Member Engagement Specialist Supervisor

Member Engagement Specialist Supervisor

Location:

Remote (must be located in Cleveland/Akron, Ohio)

Tuesday Health is a value-based palliative care provider group dedicated to transforming serious illness and end-of-life care. We deliver goal-centered care focused on alleviating physical symptoms and emotional stress for individuals and their caregivers. Our interdisciplinary care teams reduce avoidable hospitalizations and improve quality of life wherever individuals call home. Through our leading-edge care model, Tuesday Health is shaping the future of community-based palliative care nationwide.

The Engagement Supervisor is responsible for the day-to-day leadership, performance management, and operational oversight of the Member Engagement team. This role directly supervises the Member Engagement Lead and Member Engagement Specialists (MES), ensuring team members effectively engage eligible members, achieve enrollment goals, maintain high-quality member interactions, and comply with organizational and health plan requirements.

Key responsibilities of this role may include:

• Team Leadership & Staff Development
• Directly supervise the MES Lead and Member Engagement Specialists.
• Conduct regular one-on-one meetings focused on performance, development, and goal attainment.
• Provide coaching, mentorship, and ongoing feedback to improve employee effectiveness.
• Develop individualized performance improvement plans when necessary.
• Foster a culture of accountability, engagement, collaboration, and continuous learning.
• Assist with recruitment, interviewing, onboarding, and training of new team members.
• Monitor call quality through routine audits and scorecard reviews.
• Evaluate member interactions for compliance with organizational policies, health plan requirements, and regulatory standards.
• Monitor daily, weekly, and monthly engagement metrics
• Ensure outreach queues are worked efficiently and according to established workflows.
• Utilize reporting and analytics to drive operational improvements.
• Develop action plans to improve individual and team performance.
• Collaborate with Clinical Operations, Provider Engagement, and Market Operations teams to improve member engagement outcomes.
• Assist with market launches and engagement strategy deployment in new regions.

A strong candidate will demonstrate the following:

• Required:
• Minimum 3 years of healthcare operations, contact center, member engagement, care coordination, or customer service leadership experience.
• Minimum 2 years of direct supervisory experience.
• Experience coaching employees and managing performance.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication abilities.
• Experience working with CRM, engagement, or care management platforms.
• Preferred:
• Experience in Medicare Advantage, Medicaid, Dual Eligible, Palliative Care, Hospice, Care Management, or Population Health.
• Experience with quality monitoring and call center operations.
• Knowledge of motivational interviewing techniques.
• Experience managing remote and field-based teams.

What We Offer:

• Competitive compensation, reflecting our commitment to attracting, retaining, and motivating the best talent in the industry
• Comprehensive benefits including medical, dental, vision, and life insurance, paid time off and holidays, employer 401(K) match, etc.
• Remote work with multiple onsite sessions each year to maximize collaboration and team building
• A dynamic and inclusive team environment where you can lean on your teammates, offer candid feedback, bring your true self to work each day, and deliver tremendous impact while having fun along the way
• Meaningful work each day; we care deeply about our mission, our patients, and each other

Tuesday Health seeks to recruit and retain staff from diverse backgrounds and encourages qualified candidates to apply. Tuesday Health is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity/expression, sexual orientation, color, race, creed, national origin, ancestry, religion, marital status, political belief, physical or mental disability, pregnancy, military, or veteran status.