Outreach Supervisor-SC

What is the position

The Supervisor-Outreach Team will play a key role by overseeing a staff of EAP Assisters-Outreach providing in-person and direct outreach via multiple channels (telephone, email, text, virtual) enrollment and educational support to individuals and families disenrolled from Medicaid or CHIP and in need of health insurance coverage in qualified health plans in population centers identified by CMS.

What will I get to do?

• Develop deep familiarity of the contract stipulations including an understanding of the EAP, Medicaid Unwinding and enrollment redetermination impacts, and any state specific requirements.
• Ensure all project-identified processes and methodologies are executed and followed as applicable.
• Responsible for the coordination and supervision of a team of Enrollment Assisters-Outreach
• Ensures all activities are carried out in accordance with EAP commitments or objectives.
• Strategize, develop, and implement a plan to expand the brand to engage and connect with the community.
• Identify opportunities for engaging underserved populations.
• Foster relationships with community organizations that assist populations with securing health insurance coverage.
• Collaborate with local, state, municipal, and industry partners / organizations.
• Coordinate outreach and education activities with other network partners, such as state Medicaid offices, navigator organization, community organizations, Counselor Designated Organizations (CDOs), CMS regional offices, etc.
• Conduct in-person and virtual presentations and workshops for partner development and community education.
• Evaluate data and analytics to aid in planning and to determine campaign efficacy.
• Demonstrate brand ambassador activities by participating and sharing EAP social media messaging with partnerships.
• Responsible for day-to-day coordination and administration of tasks by ensuring quality and productivity standards are maintained while meeting EAP requirements.
• Support quality assurance initiatives, including staff monitoring for performance metrics, adherence to standards of the contract and Cognosante.
• Follow and monitor approved standard operating procedures and other applicable state and federal regulations.
• Provide feedback and coaching for performance deficiencies as required and document all employee feedback / counseling sessions.
• Prepare employee performance evaluations, establishing performance improvement plans as needed.
• Ensure completion of administrative reporting, e.g., timecards, daily statistics, logs, status, and task management reports for area of responsibility, and other requested reports
• Oversee equipment inventory assigned to staff.
• Represent CMS and Cognosante by attending virtual and some in-person community events to reach and assist targeted populations.
• Communicate with the team daily to keep them apprised of customer goals, progress, schedules of community events, and emerging issues.
• Serve as a resource and an escalation path for the Outreach Assisters.
• Manage team and operational goals, special projects, and continuous process improvement initiatives.
• Other additional duties as assigned by program leadership.

What qualifications do I need?

Candidates who do not meet the required qualifications will not be considered.

• The successful candidate will also be expected to : Pass a background check as required for certification, to include motor vehicle recordsPossess a valid driver’s license and have access to a reliable, currently insured vehicleParticipate in some state and local travelSuccessfully complete mandatory training and certification requirements in allotted timeframeAdhere to prescribed conflict-of-interest prohibitions related to employment or compensation from health insurance issuersBe available to work flexible / nontraditional hours, such as early mornings, evenings, and weekends
• Bachelor's Degree plus 4 years of experience in supervisory role managing, leading, directing and reviewing the work and assignments of a team, coaching employees, and providing on the job training
• 2 years of experience supervising in a call center environment
• Strong interpersonal communication skills, including public speaking and formal presentations
• Experience presenting in-person and virtually to groups of individuals using technology and program slide decks while also being able to present ad hoc as situations require
• Experience working independently and / or collaboratively with staff and clients to analyze and understand project requirements and the end-user experience
• Experience managing priorities and tasks in a changing environment
• Proficient in computer literacy, MS Suite, use of relevant computer applications such as MS Office, and use of other types of office technology
• Advanced PC skills, included MS Excel, Power Point, Word, Teams, Outlook, and Power BI
• Experience providing feedback to improve technology innovations and establish best practices.
• Experience in monitoring daily performance and managing staff, systems, technology, while adhering to policies and procedures

What additional characteristics will help me thrive?

• Basic knowledge of healthcare and / or the Affordable Care Act
• Ability to work with and resolve complex problems associated with diverse groups
• A commitment to great customer service that includes a People-First Attitude that prioritizes customer needs through active listening, empathizing, and direct problem resolution.
• Sales and Marketing background.
• Creative problem solving and solutioning.
• Flexibility to adapt to changing project requirements, priorities, and environments.
• A commitment to continuous learning and professional development.
• A desire to assist the vulnerable and underserved populations.
• A willingness to help when asked.

What We Offer

Our mission is to provide comprehensive and competitive pay, benefits, services, and programs to eligible employees and their dependents that :

Ensure optimal health and productivity of our employees

Support employee retention and attraction

Provide work / life balance to ensure our employees succeed inside and outside of the office

Compensation

$77,059.11 - $124,450.68