Outreach Engagement

Role overview

Member outreach and team leadership

• Introduce CareConnect services, explain program benefits, contact eligible members, and support enrollment in appropriate programs.
• Identify member needs, goals, and pain points; develop targeted plans using appropriate segments, timing, and channels.
• Allocate targets, workloads, and staffing coverage; coach the team, review performance, identify training needs, and address performance gaps.
• Ensure adherence to approved workflows and service standards.

Consultations and onboarding

• Oversee initial and repeat consultation bookings, completion, no-shows, reminders, cancellations, rebooking, and follow-up for subsequent CCM cycles.
• Develop an efficient onboarding process tailored to member needs and communicate expected timelines.
• Coordinate with RCM, medical and technical teams, Care Navigators, and ICS to support onboarding and follow-up.
• Track pending services, escalate unresolved issues, update members, and route medical queries to the clinical team.

Performance and improvement

• Monitor calls, reachability, enrollment, bookings, consultation completion, retention, and quality; maintain 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, and escalation to CE agents; coordinate system enhancements with IT and stakeholders.
• Participate in UAT, validate workflows, and coordinate team training and adoption.
• Monitor technology impact, interaction quality, documentation accuracy, and SLA compliance; use feedback to improve scripts and workflows.

Skills

• Excellent verbal and written communication to explain complex concepts clearly.
• Negotiation, analytical, and presentation skills.
• Knowledge of systems and analysis programs; team-building and coaching skills.

Education

• Bachelor's degree in Business Administration, Engineering, or a related field.