Manager Member Engagement
Manager Member Engagement
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Job Description
Job Number:2385
Position Title:Manager Member Engagement
External Description:
Manager Member Engagement
Position Summary:
This management position will oversee our outreach teams that are dedicated to proactive member engagement. The Manager Member Engagement is at the helm of our outbound contact center strategy and operations. As you drive process improvement and team performance we will build an exceptional serviceoriented culture that anticipates our members needs.
Essential Duties and Responsibilities:
Essential duties and responsibilities of the Manager Member Engagement include but are not limited to:
- Partner with executive leadership to determine and understand contact center operational strategy by conducting needs assessments performance reviews capacity planning workforce management and cost/benefit analysis
- Conduct candidate interviews make hiring decisions and oversee successful new employee onboarding
- Monitor the activities and productivity of all staff in office and remote (work from home) locations; ensure quality assurance; deliver related reporting to executive leadership as required
- Evaluate the performance of direct reports and provide coaching counsel performance improvement plans etc. in regular performance review meetings
- Champion team engagement and create a culture of service excellence positivity and teamwork
- Create implement and test new workflows and processes
- Coordinate work activities with other leadership and departments to streamline the member experience and identify efficiencies for the business
- Serve as a team representative in meetings and audits as required
- Lead by example: demonstrate reliability and accountability in attendance and the quality of your work product; ensure a culture of professionalism and discipline
- Other assignment and projects as assigned
Minimum Requirements
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 individuals with disabilities to perform the essential functions.
- Minimum Experience: five 5 years of Call Center experience including at least three 3 years in a management capacity in a compliancedriven industry; previous health plan and/or Medicare Advantage experience preferred
- Education and/or Experience: Bachelors degree or equivalent experience
- Certificates Licenses Registrations: None required
- Other Qualifications preferred but not required:
- Proven track record to monitor and motivate employees; experience that includes oversight of remote workforce and/or vendor a plus
- Demonstrated success with implementation and/or management of applications including workforce management CRM campaign manager EMR PM etc.
- Excellent communication skills both written and verbal; bilingual English/Spanish preferred
- Strong interpersonal skills and a collaborative management style
- Attention to detail with sound critical thinking and follow up skills
- Ability to manage multiple priorities simultaneously with timelines and short turnaround times
- Advanced computer skills (Outlook Excel PowerPoint Word) required
- Genuine passion and goals for careerlevel customer service
City:Orange
State:California
Location City:Orange
Schedule:Full Time
Location State:California
Community / Marketing Title:Manager Member Engagement
Company Profile:
Alignment Healthcare was founded with a mission to revolutionize health care with a serving heart culture. Through its unique integrated care delivery models deep physician partnerships and use of proprietary technologies Alignment is committed to transforming health care one person at a time.
By becoming a part of the Alignment Healthcare team you will provide members with the quality of care they truly need and deserve. We believe that great work comes from people who are inspired to be their best. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fastgrowing company you will find ample room for growth and innovation alongside the Alignment community.
EEO Employer Verbiage:
On August 17 2021 Alignment implemented a policy requiring all new hires to receive the COVID19 vaccine. Proof of vaccination will be required as a condition of employment subject to applicable laws concerning exemptions/accommodations. This policy is part of Alignments ongoing efforts to ensure the safety and wellbeing of our staff and community and to support public health efforts. Alignment Healthcare LLC is proud to practice Equal Employment Opportunity and Affirmative Action. We are looking for diversity in qualified candidates for employment: Minority/Female/Disable/Protected Veteran. If you require any reasonable accommodation under the Americans with Disabilities Act (ADA) in completing the online application interviewing completing any preemployment testing or otherwise participating in the employee selection process please contact
Required Experience:
Manager
Employment Type
Full Time
