Member Engagement Manager

Role Overview

• Directly oversee the Member Engagement department, including Team Leads and member engagement staff.
• Provide ongoing coaching, mentorship, accountability, and performance management to staff.
• Conduct regular 1:1 meetings, productivity reviews, and performance evaluations.
• Assist with development of workflows, SOPs, outreach protocols, and department structure.
• Foster a positive, team-oriented culture focused on accountability, compassion, and growth.
• Address employee concerns, workflow barriers, and escalations professionally and promptly.
• Monitor outreach productivity, enrollment performance, and departmental metrics.
• Ensure staff maintain timely and accurate outreach efforts across phone, community, and field-based engagement.
• Assist with strategy development to improve successful member engagement and enrollment conversion rates.
• Oversee assignment distribution, caseload balancing, and lead management processes.
• Collaborate with ECM leadership to ensure smooth handoff between enrollment and care management teams.
• Support development and execution of community outreach initiatives, resource fairs, and partnership-building efforts.
• Ensure outreach documentation is completed accurately and in compliance with internal and health plan requirements.
• Monitor CRM systems, tracking tools, and workflow adherence.
• Identify trends, gaps, and opportunities for operational improvement.
• Support audit readiness and assist leadership with corrective action planning when needed.
• Ensure staff follow organizational standards regarding member communication, confidentiality, and professionalism.
• Partner with directors, executive leadership, and other departments to support organizational goals.
• Participate in leadership meetings, operational planning, and department growth initiatives.
• Assist in implementation of new programs, workflows, and strategic initiatives as the organization expands.
• Maintain strong professional relationships with community partners and health plan contacts when needed.

Requirements

• Minimum 3 years of healthcare, care coordination, outreach, case management, or related experience required.
• Minimum 2 years of managerial or supervisory experience required.
• Experience working within Medi-Cal, CalAIM, ECM, Community Supports, Behavioral Health, or managed care environments strongly preferred.
• Strong understanding of outreach operations, member engagement, and relationship-based care models.
• Excellent organizational, leadership, communication, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Comfortable reviewing productivity metrics and implementing performance improvement strategies.
• Proficient with CRM systems, Google Workspace, and operational tracking platforms.
• Experience with field outreach and community-based engagement preferred.

Benefits

• 160 Hours of Paid Time Off (PTO)
• 12 Paid Holidays per year (including your birthday and one floating holiday after 1 year of employment)
• 4 Paid Volunteer Hours per Month to support causes you care about
• Bereavement Leave (including Fur Baby Bereavement)
• 90% Employer-paid Employee-Only Medical Benefits
• Flexible Spending Account (FSA)
• Short-Term & Long-Term Disability | AD&D
• Employee Assistance Program (EAP)
• 401(k) with Company Match
• Monthly Stipend
• Opportunities for professional development and internal growth
• Employee Discounts via Great Work Perks and Perks at Work
• Quarterly In-Person Events