Associate Director, Member Engagement and Outreach

Overview

Schedule: Monday - Friday, from 8am to 5pm
Compensation: The initial compensation for this position ranges from $91,083 to $112,020 per year; depending on experience, location, and internal equity considerations.
Benefits: We offer a robust benefits package which includes medical, dental, vision, and a 401K employer match up to 4%.
Job Summary: The Associate Director- Member Engagement and Outreach directs the entire operations of the agency's centralized call center, including implementing and reviewing policies and operating structure.

Responsibilities

• Devise ways to optimize procedures that employees are expected to follow during and between calls
• Responsible for actively managing incoming calls, call routing, agent availability, etc. to ensure low wait times and proper handling of calls
• Help create and maintain a positive department culture consistent with agency service principles
• Effectively manage remote staff whereby members have a coordinated and centralized experience of the agency regardless of location throughout the state
• Communicate routinely with health plans regarding member referrals
• Hold staff accountable to achieve high conversion rate from engagement to program enrollment
• Affiliate in developing and implementing future contact center vision and strategy
• Reviews trends for phone volume, staffing levels, and customer satisfaction to determine where process improvements may be made
• Continuously monitor call center dashboard and assign calls and agents as needed, maintain flow
• Review quality performance measurements and provide input to for coaching performance/action plans as applicable
• Ensures that all complaints are resolved in a timely manner

Qualifications

• Minimum 3 years in a healthcare or related field customer service center environment preferred
• 2 years' experience managing leaders/supervisors
• Bachelor- Business Management/Administration, Public Health, Mental Health, Health Administration or related field required
• Must pass Department of Justice (DOJ), Federal Bureau of Investigations (FBI), and Child Abuse Index Check (CAIC) background clearance
• Valid California Driver's license with two years experience driving and clean driving record may be required

Job Competencies

• Demonstrated ability to work in a fast-paced environment
• Excessive knowledge using online call center phone and tracking systems
• Strong listening skills, attention to detail, and decision-making skills
• Ability to prioritize and manage multiple responsibilities
• Pleasant, friendly attitude, with an ability to adapt to change
• Desire for personal/professional growth and development
• Superior problem-solving abilities

Physical Requirements

The work environment conditions as described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee may be required to use hands to handle or feel objects, tools or controls; reach with hands and arms; and taste or smell. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.