Director - Outreach and Engagement

Department: Quality - Operations

Location: 1600 Corporate Center Dr., Monterey Park, CA 91754

Compensation: $140,000 - $170,000 / year

Description

Astrana Health is seeking a Director - Outreach and Engagement to manage the organization’s member engagement strategies for quality based activities. This Director will lead the design, implementation and ongoing management of outreach and engagement programs that supports the organization’s goals, and will work to meet contractual obligations for various health plan partners/other entities. We are looking for candidates who are experienced in overseeing high volume call centers and who have an understanding of quality metrics within value-base care ecosystems.

What You'll Do

• Experience in managing multi modal engagement channels including phone, mail, sms and portal
• Manage a complex multi layered team including managers and supervisors to deliver team goals
• Support a team to schedule annual visits within internal providers and primary care providers as appropriate
• Organize outreach and engagement for multiple measures including tracking daily, weekly, and monthly productivity
• Deliver reports to leadership around engagement rates, productivity, conversion rates, etc.
• Able to train team to deliver a consistent high level of customer service and single call resolution
• Provide results-driven strategies and solutions based in data
• Collaborate with DA teams to build and maintain reporting for provider performance scorecards
• Collaborate with teams to deliver provider-based reporting
• Manage member facing education materials related to quality topics
• Develop and maintain all policy and procedures for departmental processes
• Participate and present in meetings with health plans, IPAs or leadership teams
• Manage vendors for staffing, telephony, language line, etc.
• Be flexible to provide support remotely or in market by visiting provider offices in person as directed
• Provide support to other related activities as assigned by leadership
• Participate in staff hiring needs, support peer interviews as requested and work to onboard new team members timely and effectively
• Support staff development, performance management, coaching and corrective actions to foster cohesive, productive, and positive team environment
• Reliable with working hours and provide reasonable notice for time off
• Maintain a standard onboarding training program and an ongoing quality review program
• Other duties as assigned
  
  

Qualifications

• Bachelor’s degree in related field or equivalent experience
• Knowledge of quality program metrics in Medicare STARs, HEDIS and patient experience including
• Familiar with managing telephony systems including best practices for managing productivity and service levels and able to measure specifications and various methods to address and close them
• 5+ years of management and implementation related experience
• 5+ years in call center experience including management
• Strategic leader and collaborator across multiple departments to achieve overall organizational goals
• Strong communication skills
  
  

Environmental Job Requirements and Working Conditions

• This position operates on a hybrid schedule. The office is located at 1600 Corporate Center Drive, Monterey Park, CA.
• We are open to fully remote candidates with requirement of travel to California and Houston as needed.
• The base pay range for this role is: $140,000 to 170,000. The salary range represents our national target range for this role.

Astrana Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need. If you require assistance in applying for open positions due to a disability, please email us at [email protected] to request accommodation.

Additional Information:
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.