Outreach Communication Manager-WV Job at Southeastrans in Richmond

SUMMARY : The Outreach and Communications Manager serves as the primary member advocate and ombudsperson for the NEMT program, ensuring members' voices are heard and their concerns are addressed effectively. This position develops and implements comprehensive outreach strategies to educate members about available transportation services, resolves member complaints and issues, and acts as a liaison between members, providers, and program leadership. The Outreach and Communications Manager champions member satisfaction and experience while promoting program awareness and accessibility throughout the community.

ESSENTIAL FUNCTIONS :

• Serves as the primary member advocate and ombudsperson, representing member interests and concerns to program leadership
• Develops and implements outreach strategies to educate members about NEMT services, benefits, and how to access transportation
• Investigates and resolves member complaints, concerns, and service issues in a timely and compassionate manner
• Conducts outreach activities in the community, including presentations at community centers, healthcare facilities, and member organizations
• Creates and distributes member education materials including brochures, newsletters, and communication updates
• Acts as a liaison between members, providers, healthcare facilities, and program management
• Tracks and trends member feedback, complaints, and satisfaction data to identify areas for improvement
• Collaborates with Quality Assurance team to address systemic issues affecting member experience
• Facilitates member focus groups and surveys to gather input on program improvements
• Responds to member inquiries via phone, email, and in-person interactions with empathy and professionalism
• Advocates for members with special needs, language barriers, or accessibility requirements
• Coordinates with Provider Relations to address member concerns related to transportation service quality
• Prepares reports on member satisfaction, outreach activities, and complaint resolution outcomes
• Develops relationships with community organizations, advocacy groups, and social service agencies
• Ensures all member communications are culturally sensitive and accessible to diverse populations
• Participates in program quality improvement initiatives from a member-centered perspective
• Maintains confidentiality of member information in accordance with HIPAA and privacy regulations
• Performs other duties as assigned to support member advocacy and program communication objectives

QUALIFICATIONS REQUIRED :

MINIMUM REQUIRED EDUCATION :