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Program Manager, Member Engagement

1 month ago

San Francisco, United States Pacific Clinics Full time
Who We Are

Pacific Clinics is California's largest community-based nonprofit provider of behavioral and mental health services and support. Our team of more than 2,000 employees speak 22 languages and are dedicated to offering hope and unlocking the full potential of individuals and families through culturally responsive, trauma-informed, research-based services for individuals and families from birth to older adults.

Who We Serve

Pacific Clinics serves children, transitional-age youth, families, adults, and older adults. We offer a full range of mental and behavioral health services, foster care and social services, housing, continuing adult education and early childhood education programs to Medi-Cal-eligible individuals and families throughout Alameda, Contra Costa, Fresno, Kings, Los Angeles, Madera, Orange, Placer, Riverside, Sacramento, San Bernardino, San Francisco, Santa Clara, Solano, Stanislaus, Stockton, Tulare and Ventura Counties.

What We Offer
  • The compensation for this position can be up to $89,196.77 - $109,830.83 annually. Compensation will vary based on qualifications, skills, experience, and geographic location. The salary range may also vary if you reside in a different location than the location posted.
  • We Offer Medical, Dental & Vision benefits, retirement options, Flex Spending, EAP, and more
  • Employee engagement and advocacy opportunities to advance our justice, equity, diversity, and inclusion agenda across our Agency and throughout the communities we serve.
Benefits We Offer
  • Benefits eligibility starts on day ONE
  • We Offer Comprehensive Medical, Dental & Vision benefits, Voluntary Life Insurance, Flex Spending, Health Savings Account, EAP, and more
  • Employer Paid Long-Term Disability & Basic Life Insurance
  • 401K Employer Match up to 3.5%
  • Competitive Time Off Plans (may vary by employment status)
  • Employee engagement and advocacy opportunities to advance our justice, equity, diversity, and inclusion agenda across our Agency and throughout the communities we serve.

JOB SUMMARY

The Program Manager- Member Engagement and Outreach manages the entire operations of the agency's centralized call center, including implements and reviews policies and operating structure. This position is responsible for Customer Relationship Management, monitors the interactions to ensure that the expectations of the customers (health plans, members) are met. Sets standards and guidelines for customer interactions. In addition, the PM- MEO manages a departmental sub-function (call center) within a broader departmental function (CalAIM services), analyzes operations of the call center, oversees any efficiency improvements, creates functional strategies and specific objectives for the call center sub-function and develops budgets/policies/procedures to support the functional infrastructure. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental CalAIM function.

RESPONSIBILITIES AND DUTIES

Programmatic Responsibilities

1. Devise ways to optimize procedures that employees are expected to follow during and between calls.

2. Responsible for actively managing incoming calls, call routing, agent availability, etc. to ensure low wait times and proper handling of calls.

3. Help create and maintain a positive department culture consistent with agency service principles

4. Effectively manage remote staff whereby members have a coordinated and centralized experience of the agency regardless of location throughout the state.

5. Communicate routinely with health plans regarding member referrals.

Fiscal Responsibilities

1. Hold staff accountable to achieve high conversion rate from engagement to program enrollment

2. Assist in developing and implementing future contact center vision and strategy.

3. Reviews trends for phone volume, staffing levels, and customer satisfaction to determine where process improvements may be made.

4. Continuously monitor call center dashboard and assign calls and agents as needed, maintain flow.

5. Review quality performance measurements and provide input to for coaching performance/action plans as applicable.

6. Ensures that all complaints are resolved in a timely manner.

OTHER RESPONSIBILITIES AND DUTIES

1. Practice self-care, remain aware that others may be contending with stress, and treat other with grace.

2. Performs other responsibilities, as assigned, to support specific department/business needs.

JOB SPECIFIC COMPETENCIES

• CQI/QA Projects

• Clinical Leadership

• Encouraging Customer Focus

• Leads Team Performance

• Operational Acumen

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

MINIMUM EDUCATION AND/OR EXPERIENCE

• Minimum 2 years in a healthcare or related field, customer service center environment preferred

• 2 years' experience managing leaders/supervisors preferred

• Equivalent education and experience will be considered

• Bachelor- Business Management/Administration, Public Health, Mental Health, Health Administration or related field preferred

• Experience in Social Determinants of Health- e.g., housing- preferred

• Knowledgeable about integrated or whole person care preferred.

Equal Opportunity Employer

We will consider for employment qualified Applicants with Criminal Histories in a manner consistent with ordinance 184652 Sec.189.04 (a) and San Francisco Police Code, Article 49. Section 4905.