Manager-Member Inclusion & Outreach (Full-time Hybrid, Charlotte, NC Based) at Alliance Health in Charlotte, North Carolina

Job Description:

The Member Inclusion & Outreach Manager provides oversight and leadership to the Member Inclusion and Outreach Specialists and the Community Inclusion Planning Coordinators. Additionally, this position develops and strengthens relationships with community partners, such as non-profits, government organizations, public and social services, as well as collects and shares knowledge of available resources.  The Member Inclusion & Outreach Manager also supports activities to elevate the member’s voice within the organization.

This position will require travel within the communities. We serve Mecklenburg, Wake, Durham, Cumberland and Johnson, Harnett, and surrounding areas. This position will also travel onsite for meetings and community events.

Responsibilities & Duties

Supervise and Develop Staff

• Work with Human Resources and the Director of Community and Member Engagement to maintain and retain a highly qualified and well-trained workforce


• Ensure staff are well trained in and comply with all organization and department policies, procedures, and business processes


• Organize workflows and ensure staff understand their roles and responsibilities


• Ensure the department has the needed tools and resources to achieve organizational goals and to support employees and ensure compliance with licensure, regulatory, and accreditation requirements


• Actively establish and promote a positive, diverse, and inclusive working environment that builds trust


• Ensure all staff are treated with respect and dignity


• Ensure standards are transparent and applied consistently, impartially, and ethically over time and across all staff members


• Work to resolve conflicts and disputes, ensuring that all participants are given a voice


• Set goals for performance and deadlines in line with organization goals and vision


• Effectively communicate feedback and provide ongoing coaching and mentoring to staff and support a learning environment to advance team skills and professional development


• Cultivate and encourage efforts to expand cross-team collaboration and partnership

Collaboration

• Establish and grow relationships with other internal departments to build strong teams and working groups


• Develop lasting mutually beneficial relationships with key internal and external stakeholders 

Allocate staff to support Cross Department Teams

• Responsible for managing the use of staff from the Community Health and Well-Being Department to support care teams


• Allocate individuals to the appropriate tasks and following up to ensure successful participation

Support Department staff on use of Care Management System (JIVA)

• Be the Department lead on care management system


• Provide training and supporting staff in their use of the system

Customer Focus

• Facilitate the development of organizational processes to continually improve member experience


• Facilitate improvements for maintaining member responsiveness


• Listen authentically and respond to member experience and needs and update approaches based on feedback

Develop and Manage Department Projects

• Oversee project planning and prepares with contingencies and is well positioned to take advantage of opportunities as they arises


• Develop, implement, manage, and report out on pilots or required projects and initiatives


• Monitors status of plans, optimizes resource utilization and handles situations which may result in modifying plans to meet established outcome


• Analyze information and data to identify target areas in the community or stakeholder groups, strategizing with the wider Community Health and Well-Being team around specific, strategic actions


• Plan, organize and complete specific community-focused projects and events that may be staffed by cross-functional Alliance teams


• Oversee the internal inventory of departmental outreach materials


• Follows through with commitments and takes responsibility for team outcomes

Communication & Reporting

• Prepare and present and/or write reports that contain data and solid findings and recommendations related to community-based solutions and outcomes to executives and directors, and external stakeholder


• Work closely with Communications Department to execute distribution of focused branding and messaging to members and community

Travel 

• Travel between Alliance offices, attending meetings on behalf of Alliance, and participating in Alliance sponsored events which may include outside of the Alliance Health catchment area


• Travel to meet with members, providers, and stakeholders which may include outside of the Alliance Health Catchment area

Knowledge, Skills, & Abilities

• Knowledge of System of Care Principles


• Knowledge of Managed Care Principles


• Extensive knowledge of Community Resources (public and private)


• Microsoft Office Skills


• Excellent Interpersonal Skills


• Excellent Communication Skills


• Ability to solve problems

Minimum Requirements

Bachelor’s degree in a Human Services field and four (4) years of post-degree experience in a community or governmental health related program, social work, or education, including one year of supervisory, consultative or administrative experience.

Special Requirement

Valid NC Drivers license

Salary Range

$86,800 - $110,670/ Annually

Exact compensation will be determined based on the candidate's education, experience, external market data and consideration of internal equity. 

An excellent fringe benefit package accompanies the salary, which includes:  

• Medical, Dental, Vision, Life, Long Term Disability


• Generous retirement savings plan


• Flexible work schedules including hybrid/remote options


• Paid time off including vacation, sick leave, holiday, management leave


• Dress flexibility

Education

Required

• Bachelors or better in Human Services

Skills

Required

• Communication


• Interpersonal Skills


• Microsoft Office


• Problem Solving

See job description

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