Manager - Outreach Engagement

Job Description The Member Outreach Manager leads the team responsible for member outreach, education, enrolment, and ongoing engagement in CareConnect health programs. The role drives consultation bookings and completion, supports member retention across follow-up cycles, and ensures a consistent member experience through effective team management, performance monitoring, and coordination with clinical and operational teams. Key Accountabilities: 1- Member Outreach, Education and Enrollment; Lead proactive member outreach to introduce CareConnect services and explain program benefits. Ensure eligible members receive timely contact and follow-up to support enrollment in appropriate programs. identify the member’s specific needs, goals, and pain points. Develop targeted outreach plans aligned with departmental objectives, using appropriate member segments, timing, and channels. 2- Team Leadership and Operational Management; Allocate team and individual targets and manage workloads and staffing coverage. Conduct regular coaching, performance reviews, and development discussions. Identify training needs and address performance gaps. Ensure team adherence to approved workflows and service standards. 3- Consultation Booking, Completion and Retention; Oversee initial and repeat consultation bookings; monitor completion and no-shows; manage reminders, cancellations, and rebooking, track members due for subsequent CCM cycles; support use of the app for future bookings. 4- Onboarding and Member Journey Coordination; Develop and oversee an efficient, comprehensive onboarding process tailored to member needs. Communicate the onboarding process and expected timelines to new members. Collaborate with cross-functional teams (e.g., RCM, Medical team, technical teams) to create a seamless onboarding experience. Coordinate with Care Navigators and ICS to support member follow-up, track pending services, and escalate unresolved issues. Ensure timely member updates and route medical queries to the clinical team. 5- Performance Monitoring and Reporting; Monitor and analyze team performance across calls, reachability, enrollment, bookings, consultation completion, retention, and quality. Maintain accurate dashboards and provide timely performance reports. Identify performance gaps, implement corrective actions, and report progress to the department lead 6- Quality, Continuous Improvement and Digital Enablement; Support the implementation of AI-powered engagement tools, including AI voice agents, automated follow-ups, and escalation to CE agents. Identify system enhancement requirements based on operational gaps and member needs, and coordinate with IT and relevant stakeholders. Participate in user acceptance testing (UAT), validate workflows, and coordinate team training and adoption. Monitor the impact of AI and system enhancements on productivity, conversion, consultation completion, and member experience. Monitor interaction quality, documentation accuracy, and compliance with approved processes and agreed SLAs. Review member feedback and implement improvements to scripts and workflows Skills Excellent verbal and written communication skills to explain complex concepts clearly Negotiation skills Excellent Analytical skills Presentation skills Medium Knowledge in using system and analysis program Team building and Coaching Education Bachelor's in Business administration, Engineering, or related fields Show more Show less