Manager, Care Connections Outreach & Engagement

Molina Healthcare•Long Beach, CA

About The Position

Leads and manages teams that drive member outreach initiatives and ensure alignment with Care Connection goals. Oversees the execution of dialer strategies, manages team performance, and ensures high-quality member interactions. Contributes to overarching strategy to provide quality and cost-effective member care.

Requirements

At least 7 years administrative support experience in healthcare, or equivalent combination of relevant experience and education.
At least 1 year management/leadership experience required.
Strong analytical skills.
Ability to lead teams in a fast-paced, mission-driven environment.
Strong communication, problem-solving, and collaborative interpersonal skills.
Proficient in computer applications, including Word and Excel.
Experience documenting in an electronic medical record system.
Ability to manage multiple priorities and adapt to change.
Ability to adjust style as needed - working with diverse populations and various personalities and personal situations.
Responsive in all forms of communication - remains calm in high-pressure situations.
Bilingual (English and at least 1 additional language as required).
Knowledge of HIPAA compliance and professional documentation standards.

Nice To Haves

Healthcare administrative support leadership in roles such as Medical Office, Patient Services, Medical Receptionist Teams, Front Desk Coordinator Teams, or Medical Appointment Scheduling Teams.
Experience utilizing Epic for member registration, documentation, and provider scheduling.
Experience with SalesForce, QNXT, or CCA systems.
Experience managing auto dialer platforms and outbound member campaigns.
Experience with PowerBi.

Responsibilities

Develops and executes dialer strategies in coordination with the Senior Leadership Team (SLT) to meet outreach and engagement goals.
Generates and manages hand-dial lists based on business priorities, ensuring timely and accurate completion by outreach and engagement teams.
Ensure all team members adhere to departmental standards, call quality, and documentation requirements.
Monitors and manages team performance, ensuring all team members meet or exceed role-specific metrics.
Optimize scheduling capacity by reviewing team schedules and collaborating with Nurse Practitioner Leadership and the Scheduling Team.
Supports onboarding and training new team members.
Coordinates shift coverage to meet business needs across all hours of operation.
Handles escalation calls and personally schedules member visits for a minimum of 2 hours per week to stay connected to frontline operations.
Fosters positive relationships with coworkers, members, providers, and stakeholders.