Manager - Outreach Engagement

Role overview

Member outreach and enrollment

• Introduce CareConnect services and explain program benefits through proactive member outreach.
• Ensure eligible members receive timely contact and follow-up to support enrollment in suitable programs.
• Identify member needs, goals, and pain points; develop targeted outreach plans using appropriate segments, timing, and channels.

Team and consultation operations

• Set team and individual targets, manage workloads and staffing coverage, and conduct coaching, performance reviews, and development discussions.
• Identify training needs, address performance gaps, and ensure adherence to approved workflows and service standards.
• Oversee initial and repeat consultation bookings, completion, no-shows, reminders, cancellations, rebooking, future bookings, and follow-up across CCM cycles.

Onboarding and member coordination

• Develop and oversee onboarding tailored to member needs and communicate the process and expected timelines.
• Coordinate with RCM, medical, technical, Care Navigator, and ICS teams to support onboarding, follow-up, pending services, and escalation of unresolved issues.
• Provide timely member updates and route medical queries to the clinical team.

Monitoring and digital enablement

• Monitor calls, reachability, enrollment, bookings, consultation completion, retention, and quality; maintain accurate dashboards and provide timely reports.
• Identify performance gaps, implement corrective actions, and report progress to the department lead.
• Support AI voice agents, automated follow-ups, escalation to CE agents, system enhancements, user acceptance testing, and team training and adoption.
• Monitor effects on productivity, conversion, consultation completion, and member experience; check interaction quality, documentation, process compliance, and agreed SLAs.
• Review member feedback and improve scripts and workflows.

Skills

• Excellent verbal and written communication to explain complex concepts clearly; negotiation and presentation skills.
• Analytical skills, medium-level knowledge of systems and analysis programs, team-building, and coaching.

Education

• Bachelor's degree in business administration, engineering, or a related field.