Director of Member Engagement
Position Overview:
The Director of Member Engagement drives the development and implementation of member engagement strategies of Community Behavioral Health's Member Engagement department.
The Director will lead Program Managers and Team Leaders in developing, implementing, evaluating, and sustaining enrollment, engagement, and language access to enhance the overall member experience.
The Director is responsible for building and maintaining relationships with internal and external customers, identifying needs and priorities, and working with cross-functional teams to deliver effective, data-driven solutions that address members' needs in alignment with the organization's strategic goals and initiatives.
Core Expectations:
Community Behavioral Health (CBH) will hold each employee accountable for the following expectations which align with our mission, vision, and corporate code of conduct.
Perform key responsibilities as detailed in this job description in a dependable, responsible, and positive manner, consistent with all state and federal guidelines.
Serve as a role model by exemplifying professional behavior, language, skills, and attire in order to promptly and accurately serve the needs of stakeholders, members and their families.
Assure adherence to CBH policies and procedures so that all work is of the highest quality and delivered in the most culturally competent and cost effective manner.
Promote and manage diversity and acceptance within CBH and with all members and stakeholders by honoring and respecting their individuality, dignity and rights.
Offer suggestions and develop solutions to help promote effective and efficient work processes and innovative programs.
Actively participate in required meetings and complete all mandatory trainings.
Maintain high levels of advocacy and member confidentiality to ensure the success of CBH and our mission.
Assist in assuring both internal and external program integrity by being alert to and reporting suspected instances of provider and employee fraud, waste or abuse.
Essential Functions:
Lead the Member Engagement management team and oversee the development and implementation of member engagement strategies of Community Behavioral Health's Member Engagement department.
Develop and maintain strong relationships with members, community partners, and key decision-makers to gain a deep understanding of their needs and priorities.
Oversee and build out member engagement programming, including the Member Advisory Council.
Develop and implement member engagement strategies that drive member satisfaction and retention.
Collaborate with cross-functional teams to identify, develop, and deliver innovative solutions that address members' needs.
Oversee language access services, member enrollment, member documents, communication, and enrollment assistance programming as required by accreditation, program standards and regulations.
Maintain strong relationships with key stakeholders, including the Community Satisfaction Team.
Establish and monitor metrics to measure member satisfaction, engagement, and retention, and use this data to continuously improve the member experience.
Stay up-to-date on industry trends, best practices, and emerging technologies related to member engagement.
Serve as a direct proxy for the Senior Director in meetings, workgroups, and committees within the organization and with cross-system partners as directed by the Senior Director.
Build and maintain a strong team by promoting recruitment and retention of high-performing staff and active promotion of employee recognition strategies, training, and member engagement unit initiatives.
Liaise with other departments to ensure Member Engagement involvement in program expansion, implementation processes, and optimal workflows between departments.
Assist with the development of and compliance with the department budget.
Collaborate with the Member Services Management team in the review, evaluation, development, and implementation of programs relevant to Member Engagement operations.
Link to larger, system-wide transformation activities and workgroups.
Oversee the training of all new hires and the onboarding process in the Member Engagement Department.
Oversee departmental ongoing trainings/staff development and schedules for the department.
Troubleshoot, triage, and coordinate resolutions for technical issues hindering daily operations.
Oversee community events, member engagement, and special projects.
Assist with capacity assessments as needed.
Other duties as assigned by the Senior Director of Member Services.
Position Requirements:
Education:
Bachelor's degree required, Master's degree preferred.
Degree in social services, healthcare/business administration, human-centered design, or a related field preferred.
Relevant Work
Experience:
5
years of experience in a related field with at least 2 years of experience in a leadership role.
Experience in social services, behavioral health, and/or public health preferred.
Experience in project management, nonprofit management, and/or healthcare management preferred.
Experience in human-centered design preferred.
Skills:
Proven ability to lead cross-functional teams to deliver innovative solutions Strong analytical and strategic thinking skills, with the ability to analyze data and make data-driven decisions Able to support and provide assistance to multiple people at one time Strong proficiency with MS Office, specifically Word and Excel Strong verbal and written communication skills Strong customer service skills Ability to produce quality work in a fast-paced environment Strong organizational, prioritization and time management skills Excellent interpersonal and collaboration skills Ability to develop creative solutions to challenges Excellent time management and prioritization skills and ability to multi-task Compliant with HIPAA regulations Quick learner; familiarity with Call Center Operations and help desk support.
Core Competencies:
Teamwork and Collaboration:
Build and sustain relationships with co-workers and stakeholders and support efforts and deliverables.
Encourage unity and help remove barriers to productivity and success.
Respect:
Treat each other and our members and stakeholders with respect and sensitivity, recognizing the importance of diversity.
Member Centric:
Focus on the needs of our members by providing value-added services, promoting strong relationships and going beyond basic expectations to achieve the best possible outcomes.
Honesty and Integrity:
Be open and honest in all we do.
Maintain the highest level of integrity at all times.
Commitment to Service Excellence:
Challenge ourselves to be forward-thinking and committed to providing total member and stakeholder satisfaction, first-in-class service and high quality, innovative programs.
Compassion and Empathy:
Demonstrate a deep appreciation for another's situation and point of view.
Pay attention to emotional cues, listen effectively and show an exceptional level of caring about each person's perspectives and circumstances.
Problem Solving:
Build and implement logical solutions to resolving challenges/issues by using individual knowledge and experiencePI227645711 Recommended Skills Analytical Assessments Behavioral Medicine Business Administration Call Centers Communication Estimated Salary: $20 to $28 per hour based on qualifications.
