Outreach Engagement

Bupa Arabia for Cooperative Insurance Company; Jeddah; Sur place; SAR 180 000 - 280 000; Plein temps

Résumé du poste

Bupa Arabia for Cooperative Insurance Company in Jeddah seeks a Member Outreach Manager to lead the CareConnect program, guiding outreach, education, enrollment and ongoing engagement.

You will drive consultation bookings, monitor performance, and coordinate with RCM, Medical, and IT teams to deliver a seamless member journey, including onboarding and follow-up cycles. This role emphasizes strong leadership, process optimization, and adoption of AI-powered tools to enhance member experience.

Responsabilités

• Lead proactive member outreach to introduce CareConnect services and explain program benefits.
• Ensure eligible members receive timely contact and follow-up to support enrollment in appropriate programs.
• Identify the member’s specific needs, goals, and pain points.
• Develop targeted outreach plans aligned with departmental objectives, using appropriate member segments, timing, and channels.
• Allocate team and individual targets and manage workloads and staffing coverage.
• Conduct regular coaching, performance reviews, and development discussions.
• Identify training needs and address performance gaps.
• Ensure team adherence to approved workflows and service standards.
• Oversee initial and repeat consultation bookings; monitor completion and no-shows; manage reminders, cancellations, and rebooking, track members due for subsequent CCM cycles; support use of the app for future bookings.
• Develop and oversee an efficient, comprehensive onboarding process tailored to member needs.
• Communicate the onboarding process and expected timelines to new members.
• Collaborate with cross-functional teams (e.g., RCM, Medical team, technical teams) to create a seamless onboarding experience.
• Coordinate with Care Navigators and IC S to support member follow-up, track pending services, and escalated unresolved issues.
• Ensure timely member updates and route medical queries to the clinical team.
• Monitor and analyze team performance across calls, reachability, enrollment, bookings, consultation completion, retention, and quality.
• Maintain accurate dashboards and provide timely performance reports.
• Identify performance gaps, implement corrective actions, and report progress to the department lead
• Support the implementation of AI-powered engagement tools, including AI voice agents, automated follow-ups, and escalation to CE agents.
• Identify system enhancement requirements based on operational gaps and member needs, and coordinate with IT and relevant stakeholders.
• Participate in user acceptance testing (UAT), validate workflows, and coordinate team training and adoption.
• Monitor the impact of AI and system enhancements on productivity, conversion, consultation completion, and member experience.
• Monitor interaction quality, documentation accuracy, and compliance with approved processes and agreed SLAs.
• Review member feedback and implement improvements to scripts and workflows

Connaissances

Team leadership

Performance monitoring

Customer engagement

Project coordination

Communication

Description du poste

The Member Outreach Manager leads the team responsible for member outreach, education, enrolment, and ongoing engagement in CareConnect health programs. The role drives consultation bookings and completion, supports member retention across follow-up cycles, and ensures a consistent member experience through effective team management, performance monitoring, and coordination with clinical and operational teams.

Key Accountabilities:

1- Member Outreach, Education and Enrollment;

• Lead proactive member outreach to introduce CareConnect services and explain program benefits.
• Ensure eligible members receive timely contact and follow-up to support enrollment in appropriate programs.
• identify the member’s specific needs, goals, and pain points.
• Develop targeted outreach plans aligned with departmental objectives, using appropriate member segments, timing, and channels.

2- Team Leadership and Operational Management;

• Allocate team and individual targets and manage workloads and staffing coverage.
• Conduct regular coaching, performance reviews, and development discussions.
• Identify training needs and address performance gaps.
• Ensure team adherence to approved workflows and service standards.

3- Consultation Booking, Completion and Retention;

• Oversee initial and repeat consultation bookings; monitor completion and no-shows; manage reminders, cancellations, and rebooking, track members due for subsequent CCM cycles; support use of the app for future bookings.

4- Onboarding and Member Journey Coordination;

• Develop and oversee an efficient, comprehensive onboarding process tailored to member needs.
• Communicate the onboarding process and expected timelines to new members.
• Collaborate with cross-functional teams (e.g., RCM, Medical team, technical teams) to create a seamless onboarding experience.
• Coordinate with Care Navigators and IC S to support member follow-up, track pending services, and escalated unresolved issues.
• Ensure timely member updates and route medical queries to the clinical team.

5- Performance Monitoring and Reporting;

• Monitor and analyze team performance across calls, reachability, enrollment, bookings, consultation completion, retention, and quality.
• Maintain accurate dashboards and provide timely performance reports.
• Identify performance gaps, implement corrective actions, and report progress to the department lead

6- Quality, Continuous Improvement and Digital Enablement;

• Support the implementation of AI-powered engagement tools, including AI voice agents, automated follow-ups, and escalation to CE agents.
• Identify system enhancement requirements based on operational gaps and member needs, and coordinate with IT and relevant stakeholders.
• Participate in user acceptance testing (UAT), validate workflows, and coordinate team training and adoption.
• Monitor the impact of AI and system enhancements on productivity, conversion, consultation completion, and member experience.
• Monitor interaction quality, documentation accuracy, and compliance with approved processes and agreed SLAs.
• Review member feedback and implement improvements to scripts and workflows