Associate Director, Member Engagement and Outreach

Who We Are 

Pacific Clinics is California's largest community-based nonprofit provider of behavioral and mental health services and support. Our team of more than 2,000 employees speak 22 languages and are dedicated to offering hope and unlocking the full potential of individuals and families through culturally responsive, trauma-informed, research-based services for individuals and families from birth to older adults. 

Who We Serve 

Pacific Clinics serves children, transitional-age youth, families, adults, and older adults. We offer a full range of mental and behavioral health services, foster care and social services, housing, continuing adult education, and early childhood education programs to Medi-Cal-eligible individuals and families throughout Alameda, Contra Costa, Fresno, Kings, Los Angeles, Madera, Orange, Placer, Riverside, Sacramento, San Bernardino, San Francisco, Santa Clara, Solano, Stanislaus, Stockton, Tulare and Ventura Counties.  

What We Offer 

• Pay Range Bay Area: $110,885-$127,530 - Pay Range Fresno: $77,052-$99,256 Pay Range LA: $91,354-$115,346 - Pay Range SB: $82,826-$104,572 - Pay Range Capital: $83,054-$97,594 annually. 
• Hybrid
• Compensation may vary based on skills, experience, education, and location. 
• We Offer Medical, Dental & Vision benefits, retirement options, Flex Spending, EAP, and more!   
• Employee engagement and advocacy opportunities to advance our justice, equity, diversity, and inclusion agenda across our Agency and throughout the communities we serve.  

JOB SUMMARY

The Associate Director- Member Engagement and Outreach directs the entire operations of the agency's centralized call center, including implements and reviews policies and operating structure. This position is responsible for Customer Relationship Management, monitors the interactions to ensure that the expectations of the customers (health plans, members) are met. Sets standards and guidelines for customer interactions. In addition, the AD- MEO manages a departmental sub-function (call center) within a broader departmental function (CalAIM services), analyzes operations of the call center, oversees any efficiency improvements, creates functional strategies and specific objectives for the call center sub-function and develops budgets/policies/procedures to support the functional infrastructure. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental CalAIM function.

RESPONSIBILITIES AND DUTIES

Administrative and Clinical 

Programmatic Responsibilities

1. Devise ways to optimize procedures that employees are expected to follow during and between calls.
2. Responsible for actively managing incoming calls, call routing, agent availability, etc. to ensure low wait times and proper handling of calls.
3. Help create and maintain a positive department culture consistent with agency service principles.
4. Effectively manage remote staff whereby members have a coordinated and centralized experience of the agency regardless of location throughout the state.
5. Communicate routinely with HealthPlans regarding member referrals.

Fiscal Responsibilities

1. Hold staff accountable to achieve high conversion rate from engagement to program enrollment.
2. Assist in developing and implementing future contact center vision and strategy.
3. Reviews trends for phone volume, staffing levels, and customer satisfaction to determine where process improvements may be made.
4. Continuously monitor call center dashboard and assign calls and agents as needed, maintain flow.
5. Review quality performance measurements and provide input to for coaching performance/action plans as applicable.
6. Ensures that all complaints are resolved in a timely manner.

OTHER DUTIES AND RESPONSIBILITIES

• Practice self-care, remain aware that others may be contending with stress, and treat other with grace.
• Performs other responsibilities, as assigned, to support specific department/business needs.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. All employees are responsible for keeping job requirements up to date. This can include but are not limited to certifications, licensure, and maintaining a clear criminal record.

MINIMUM EDUCATION AND/OR EXPERIENCE

• Bachelor- Business Management/Administration, Public H