Engagement Manager

Why Work at AbsoluteCare?

At AbsoluteCare, we serve the most vulnerable individuals in America. These are our neighbors, people who are at higher risk for disease or who have multiple, complex, chronic illnesses. Often, they deal with an unequal healthcare system and wind up seeking basic care from emergency rooms. We take these patients out of those spaces and turn them into members: people who are entitled to some of the best, most focused care this country has to offer.

We call this “care beyond medicine.” We have turned the doctor’s office into a comprehensive care center. Here, we surround our members with a core care team of doctors, nurses, social workers, and medical assistants who have the time and skills to get to know our members’ needs. We make the most important services available to our members under one roof. This includes a pharmacy, X-rays, a blood lab, nutrition services, urgent care, and much more.

We don’t stop at our four walls. We engage members in the communities where we all live to find the people who need us most. Through these community care teams, we remove the barriers to healthcare that so many people face daily. And it works.

Our unique care is guided by our core values of accountability, caring, trust, and teamwork. We call it ACT2.

Job Summary

The Engagement Manager role oversees several critical programs that are designed around engaging our membership with our care teams and services to achieve improved healthcare outcomes, and reduced cost. This important role will be instrumental in creating and leading a team culture focused on our mission and the members we serve. The teams under the Engagement Manager will focus on finding members, new member engagement and ongoing member engagement and relationship building, connecting members to services and identify and addressing social service needs and barriers to care. The Engagement Manager will be responsible for overseeing the following teams: New Member Engagement, Social Determinants of Health, Community Health Worker, Member Relations and Resource Specialist. Each team has its own Key Performance Indicators, and the Engagement Manager will be responsible for ensuring that each department is achieving its goals.

Duties and Responsibilities:

• Responsible for team management including hiring, promoting, retaining, and disciplinary action for engagement team, utilizing AbsoluteCare’s values as guidelines in a matrixed, cross-functional organization.
• Provide excellent critical reasoning, decision-making, and problem-solving skills to analyze situations, determine risks, and find solutions to prevent future issues and recurring defects for team
• Ownership for individual level performance management through tracking and reporting of key performance indicators, quality measures, observation, one-on-one coaching and feedback and corrective action plans where needed.

• Leverage data, key performance indicators, quality metrics and reporting to track leading and outcome performance indicators and ensure all teams are achieving expectations; identify and drive actions to address gaps in performance.
• Collaborate with shared services leadership to understand program(s) process, technology, expectations, and implement consistently across engagement teams within market.
• Reinforce shared services training of new processes, expectations, metrics, technology, etc., ensuring consistency and compliance of team.
• Identify opportunities for team, process and technology improvements and leverage critical reasoning, decision-making, and problem-solving skills to resolve.

• Work collaboratively across market and shared services leaders to drive outcomes, identify challenges, improve processes and create a culture of teamwork.
• Manage and delegate team assignments and work queues and ensure that each team achieves respective outcomes.
• Lead weekly team meetings to align around priorities, key performance indicators and goals.

• Meet with General Manager at least bi-weekly regarding progress and barriers to success of operations, key performance indicators, progress toward goals and team engagement.
• Administer any staff bonus programs tied to enrollment.
• Ensure teams are properly documenting and reporting in appropriate technology system(s).

Minimum Qualifications

• 5 years previous management experience required, leading teams across multiple functions or processes preferred.
• Bachelor’s degree required
• 3 years of experience required working within community agencies or healthcare field.
• Proven experience of accountability for a team achieving key performance indicators
• Previous experience using electronic medical records and/or clinical management platforms
• Excellent computer skills including knowledge of Microsoft Word, PowerPoint, Excel, and different databases.
• Excellent organizational skills, ability to multi-task, self-motivated and able to work in a fast-paced environment.
• Passionate about serving the under-served.
• Must have own transportation.

Working conditions

This job operates in the community and within a professional office environment. This role requires reliable personal transportation to travel to member homes, community settings, and the AbsoluteCare office; routinely uses general office equipment.

Physical requirements

• Ability to communicate clearly and exchange accurate information constantly.
• Ability to travel, drive, walk within the community where members live daily.
• Ability to remain stationary for long periods of time.
• Constantly operates computer, keyboard, copy and fax machine, phone and other general office equipment.
• Operates a personal motor vehicle.

• Ability to occasionally move objects up to 20 lbs.

Direct reports

Community Health Worker, Social Determinants of Health Coordinator, Resource Specialist, Member Relations Coordinator and New Member Engagement teams. Lead or Supervisor titles (if applicable)