Engagement Manager

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)