Supervisor - Outreach and Engagement

Supervisor - Outreach and Engagement

Department: Quality - Clinical Operations

Employment Type: Full Time

Location: 568 W. Garvey Ave, Monterey Park, CA 91754

Reporting To: Christine Hwang

Compensation: $65,000 - $75,000 / year

About the Role

The Supervisor, Member Engagement leads a remote outreach team within the Quality Contact Center to deliver meaningful, culturally competent member interactions that drive quality outcomes. This role oversees multilingual and multimodal outreach to members, providers, and healthcare teams to close prioritized clinical gaps and support quality initiatives.

This leader partners cross-functionally to execute unified outreach campaigns, ensure operational excellence, maintain regulatory compliance, and foster a positive, high‑performing team environment.

• Lead and manage a remote team conducting outreach to address prioritized clinical gaps.
• Oversee daily workflows, call queues, and performance metrics to ensure productivity and service levels.
• Manage multi-modal outreach campaigns (phone, email, SMS) and support unified engagement strategies.
• Conduct quality reviews, provide coaching, and maintain onboarding and ongoing training programs.
• Support workflow design and process improvements to enhance operational efficiency.
• Handle escalations, difficult cases, and member concerns with professionalism and resolution focus.
• Step in to perform outreach activities, including live calls, as needed.
• Ensure accurate documentation across multiple systems while maintaining HIPAA compliance.
• Support hiring, onboarding, staff development, and performance management initiatives.
• Lead or participate in special projects and cross-functional initiatives as assigned.
• Miscellaneous tasks as assigned by leadership

• Bachelor’s Degree in Business Administration, Healthcare Administration, or related field preferred.
• Minimum five (5) years of healthcare experience, including at least one (1) year in a lead or supervisory role.
• Experience with electronic medical records (EMR) and/or practice management systems preferred.
• Customer service and/or call center experience strongly preferred.
• Intermediate proficiency in Microsoft Office (Outlook, Word, Excel).
• Bilingual skills preferred:
  Chinese (Mandarin and/or Cantonese) and/or Spanish.
• Strong leadership, coaching, and team development skills.
• Excellent verbal and written communication skills.
• Detail-oriented with ability to manage multiple systems and priorities simultaneously.

• Our organization follows a hybrid work structure where the expectation is to work both in office and at home on a weekly basis. The office is located at 568 W. Garvey Ave, Monterey Park, CA 91754
• The national target pay range for this role is $65,000 - 75,000. Actual compensation will be determined based on geographic location (current or future), experience, and other job-related factors.