Pacific Health Group is seeking a proactive, operationally driven Member Engagement Manager to oversee and continue building our Member Engagement department. This role is responsible for managing day-to-day outreach operations, supporting staff development, ensuring productivity and quality standards are met, and driving enrollment growth across ECM and related programs.

The Member Engagement Manager will directly oversee member engagement staff and engagement workflows while collaborating closely with ECM leadership, directors, and executive leadership. This position requires a strong balance of leadership, accountability, problem-solving, coaching, and operational strategy.

The ideal candidate is highly organized, thrives in fast-paced environments, understands relationship-based healthcare outreach, and can effectively lead both office-based and field-based initiatives.

>Essential Duties & Responsibilities

Leadership & Team Management

Directly oversee the Member Engagement department, including Team Leads and member engagement staff
Provide ongoing coaching, mentorship, accountability, and performance management to staff
Conduct regular 1:1 meetings, productivity reviews, and performance evaluations
Assist with development of workflows, SOPs, outreach protocols, and department structure
Foster a positive, team-oriented culture focused on accountability, compassion, and growth
Address employee concerns, workflow barriers, and escalations professionally and promptly

Outreach & Enrollment Operations

Monitor outreach productivity, enrollment performance, and departmental metrics
Ensure staff maintain timely and accurate outreach efforts across phone, community, and field-based engagement
Assist with strategy development to improve successful member engagement and enrollment conversion rates
Oversee assignment distribution, caseload balancing, and lead management processes
Collaborate with ECM leadership to ensure smooth handoff between enrollment and care management teams
Support development and execution of community outreach initiatives, resource fairs, and partnership-building efforts

Quality Assurance & Compliance

Ensure outreach documentation is completed accurately and in compliance with internal and health plan requirements
Monitor CRM systems, tracking tools, and workflow adherence
Identify trends, gaps, and opportunities for operational improvement
Support audit readiness and assist leadership with corrective action planning when needed
Ensure staff follow organizational standards regarding member communication, confidentiality, and professionalism

Cross-Department Collaboration

Partner with directors, executive leadership, and other departments to support organizational goals
Participate in leadership meetings, operational planning, and department growth initiatives
Assist in implementation of new programs, workflows, and strategic initiatives as the organization expands
Maintain strong professional relationships with community partners and health plan contacts when needed

>Qualifications

Minimum 3 years of healthcare, care coordination, outreach, case management, or related experience required
Minimum 2 years of managerial or supervisory experience required
Experience working within Medi-Cal, CalAIM, ECM, Community Supports, Behavioral Health, or managed care environments strongly preferred
Strong understanding of outreach operations, member engagement, and relationship-based care models
Excellent organizational, leadership, communication, and problem-solving skills
Ability to manage multiple priorities in a fast-paced environment
Comfortable reviewing productivity metrics and implementing performance improvement strategies
Proficient with CRM systems, Google Workspace, and operational tracking platforms
Experience with field outreach and community-based engagement preferred

>Preferred Traits

Strong leadership presence with the ability to motivate and develop teams
Solutions-oriented mindset with strong operational awareness
Comfortable balancing accountability with supportive coaching
Adaptable and able to help build structure within a growing organization
Passionate about serving vulnerable populations through whole-person care approaches

>Physical & Travel Requirements

Ability to work both remotely and in community settings as needed
Occasional local travel for outreach events, trainings, or operational support may be required
Reliable transportation required

Benefits

Compensation: The compensation for this role ranges from an annual salary of $71,500 - $78,500 per year. Final compensation is dependent upon the candidate's level of experience, geographic area, and specific qualifications. This is an exempt position
Work Arrangement: Within California (San Diego county or SoCal preferred)
Time Off & Leave
- 160 Hours of Paid Time Off (PTO)
- 12 Paid Holidays per year (including your birthday and one floating holiday after 1 year of employment)
- 4 Paid Volunteer Hours per Month to support causes you care about
- Bereavement Leave (including Fur Baby Bereavement)
Health & Wellness
- 90% Employer-paid Employee-Only Medical Benefits
- Flexible Spending Account (FSA)
- Short-Term & Long-Term Disability | AD&D
- Employee Assistance Program (EAP)
Financial & Professional
- 401(k) with Company Match
- Monthly Stipend
- Opportunities for professional development and internal growth
Culture & Perks
- Employee Discounts via Great Work Perks and Perks at Work
- Quarterly In-Person Events

Equal Opportunity Employer & Application Disclaimer

Pacific Health Group is an Equal Opportunity Employer. We are committed to creating an inclusive and equitable workplace where all individuals are treated with dignity and respect. We value diversity in all forms and encourage individuals from historically underrepresented communities to apply.

Job Application & Offer Disclaimer: No candidate will be offered employment without meeting the required qualifications and skillset for the position and successfully completing all steps of our recruitment process, which include: Submission of a completed internal application via our HRIS system, a formal pre-screen with our recruiting team, completion of a skills assessment (if applicable to the position), and participation in a final interview with hiring leadership.

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Member Engagement Manager