Member Engagement Program Manager, Bakersfield, CA
Member Engagement Program Manager
Kern Family Health Care, 2900 Buck Owens Blvd., Bakersfield, California, United States of America Req #2267
We appreciate your interest in our organization and assure you that we are sincerely interested in your qualifications. A clear understanding of your background and work history will help us potentially place you in a position that meets your objectives and those of the organization. Qualified applicants are considered for positions without regard to race, color, religion, sex (including pregnancy, childbirth and breastfeeding, or any related medical conditions), national origin, ancestry, age, marital or veteran status, sexual orientation, gender identity, genetic information, gender expression, military status, or the presence of a non-job related medical condition or disability (mental or physical).
KHS reasonably expects to pay starting compensation for the position of Member Engagement Program Manager in the range of $85,451- 110,808 Annual.
Kern Health Systems is dedicated to improving the health status of our members through an integrated managed health care delivery system.
Definition
Under the direction of the Member Engagement Manager, the Member Engagement Program Manager’s purpose in this role is to plan, coordinate and monitor Member Engagement Programs including but not limited to: Member Engagement related KHS Strategic Goals, Member Rewards/Incentive Program Planning and Tracking, oversight of KHS’ Customer Relationship Manager (CRM) platform, maintaining and enhancing the KHS Member Portal and member facing website content, oversight of KHS Member surveys across the continuum of care, oversee and coordinate member health assessments, managing member transportation programs and benefits, and Special Projects (KHS Interactive Voice Response/IVR, Robo Call Campaigns, Live Call Campaigns, Member Texting Campaigns, Direct Mail Campaigns, Member Communications, BOD presentations, etc.).
Distinguishing Characteristics
The Program Manager is responsible for oversight, coordination, planning, management, execution, and finalization of Business-related programs that require Business resources. The Program Manager will be required to conduct program analysis, comprehend technical requirements, define plans for execution, coordinate technical resources assigned to tasks or programs, create program tracking reports, and accurately report to all levels of management on a program(s) status. This position requires the ability to maintain an interdependent relationship with providers, staff and members by providing administrative support on sponsored projects. The Program Manager will have strong written and oral communication skills.
Essential Functions
- Responsible for providing leadership, support, and oversight of Member Satisfaction Surveys and assessments. Ensure ongoing surveying, assessments, and reporting occurs in the following areas at a minimum-Member Call Center, Inpatient Discharge, PCP and Specialty Visits, Population Health Management, Enhanced Care Management, Community Supports Services, Behavioral Health, and Wellness & Prevention. Identify key performance trends and work with departmental management to develop corrective actions to resolve deficiencies.
- Responsible for the development, implementation and operational workflows of the Non-Emergency Medical Transportation/Non-Medical Transportation and Travel Expenses benefit. Ensure NEMT/NMT transportation broker meets the terms of the Statement of Work. Work closely with member facing departments, Accounting, and Corporate Services to ensure timely access and delivery. Develop and implement management reporting to meet business needs.
- Responsible for the development, implementation, operational workflows, and oversight of Member Communication and Campaign Programs. Ensure programs meet KHS objectives and are compliant with regulations. Develop and implement management reporting to meet business needs. Responsible to become a subject matter expert on all aspects of member engagement from member-facing departments and programs. This position will require an analytic approach for process and program improvement for all member-facing department activities as it pertains to programs within the Member Engagement purview.
- Responsible to implement and manage the Member Rewards Programs for multiple KHS Departments. Ensure vendor meets the terms of the Statement of Work. Explore opportunities to expand program to other clinical and operational areas. Develop and implement management reporting to meet business needs.
- Act as a program management resource for Member Engagement on projects as assigned. Establish objectives and evaluate programs based on operational criteria.
- Participate in the preparation of business plans, analyses, financial projections, and programmatic and operational reports; work with internal teams to develop and implement strategic initiatives for any issues that may require root cause analysis evaluation(s).
- Prepare activity reports to inform management of the status and implementation plans of programs, services, and quality initiatives.
- Coordinate with member outreach campaign owners to schedule outreach, create scripts, create text messaging content, draft and process member materials, and implement new Member Rewards programs.
- Effectively manage the program budget, elevate and/or communicate issues to management and provide alternatives to meet a program deadline or deliverable.
- Demonstrate an analytical aptitude to learn and understand business segment processes, including understanding issues of data integrity, security and confidentiality according to the Health Insurance Portability and Accountability Act (HIPAA).
- Able to lead and provide oversight to team members and contractors while influencing them to take positive action and accountability for their assigned work.
- Responsible for project managing the development, approval, and dissemination of member focused collateral for KFHC that is accurate and effective. This includes responsibility for writing, editing, working with Marketing on creative development and fulfillment.
- Perform other job-related duties as assigned
Ability to:
- Solve real-world challenges with modern theories of leadership, management and negotiation.
- Integrate marketing, member engagement, operations, personnel and financial initiatives.
- Apply contemporary business principles integral to a medical organization.
- Assess risk using financial, statistical and economic data and create management solutions.
- Leverage advanced knowledge and skills to succeed as a Program Manager.
Employment Standards
Education: Bachelor’s degree in healthcare or business administration or related field from an accredited institution or equivalent required. Master’s preferred.
Experience: Minimum of four (4) years’ experience in a managed health care organization or related field required.
Knowledge of: Reporting tools, reporting analysis, and policy development. Microsoft Office Suite and Adobe Acrobat.
Other: Required travel up to 10%. Possession of valid California Driver’s License and proof of valid State required auto liability insurance.
Must have: Applicants must be able to demonstrate knowledge and experience of managed care systems. Have demonstrated skills in coordination and problem solving with members and providers. Conduct systems analyses and feasibility studies; plan and coordinate the work of others; work well and communicate with people of various professional and vocational backgrounds. Strong organizational, interpersonal and project management skills. Ability to meet deadlines and maintain attention to detail and accuracy while working independently or as part of a team; proven ability to handle high-volume workload and multi-tasking projects. Ability to adapt to a changing environment.
We are an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis.