Member Outreach Manager

About the role

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 team management, performance monitoring and coordination with clinical and operational teams.

Key responsibilities

• Lead proactive member outreach to introduce CareConnect services and explain program benefits, ensuring eligible members receive timely contact and follow-up, and develop targeted outreach plans aligned with departmental objectives.
• Allocate team and individual targets, manage workloads and staffing coverage, coach the team, run performance reviews, identify training needs and ensure 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 and support use of the app for future bookings.
• Develop and oversee an efficient onboarding process, communicate timelines to new members, collaborate with cross-functional teams such as RCM and the medical team, and coordinate with Care Navigators and ICS to follow up on pending services and escalate unresolved issues.
• