Manager of New Member Engagement

Job Summary

 

The Manager, New Member Engagement goes beyond Medicine through accountability the local team responsible for building relationships and engaging our new members including locating, supporting with social services, educating on AbsoluteCare services, and enrolling into programs. The role is responsible for leading a team focused on establishing trust and building meaningful relationships with AbsoluteCare members and communities, meeting members where they are, including in the home, community, hospital, or office setting through telephonic and in-person outreach.  

 

The Manager, New Member Engagement will be accountable for ensuring the performance of the team including quality, productivity, and outcome Key Performance Indicators. This role will be accountable for monitoring the overall and individual performance of the team, track progress, build on success, and pinpoint areas for improvement. Additionally, this role will be accountable for team coaching, reviews and ongoing support for all center and community- based team members. 

 

Duties and Responsibilities

 

• Manage team to meet program key performance indicators including engagement and primary care enrollment.
• Work collaboratively across matrixed local and shared service teams to identify and drive opportunities for improvements.
• Manage teamwork assignments and queues to ensure team and individual performance outcomes.
• Provide daily support to team including one-on-one coaching, training, and ride-alongs
• As needed, contribute additional guidance, strategy, and operational expertise to facilitate the efficient function of your team. 
• Identify barriers to care, especially those that have, are currently, or may negatively impact engagement in care or healthcare goals and support continual development of tools and strategies for the team to be successful in removing member barriers to care.
• Instill and promote AbsoluteCare’s 5-star customer service philosophy in the medical center and in the community by promoting the AbsoluteCare WAY.

 

 

 

Minimum Qualifications

 

• Associate’s degree required; bachelor’s degree preferred.
• 3+ years' experience successfully managing a team to meet program key performance indicators required; community outreach teams or community health worker specific experience strongly preferred.
• 3+ years of experience working collaboratively across matrixed teams to identify and drive opportunities for improvements required.
• 6+ years of experience working with community agency providing services encompassing the basic competency areas of health care (community resources, communication skills, individual and family advocacy, health education, services skills, and responsibilities) required.
• Ability to travel locally at minimum 60% of the time. 
• Driver’s license and reliable personal vehicle required.
• Knowledge and trusting relationships within the local community, and experience and knowledge navigating community resources.  
• Experience in data and process improvement preferred,
• Experience and passion for working with and engaging vulnerable, hard to engage, complex populations.  
• Independent and persistent self-starter  
• Proficient in PC skills, such as Microsoft Office. 
• Previous experience in human services field, community outreach, and medical field preferred.
• Community Health Worker experience/certification desirable.
• Ability to work evening and weekend hours when needed.

 

Working conditions

 

This job operates in the community, in member’s homes, and in the AbsouteCare clinical center.  This role routinely uses general office equipment.  It is required that you have and can use your personal vehicle to conduct outreach including member home visits.   

 

Physical requirements

 

• Ability to communicate clearly and exchange accurate information constantly.
• Ability to remain stationary for long periods of time.
• Constantly operates computer, keyboard, copy a