quality, talk-to-listen, member outcomes. You set the targets, publish the dashboards, and tell the story behind every number to leadership every week.
Inbound or outbound, the standard’s the same: move the member toward a health action they feel good about. Build the playbooks for opening warmly, reading hesitation, working through resistance, guiding to yes and coach your team through the call.
Audit what’s working, fix what isn’t. Call flows, escalation paths, QA framework, performance management. Run the rhythm: daily huddles, weekly pipeline reviews, monthly business reviews. No drift.
Partner with L&D and Compliance so every agent is licensed, trained, and ready before their first live call, and stays sharp after using AI-assisted training and agent co-pilots.
Design the comp and recognition structure that drives the right behaviors: conversion to member action, quality, adherence, without anyone gaming the system. Pair it with daily, weekly, and monthly scorecards every agent can read at a glance.
Lead the supervisors and team leads who run the floor, and build a workforce that is high-performing, accountable, and engaged. Walk the floor, coach in the moment, developing your people while holding the bar.
Partner with Clinical Ops, Stars, Quality, and Marketing on the campaigns, target lists, and call flows that move the MA metrics that matter. Every campaign ladders to a member health outcomes.
Partner with Compliance on CMS marketing rules, TCPA, scope of appointment, call recording, and member communication standards. No shortcuts.
Requirements
You build teams people want to be on. Your agents and leaders trust you because you earned it: walking the floor, coaching in the moment, developing people while holding the standard. You’ve led a workforce that was high-performing, accountable, and engaged, and your people stayed.
You win through influence and empathy. "No" doesn't rattle you. You turn it into trust, and you've taught your teams to do the same. You care about the members on the line and the people on your floor, and it shows in retention metrics.
You’ve built at scale, with the numbers to prove it. 7+ years leading a high-volume floor, 3+ years owning the performance metrics of a telesales or high-conversion operation in a complex, high-objection environment (annuities, life insurance, mortgage insurance, or similar). You’ve walked into a live operation and made it measurably better. Your systems deliver. Incentive comp that agents trusted and leadership could defend, training programs that turned new hires into top performers, and QA that raised the floor for 50+ agents onsite.
You lead with integrity. You’ve run floors in regulated environments and treat compliance as non-negotiable. Medicare Advantage, Stars, HEDIS, or HRA experience is a strong plus.
You’re here in person. Onsite in Houston or willing to relocate. This is not a hybrid role.
Benefits
Financial Well-Being: Competitive base salary and equity opportunities. Performance-based bonus program, 401k matching, and regular compensation reviews.
Physical Well-Being: Comprehensive medical, dental, and vision coverage.
Mental Well-Being: Initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy. Remote-first culture that supports collaboration and flexibility.
Professional Development: Learning programs, mentorship, professional development funding, and regular performance feedback and reviews.
Additional Perks
Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities
Reimbursement for office setup expenses
Monthly cell phone & internet stipend
Paid parental leave for all new parents
Qualifications
You have 7+ years of experience leading a high-volume floor, 3+ years owning the performance metrics of a telesales or high-conversion operation in a complex, high-objection environment (annuities, life insurance, mortgage insurance, or similar).
You have a track record of building high-performing, accountable, and engaged teams.
You have a proven ability to audit and improve processes, and to design and implement effective training and recognition programs.
You have experience partnering with cross-functional teams to drive business results.
You have a strong understanding of regulatory requirements and compliance standards.
You have excellent interpersonal and communication skills, with the ability to build trust and rapport with team members and clients.
You have a passion for improving people's lives and a commitment to diversity and inclusion.
Skills
Leadership and team-building skills
Process improvement and optimization
Training and development
Regulatory compliance
Communication and interpersonal skills
Diversity and inclusion
Benefits
Financial Well-Being: Competitive base salary and equity opportunities. Performance-based bonus program, 401k matching, and regular compensation reviews.
Physical Well-Being: Comprehensive medical, dental, and vision coverage.
Mental Well-Being: Initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy. Remote-first culture that supports collaboration and flexibility.
Professional Development: Learning programs, mentorship, professional development funding, and regular performance feedback and reviews.
Pay
A reasonable estimate of the base salary range for this role is: $150,000 - $175,000 USD
Schedule
This is an onsite role in Houston, Texas. There is no option for remote work.