Member Engagement Manager

Essential Duties & Responsibilities

• 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
• Aid in the 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
• Maintain oversight of outreach productivity, enrollment performance, and departmental metrics
• 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

Qualifications

• 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

Preferred Traits

• Strong leadership presence with the ability to motivate and develop teams
• Solutions-oriented mindset with strong operational awareness
• Comfortable balancing accountability with supportive coaching
• Adaptable and able to help build structure within a growing organization
• Passionate about serving vulnerable populations through whole-person care approaches

Physical & Travel Requirements

• Ability to work both remotely and in community settings as needed
• Occasional local travel for outreach events, trainings, or operational support may be required
• Reliable transportation required
• Valid California Driver's License and active auto insurance meeting CA requirements
• Must be able to travel up to 60-70% within the county to conduct in person visits
• Must successfully complete a Testlify skills assessment
• Must have a reliable working laptop for the first 21 days of employment (personal equipment stipend)
• Must have effective Time Management skills
• Must have internet speed of - 300+ mbps download and 25+mbps upload
• Must be proficient in technology, including documentation systems, case management platforms, and communication tools
• Must be willing to work occasional evenings and weekends as needed