Member Engagement Supervisor

Competitive Compensation & Benefits Package!

• Annual incentive bonus plan
• Medical, dental, and vision insurance with low deductible/low cost health plan
• Generous vacation and sick time accrual
• 12 paid holidays
• State Retirement (pension plan)
• 401(k) Plan with employer match
• Company paid life and disability insurance
• Wellness Programs
• Public Service Loan Forgiveness Qualifying Employer

See attachment for additional details.

Serving Gastonia, Forest City, Cabarrus, Stanly, and Union locations;
Hybrid option available

Depending on Experience

Open Until Filled

The Member Engagement Supervisor is responsible for providing operational oversight and leadership to designated Member Engagement staff. This employee ensures accurate data management and reporting, oversees the day-to-day operations of the team and ensures strong communication and collaboration with Member Engagement teams, other departments within the company, stakeholders, network providers and others. This position requires analysis of data and a dynamic, proactive approach to quality enhancement in providing management of member education, outreach, resources and supports, and superior customer service and advocacy.

Driving is an essential function of this position.

• Ensures development of effective workflows and work processes to ensure strong management department operations including scheduling, documentation, education, training, tracking, project management etc.
• Facilitates team meetings and huddles
• Continuously reviews and evaluates work processes to ensure efficiency and effectiveness, revising processes as needed
• Ensures thorough and timely documentation of all processes
• Monitors team performance and workflow closely to ensure consistent and effective implementation
• Directly assists team members, as needed, in collaboration with individuals/families, providers and stakeholders
• Promotes internal and external customer satisfaction through ongoing collaboration and communication, refinement of approach/strategies as needed, and timely follow-up on any concerns/issues.
• Ensure ongoing educational efforts members, recipients and families
• Ensure implementation and management of member engagement programs, initiatives and events
• Promote self-advocacy, empowerment and improvement for Partners’ members and families
• Collaborate with Access to Care, Care Management, and other internal departments to address member needs
• Serve as a backup in assisting members in navigating the Partners system and provide guidance on accessing public healthcare/community resources
• Communicate Partners’ goals and increase knowledge of available member engagement activities
• Serve as a backup resource to members and families, and member stakeholder organizations regarding Partners and Partners’ services
• Contribute to development of member materials and direct outreach efforts as needed
• Report issues to the Director that require that level of attention

• Provides direct administrative supervision of direct reports
• Ensure strategic coaching/training/supervision to develop and maintain competency
• Monitors direct reports through regular observation/review of job performance and provides needed direction/guidance, including timely supervisory coaching, counseling and/or disciplinary action when needed
• Reviews/approves all requested expenditures (e.g. travel, training, purchases) of direct reports to ensure efficient use of resources
• Objectively and thoroughly completes employee performance reviews (probationary and annual) of direct reports by due date
• Ensures that ongoing training is provided of changes in state, agency, or departmental regulations, policies, procedures, and operational guidelines
• Team members on regular status meet all core performance standards, with appropriate and timely corrective action taken for any team member with below acceptable performance
• Timely communication (on same business day identified whenever possible, no later than next business day) with Director of any concerns and/or outliers to established practices, procedures of protocols.