Director of Member Experience

About TRIARQ Health

TRIARQ Health is a trusted partner to independent medical practices, enabling their independence and success in a value-driven healthcare ecosystem. We align with payers and enable practices with advanced technology, actionable insights, and tailored support that reduce administrative burdens, simplify operations, and drive sustainable growth—making specialists more attractive to members and referring providers.

We improve outcomes and affordability by proactively guiding members into evidence-based, conservative care pathways, ensuring they connect with high-value providers, and enabling a coordinated care journey that balances quality, cost, and patient satisfaction.

Role Overview

The Director of Member Experience leads TRIARQ’s consumer-facing engagement strategy, ensuring every member feels supported, empowered, and guided throughout their care journey. This role balances strategic leadership with hands-on execution by overseeing the design, implementation, and continuous improvement of outreach and engagement initiatives.

Working collaboratively with Care Management, Provider Engagement, and Analytics, this role ensures members receive clear communication, timely support, and proactive guidance that improves satisfaction and strengthens affordability outcomes. The Director will implement multimodal engagement strategies—digital, AI-enabled, and live interactions—that enhance trust, adherence, and the overall member experience.

Key Responsibilities

Program Design & Leadership

• Build and scale member engagement programs across MSK, Urology, and other high-value specialties.
• Develop member journey maps that integrate clinical, financial, and emotional support touchpoints.
• Collaborate with Care Management, Provider Engagement, and Program Management teams to align strategies and ensure seamless member experiences.
• Translate affordability and quality objectives into member-centered communications and outreach.

Operational Oversight & Execution

• Lead day-to-day operations of member outreach, including staffing, workflows, and campaign execution.
• Design and execute multimodal campaigns (HubSpot, SMS, email, AI-enabled call center outreach, co-branded provider messaging).
• Oversee scripting, messaging, and digital tools to ensure communications are empathetic, consistent, and aligned with affordability goals.

Member Engagement & Navigation

• Implement proactive outreach at diagnosis and key care transitions to improve confidence and adherence.
• Collect and integrate member feedback, NPS, and CSAT into continuous improvement cycles.
• Optimize cadence, channels, and messaging based on adoption, feedback, and affordability impact.

Collaboration with Providers & Care Teams

• Partner with Care Management and providers to ensure engagement supports clinical pathways and closed-loop referral management.
• Provide feedback loops to strengthen provider accountability and reinforce member satisfaction.
• Support co-marketing initiatives with providers to drive trust and pathway adherence.

Analytics & Reporting

• Use population stratification to target members by acuity and specialty.
• Track member engagement, satisfaction, affordability outcomes, and referral adherence.
• Provide regular reporting to payers and internal leadership, ensuring transparency and accountability.

Qualifications

• Progressive experience in member engagement, population health, or consumer strategy within healthcare.
• Mission-driven orientation with a focus on patient-centered care and affordability.
• Proven leadership of cross-functional teams (navigators, coordinators, campaign managers).
• Demonstrated experience executing multimodal campaigns for consumer engagement.
• Knowledge of value-based arrangements and payer-provider alignment.
• Strong data-driven mindset with expertise in journey mapping and experience reporting.
• Excellent communication and collaboration skills with providers, payers, and members.
• Forward-thinking approach in the use of data and technology to enhance engagement.

Why Join TRIARQ?

At TRIARQ, you will help transform specialty care by making healthcare more affordable, member-centered, and provider-aligned. Specialty utilization and spend represent nearly 50% of total healthcare costs, and we are focused on building a new care delivery model that aligns payers and providers to create better outcomes.

This role is a unique opportunity to shape the member journey—ensuring patients feel supported, providers remain engaged, and payers achieve measurable affordability gains. You’ll be at the center of TRIARQ’s mission: proving that affordability and quality can go hand in hand while creating a more compassionate and empowering experience for members.