Associate Director, Member Engagement and Outreach

Overview Schedule: Monday - Friday, from 8am to 5pm. Compensation We Offer The initial compensation for this position ranges from $91,083 to $112,020 per year; depending on experience, location, and internal equity considerations. 8% License Differential for LMFT, LCSW, LPCC, PsyD and select Peer Certifications. 7.5% Bilingual Differential for qualified positions. Benefits We Offer Benefits Eligibility starts on day ONE. We provide a robust benefits package which includes medical, dental, vision. See our Benefits Page HERE. 401K Employer Match up to 4%. Competitive Time Off Plans. Must meet eligibility requirements based on employment status. Pay Range $91,083 - $112,020 Job Summary Enhanced Care Management (ECM) is a program within a far-reaching, multiyear plan to transform California's Medi‑Cal system, known as California Advancing and Innovating Medi‑Cal (CalAIM). Led by California's Department of Health Care Services, the goal of CalAIM is to help integrate Medi‑Cal more seamlessly with other social services and help improve outcomes for the millions of Californians covered by Medi‑Cal, especially those with the most complex needs. Customers enrolled in the ECM program receive comprehensive care management from a single System Navigator who coordinates all their health and health‑related care, including physical, mental, and dental care, and social services. ECM makes it easier for customers to get the right care at the right time in the right setting and receive comprehensive care that goes beyond the doctor’s office or hospital. Come join our team, partnering with managed care health plans, and change the landscape of Behavioral Health and integrated care in our state! The Associate Director – Member Engagement and Outreach directs the entire operations of the agency's centralized call center, including implementing and reviewing 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 AD-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 Administrative and Clinical Programmatic Responsibilities. Devise ways to optimize procedures that employees are expected to follow during and between calls. Responsible for actively managing incoming calls, call routing, agent availability, etc. to ensure low wait times and proper handling of calls. Help create and maintain a positive department culture consistent with agency service principles. Effectively manage remote staff whereby members have a coordinated and centralized experience of the agency regardless of location throughout the state. Communicate routinely with health plans regarding member referrals. Hold staff accountable to achieve high conversion rate from engagement to program enrollment. Assist in developing and implementing future contact center vision and strategy. Reviews trends for phone volume, staffing levels, and customer satisfaction to determine where process improvements may be made. Continuously monitor call center dashboard and assign calls and agents as needed, maintain flow. Review quality performance measurements and provide input to for coaching performance/action plans as applicable. Ensures that all complaints are resolved in a timely manner. 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 qualified individuals with disabilities to perform essential job functions. All employees are responsible for keeping job requirements up to date. This can include but is not limited to certifications, licensure, and maintaining a clear criminal record. Minimum 3 years in a healthcare or related field customer service center environment preferred. 2 years’ experience managing leaders/supervisors. Bachelor‑Business Management/Administration, Public Health, Mental Health, Health Administration or related field required. Must pass Department of Justice (DOJ), Federal Bureau of Investigations (FBI), and Child Abuse Index Check (CAIC) background clearance. Valid California Driver’s license with two years experience driving and clean driving record may be required. Job Competencies Demonstrated ability to work in a fast‑paced environment. Ability to communicate clearly and professionally, both verbally and in writing. Extensive knowledge using online call center phone and tracking systems. Strong listening skills, attention to detail, and decision‑making skills. Ability to prioritize and manage multiple responsibilities. Pleasant, friendly attitude, with an ability to adapt to change. Desire for personal/professional growth and development. Superior problem‑solving abilities. Physical Requirements The work environment conditions as described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to use hands to handle or feel objects, tools or controls; reach with hands and arms; and taste or smell. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Driving Required. May have unsupervised contact with children. Requires full background check and TB Exam. We are an Equal Opportunity Employer, which includes providing reasonable accommodations for individuals with a disability. 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. #J-18808-Ljbffr Pacific Clinics