Member Engagement Specialist – Supervisor

🔥 0 minutes ago

🏈 Ohio – Remote

🏈 Ohio – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

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Tuesday Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

☁️ SaaS

🤝 B2B

👥 B2C

💰 $60M Series A - Tuesday Health on 2024-05

SaaS • B2B • B2C

Tuesday Health is a value-based palliative and supportive care provider that delivers whole-person clinical and emotional support to individuals with serious illness. It combines interdisciplinary care teams (doctors, nurses, social workers) with digital tools (MyTuesday) to provide symptom management, advance care planning, and 24/7 access via in-person visits, telehealth, and phone check-ins. Tuesday Health partners with health plans and providers to reduce avoidable hospital visits, improve goal-aligned care, and support both patients and caregivers.

📋 Description

• The Engagement Supervisor is responsible for the day-to-day leadership, performance management, and operational oversight of the Member Engagement team. • Directly supervises the Member Engagement Lead and Member Engagement Specialists (MES). • Ensures team members effectively engage eligible members, achieve enrollment goals, maintain high-quality member interactions, and comply with organizational and health plan requirements. • Conducts regular one-on-one meetings focused on performance, development, and goal attainment. • Provides coaching, mentorship, and ongoing feedback to improve employee effectiveness. • Develops individualized performance improvement plans when necessary. • Fosters a culture of accountability, engagement, collaboration, and continuous learning. • Assists with recruitment, interviewing, onboarding, and training of new team members. • Monitors call quality through routine audits and scorecard reviews. • Evaluates member interactions for compliance with organizational policies, health plan requirements, and regulatory standards. • Monitors daily, weekly, and monthly engagement metrics. • Ensures outreach queues are worked efficiently and according to established workflows. • Utilizes reporting and analytics to drive operational improvements. • Develops action plans to improve individual and team performance. • Collaborates with Clinical Operations, Provider Engagement, and Market Operations teams to improve member engagement outcomes. • Assists with market launches and engagement strategy deployment in new regions.

🎯 Requirements

• Minimum 3 years of healthcare operations, contact center, member engagement, care coordination, or customer service leadership experience. • Minimum 2 years of direct supervisory experience. • Experience coaching employees and managing performance. • Strong analytical and problem-solving skills. • Excellent verbal and written communication abilities. • Experience working with CRM, engagement, or care management platforms. • Preferred: Experience in Medicare Advantage, Medicaid, Dual Eligible, Palliative Care, Hospice, Care Management, or Population Health. • Preferred: Experience with quality monitoring and call center operations. • Preferred: Knowledge of motivational interviewing techniques. • Preferred: Experience managing remote and field-based teams.

🏖️ Benefits

• Competitive compensation, reflecting our commitment to attracting, retaining, and motivating the best talent in the industry • Comprehensive benefits including medical, dental, vision, and life insurance, paid time off and holidays, employer 401(K) match, etc. • Remote work with multiple onsite sessions each year to maximize collaboration and team building • A dynamic and inclusive team environment where you can lean on your teammates, offer candid feedback, bring your true self to work each day, and deliver tremendous impact while having fun along the way • Meaningful work each day; we care deeply about our mission, our patients, and each other