Member Engagement Manager

Pacific Health Group is seeking a proactive, operationally driven Member Engagement Manager to oversee and continue building our Member Engagement department. This role is responsible for managing day-to-day outreach operations, supporting staff development, ensuring productivity and quality standards are met, and driving enrollment growth across ECM and related programs. The Member Engagement Manager will directly oversee member engagement staff and engagement workflows while collaborating closely with ECM leadership, directors, and executive leadership. This position requires a strong balance of leadership, accountability, problem-solving, coaching, and operational strategy. The ideal candidate is highly organized, thrives in fast-paced environments, understands relationship-based healthcare outreach, and can effectively lead both office-based and field-based initiatives.

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; Assist with 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; Monitor outreach productivity, enrollment performance, and departmental metrics; Ensure staff maintain timely and accurate outreach efforts across phone, community, and field-based engagement; 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; Ensure outreach documentation is completed accurately and in compliance with internal and health plan requirements; Monitor CRM systems, tracking tools, and workflow adherence; Identify trends, gaps, and opportunities for operational improvement; Support audit readiness and assist leadership with corrective action planning when needed; Ensure staff follow organizational standards regarding member communication, confidentiality, and professionalism; Partner with directors, executive leadership, and other departments to support organizational goals; Participate in leadership meetings, operational planning, and department growth initiatives; Assist in implementation of new programs, workflows, and strategic initiatives as the organization expands; Maintain strong professional relationships with community partners and health plan contacts when needed

Requirements

Minimum 3 years of healthcare, care coordination, outreach, case management, or related experience required; Minimum 2 years of managerial or supervisory experience required; 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; Valid California Driver's License and active auto insurance meeting CA requirements; Reliable personal vehicle for daily work use; Successful completion of background check (including MVR); 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) until company laptop is received; 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

Nice to have

Experience working within Medi-Cal, CalAIM, ECM, Community Supports, Behavioral Health, or managed care environments strongly preferred; Experience with field outreach and community-based engagement preferred; 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

Benefits

160 Hours of Paid Time Off (PTO); 12 Paid Holidays per year (including your birthday and one floating holiday after 1 year of employment); 4 Paid Volunteer Hours per Month to support causes you care about; Bereavement Leave (including Fur Baby Bereavement); 90% Employer-paid Employee-Only Medical Benefits; Flexible Spending Account (FSA); Short-Term & Long-Term Disability | AD&D; Employee Assistance Program (EAP); 401(k) with Company Match; Monthly Stipend; Opportunities for professional development and internal growth; Employee Discounts via Great Work Perks and Perks at Work; Quarterly In-Person Events