Manager, Member Outreach

Manager, Member Outreach
Fully Remote

About SCAN
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. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.

The job
Enhance connectivity and engagement between SCAN members and their health plan benefits and programs by actively leading a team of senior and peer advocates. Foster a growth mindset in our outreach campaigns and day-to-day operations, ensuring seamless execution and continuous improvement.

You will
As the pivotal leader of the senior and peer advocates, the manager's role is multifaceted and encompasses a diverse set of responsibilities essential for ensuring a member-first culture, optimizing operations, and driving team performance:

1. Member-centricity: cultivate a member-first culture that prioritizes empathy, relationship-building, and consistent delivery of campaign objectives
2. Team leadership: lead and motivate senior & peer advocates to achieve campaign targets, providing guidance, support, and coaching to enhance individual and team performance
3. Campaign management: oversee outbound campaigns, including planning, execution, and monitoring of outreach activities to achieve campaign objectives, maximize results, and comply with operating parameters
4. Resource planning: manage staffing levels, schedule adherence, and workforce optimization to ensure efficient operations that meet business parameters
5. Performance management: set performance metrics and targets for teams, individuals, and supervisors, monitor performance and implement strategies to improve productivity, efficiency, and overall performance
6. Technology competency: proficiently utilize call center technology and analytics tools to enhance productivity, streamline processes, and improve overall efficiency
7. Leadership development: provide guidance, mentorship, and opportunities for skill enhancement to cultivate a high-performing and effective leadership team
8. Training: 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
9. Communication & collaboration: 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
10. Mission delivery: actively support the achievement of SCAN's Vision and Goals

Other duties as assigned.

Your qualifications
Preferred, but not required:
Required
* 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

Preferred
* 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)

What's in it for you?
* 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!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.
SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required. #LI-JR1