The Director of Member Engagement drives the development and implementation of member engagement strategies of Community Behavioral Health's Member Engagement department.
The Director will lead Program Managers and Team Leaders in developing, implementing, evaluating, and sustaining enrollment, engagement, and language access to enhance the overall member experience.
The Director is responsible for building and maintaining relationships with internal and external customers, identifying needs and priorities, and working with cross-functional teams to deliver effective, data-driven solutions that address members' needs in alignment with the organization's strategic goals and initiatives.
Core Expectations:
Community Behavioral Health (CBH) will hold each employee accountable for the following expectations which align with our mission, vision, and corporate code of conduct.
Perform key responsibilities as detailed in this job description in a dependable, responsible, and positive manner, consistent with all state and federal guidelines.
Serve as a role model by exemplifying professional behavior, language, skills, and attire in order to promptly and accurately serve the needs of stakeholders, members and their families.
Assure adherence to CBH policies and procedures so that all work is of the highest quality and delivered in the most culturally competent and cost effective manner.
Promote and manage diversity and acceptance within CBH and with all members and stakeholders by honoring and respecting their individuality, dignity and rights.
Offer suggestions and develop solutions to help promote effective and efficient work processes and innovative programs.
Actively participate in required meetings and complete all mandatory trainings.
Maintain high levels of advocacy and member confidentiality to ensure the success of CBH and our mission.
Assist in assuring both internal and external program integrity by being alert to and reporting suspected instances of provider and employee fraud, waste or abuse.
Essential Functions:
Lead the Member Engagement management team and oversee the development and implementation of member engagement strategies of Community Behavioral Health's Member Engagement department.
Develop and maintain strong relationships with members, community partners, and key decision-makers to gain a deep understanding of their needs and priorities.
Oversee and build out member engagement programming, including the Member Advisory Council.
Develop and implement member engagement strategies that drive member satisfaction and retention.
Collaborate with cross-functional teams to identify, develop, and deliver innovative solutions that address members' needs.
Oversee language access services, member enrollment, member documents, communication, and enrollment assistance programming as required by accreditation, program standards and regulations.
Maintain strong relationships with key stakeholders, including the Community Satisfaction Team.
Establish and monitor metrics to measure member satisfaction, engagement, and retention, and use this data to continuously improve the member experience.
Stay up-to-date on industry trends, best practices, and emerging technologies related to member engagement.
Serve as a direct proxy for the Senior Director in meetings, workgroups, and committees within the organization and with cross-system partners as directed by the Senior Director.
Build and maintain a strong team by promoting recruitment and retention of high-performing staff and active promotion of employee recognition strategies, training, and member engagement unit initiatives.
Liaise with other departments to ensure Member Engagement involvement in program expansion, implementation processes, and optimal workflows between departments.
Assist with the development of and compliance with the department budget.
Collaborate with the Member Services Management team in the review, evaluation, development, and implementation of programs relevant to Member Engagement operations.
Link to larger, system-wide transformation activities and workgroups.
Oversee the training of all new hires and the onboarding process in the Member Engagement Department.
Oversee departmental ongoing trainings/staff development and schedules for the department.
Troubleshoot, triage, and coordinate resolutions for technical issues hindering daily operations.
Oversee community events, member engagement, and special projects.
Assist with capacity assessments as needed.
Other duties as assigned by the Senior Director of Member Services.
Position Requirements:
Education:
Bachelor's degree required, Master's degree preferred.
Degree in social services, healthcare/business administration, human-centered design, or a related field preferred.
Relevant Work
Experience:
5
years of experience in a related field with at least 2 years of experience in a leadership role.
Experience in social services, behavioral health, and/or public health preferred.
Experience in project management, nonprofit management, and/or healthcare management preferred.
Experience in human-centered design preferred.
Skills:
Proven ability to lead cross-functional teams to deliver innovative solutions Strong analytical and strategic thinking skills, with the ability to analyze data and make data-driven decisions Able to support and provide assistance to multiple people at one time Strong proficiency with MS Office, specifically Word and Excel Strong verbal and written communication skills Strong customer service skills Ability to produce quality work in a fast-paced environment Strong organizational, prioritization and time management skills Excellent interpersonal and collaboration skills Ability to develop creative solutions to challenges Excellent time management and prioritization skills and ability to multi-task Compliant with HIPAA regulations Quick learner; familiarity with Call Center Operations and help desk support.
Core Competencies:
Teamwork and Collaboration:
Build and sustain relationships with co-workers and stakeholders and support efforts and deliverables.
Encourage unity and help remove barriers to productivity and success.
Respect:
Treat each other and our members and stakeholders with respect and sensitivity, recognizing the importance of diversity.
Member Centric:
Focus on the needs of our members by providing value-added services, promoting strong relationships and going beyond basic expectations to achieve the best possible outcomes.
Honesty and Integrity:
Be open and honest in all we do.
Maintain the highest level of integrity at all times.
Commitment to Service Excellence:
Challenge ourselves to be forward-thinking and committed to providing total member and stakeholder satisfaction, first-in-class service and high quality, innovative programs.
Compassion and Empathy:
Demonstrate a deep appreciation for another's situation and point of view.
Pay attention to emotional cues, listen effectively and show an exceptional level of caring about each person's perspectives and circumstances.
Problem Solving:
Build and implement logical solutions to resolving challenges/issues by using individual knowledge and experiencePI227645711 Recommended Skills Analytical Assessments Behavioral Medicine Business Administration Call Centers Communication Estimated Salary: $20 to $28 per hour based on qualifications.
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