Member Engagement Supervisor

Partners Behavioral Health Management•Kannapolis, NC

2d•Hybrid

About The Position

The Member Engagement Supervisor is responsible for providing operational oversight and leadership to designated Member Engagement staff. This employee ensures accurate data management and reporting, oversees the day-to-day operations of the team and ensures strong communication and collaboration with Member Engagement teams, other departments within the company, stakeholders, network providers and others. This position requires analysis of data and a dynamic, proactive approach to quality enhancement in providing management of member education, outreach, resources and supports, and superior customer service and advocacy. Driving is an essential function of this position.

Requirements

Employee must have a thorough understanding of North Carolina’s current public behavioral and I/DD health care system and Medicaid Transformation
Employee has a demonstrated care and commitment to the specialty populations we serve
Knowledge and ability to gather/analyze data for program evaluation and planning purposes
Ability to establish and maintain a positive, productive and high performing work environment
Ability to demonstrate a strong commitment to value-added customer service to external and internal customers
Ability to coordinate, train and oversee duties of others to ensure high quality services
Ability to establish and maintain favorable working relationships with team members, members, families, stakeholders, and Partners teams.
Must understand and utilize person-first language and a person-first perspective
Possess exceptional interpersonal skills, highly effective communication ability, and the propensity to make prompt decisions and resolve issues
Demonstrate effective oral and written communication
Proactive customer service, problem solving and conflict resolution skills
Strong time and project management skills
Excellent computer skills; Proficiency with Word, Excel, PowerPoint
Natural problem solver with a bias to action
Experience with advocacy and empowerment of members
Associates Degree in a Human Services field, five (5) years of post-degree professional experience in I/DD or MH/SU.
Must have ability to travel regularly as needed to perform job duties.
Must live in NC or within 40 miles of NC border.

Nice To Haves

Bachelor’s Degree in Human Services, Healthcare, or Business field with experience working with individuals with co-occurring physical health and/or behavioral health needs preferred and two (2) years of supervisory experience.

Responsibilities

Ensures development of effective workflows and work processes to ensure strong management department operations including scheduling, documentation, education, training, tracking, project management etc.
Facilitates team meetings and huddles
Continuously reviews and evaluates work processes to ensure efficiency and effectiveness, revising processes as needed
Ensures thorough and timely documentation of all processes
Monitors team performance and workflow closely to ensure consistent and effective implementation
Directly assists team members, as needed, in collaboration with individuals/families, providers and stakeholders
Promotes internal and external customer satisfaction through ongoing collaboration and communication, refinement of approach/strategies as needed, and timely follow-up on any concerns/issues.
Ensure ongoing educational efforts members, recipients and families
Ensure implementation and management of member engagement programs, initiatives and events
Promote self-advocacy, empowerment and improvement for Partners’ members and families
Collaborate with Access to Care, Care Management, and other internal departments to address member needs
Serve as a backup in assisting members in navigating the Partners system and provide guidance on accessing public healthcare/community resources
Communicate Partners’ goals and increase knowledge of available member engagement activities
Serve as a backup resource to members and families, and member stakeholder organizations regarding Partners and Partners’ services
Contribute to development of member materials and direct outreach efforts as needed
Report issues to the Director that require that level of attention
Provides direct administrative supervision of direct reports
Ensure strategic coaching/training/supervision to develop and maintain competency
Monitors direct reports through regular observation/review of job performance and provides needed direction/guidance, including timely supervisory coaching, counseling and/or disciplinary action when needed
Reviews/approves all requested expenditures (e.g.travel, training, purchases) of direct reports to ensure efficient use of resources
Objectively and thoroughly completes employee performance reviews (probationary and annual) of direct reports by due date
Ensures that ongoing training is provided of changes in state, agency, or departmental regulations, policies, procedures, and operational guidelines
Team members on regular status meet all core performance standards, with appropriate and timely corrective action taken for any team member with below acceptable performance
Timely communication (on same business day identified whenever possible, no later than next business day) with Director of any concerns and/or outliers to established practices, procedures of protocols.