The Member Inclusion & Outreach Manager provides oversight and leadership to the Member Inclusion and Outreach Specialists and the Community Inclusion Planning Coordinators. Additionally, this position develops and strengthens relationships with community partners, such as non-profits, government organizations, public and social services, as well as collects and shares knowledge of available resources. The Member Inclusion & Outreach Manager also supports activities to elevate the member’s voice within the organization.
This position will require travel within the communities. We serve Mecklenburg, Wake, Durham, Cumberland and Johnson, Harnett, and surrounding areas. This position will also travel onsite for meetings and community events.
Responsibilities & Duties
Supervise and Develop Staff
Work with Human Resources and the Director of Community and Member Engagement to maintain and retain a highly qualified and well-trained workforce
Ensure staff are well trained in and comply with all organization and department policies, procedures, and business processes
Organize workflows and ensure staff understand their roles and responsibilities
Ensure the department has the needed tools and resources to achieve organizational goals and to support employees and ensure compliance with licensure, regulatory, and accreditation requirements
Actively establish and promote a positive, diverse, and inclusive working environment that builds trust
Ensure all staff are treated with respect and dignity
Ensure standards are transparent and applied consistently, impartially, and ethically over time and across all staff members
Work to resolve conflicts and disputes, ensuring that all participants are given a voice
Set goals for performance and deadlines in line with organization goals and vision
Effectively communicate feedback and provide ongoing coaching and mentoring to staff and support a learning environment to advance team skills and professional development
Cultivate and encourage efforts to expand cross-team collaboration and partnership
Collaboration
Establish and grow relationships with other internal departments to build strong teams and working groups
Develop lasting mutually beneficial relationships with key internal and external stakeholders
Allocate staff to support Cross Department Teams
Responsible for managing the use of staff from the Community Health and Well-Being Department to support care teams
Allocate individuals to the appropriate tasks and following up to ensure successful participation
Support Department staff on use of Care Management System (JIVA)
Be the Department lead on care management system
Provide training and supporting staff in their use of the system
Customer Focus
Facilitate the development of organizational processes to continually improve member experience
Facilitate improvements for maintaining member responsiveness
Listen authentically and respond to member experience and needs and update approaches based on feedback
Develop and Manage Department Projects
Oversee project planning and prepares with contingencies and is well positioned to take advantage of opportunities as they arises
Develop, implement, manage, and report out on pilots or required projects and initiatives
Monitors status of plans, optimizes resource utilization and handles situations which may result in modifying plans to meet established outcome
Analyze information and data to identify target areas in the community or stakeholder groups, strategizing with the wider Community Health and Well-Being team around specific, strategic actions
Plan, organize and complete specific community-focused projects and events that may be staffed by cross-functional Alliance teams
Oversee the internal inventory of departmental outreach materials
Follows through with commitments and takes responsibility for team outcomes
Communication & Reporting
Prepare and present and/or write reports that contain data and solid findings and recommendations related to community-based solutions and outcomes to executives and directors, and external stakeholder
Work closely with Communications Department to execute distribution of focused branding and messaging to members and community
Travel
Travel between Alliance offices, attending meetings on behalf of Alliance, and participating in Alliance sponsored events which may include outside of the Alliance Health catchment area
Travel to meet with members, providers, and stakeholders which may include outside of the Alliance Health Catchment area
Knowledge, Skills, & Abilities
Knowledge of System of Care Principles
Knowledge of Managed Care Principles
Extensive knowledge of Community Resources (public and private)
Microsoft Office Skills
Excellent Interpersonal Skills
Excellent Communication Skills
Ability to solve problems
Minimum Requirements
Bachelor’s degree in a Human Services field and four (4) years of post-degree experience in a community or governmental health related program, social work, or education, including one year of supervisory, consultative or administrative experience.
Special Requirement
Valid NC Drivers license
Salary Range
$86,800 - $110,670/ Annually
Exact compensation will be determined based on the candidate's education, experience, external market data and consideration of internal equity.
An excellent fringe benefit package accompanies the salary, which includes:
Medical, Dental, Vision, Life, Long Term Disability
Generous retirement savings plan
Flexible work schedules including hybrid/remote options
Paid time off including vacation, sick leave, holiday, management leave
