Manager, Member Outreach

SCAN Health Plan • Long Beach, CA

245d • $64,000 - $102,400 • Remote

About The Position

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation's leading not-for-profit Medicare Advantage plans, serving more than 270,000 members in California, Arizona, and Nevada. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided with in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts.

Requirements

• 7+ years of management experience.
• 5+ years experience serving the health needs for older adults.
• 7+ years experience in workforce staffing.
• 7+ years experience serving internal or external business customers.

Nice To Haves

• Familiarity with Genesys PureCloud or other campaign management software.
• Experience in contact center operations.
• Experience in both outbound calling and digital campaign initiatives.
• Experience leading a multigenerational workforce.
• Knowledge of health plan products & processes and CMS compliance.
• Ability to learn new technologies and troubleshoot technical issues.
• Strong organizational & problem-solving skills and the ability to multi-task.
• Strong skills in MS Office (particularly in Excel & PowerPoint).
• Ability to perform work with high accuracy and attention to detail.
• Strong communications skills (both written and oral).

Responsibilities

• Cultivate a member-first culture that prioritizes empathy, relationship-building, and consistent delivery of campaign objectives.
• Lead and motivate senior & peer advocates to achieve campaign targets, providing guidance, support, and coaching to enhance individual and team performance.
• Oversee outbound campaigns, including planning, execution, and monitoring of outreach activities to achieve campaign objectives, maximize results, and comply with operating parameters.
• Manage staffing levels, schedule adherence, and workforce optimization to ensure efficient operations that meet business parameters.
• Set performance metrics and targets for teams, individuals, and supervisors, monitor performance and implement strategies to improve productivity, efficiency, and overall performance.
• Proficiently utilize call center technology and analytics tools to enhance productivity, streamline processes, and improve overall efficiency.
• Provide guidance, mentorship, and opportunities for skill enhancement to cultivate a high-performing and effective leadership team.
• Oversee training programs for senior and peer advocates, ensuring that team members are equipped with the necessary skills and knowledge to perform outreach campaigns and meet success measures.
• Facilitate clear communication channels within the team and collaborate with other departments to address cross-functional issues, share insights, and contribute to the overall success of the organization.
• Actively support the achievement of SCAN's Vision and Goals.

Benefits

• Base Pay Range: $64,000.00 to $102,400.00 annually.
• Work Mode: Mostly Remote.
• An annual employee bonus program.
• Robust Wellness Program.
• Generous paid-time-off (PTO)- 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days.
• Excellent 401(k) Retirement Saving Plan with employer match.
• Robust employee recognition program.
• Tuition reimbursement.
• An opportunity to become part of a team that makes a difference to our members and our community every day!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Ambulatory Health Care Services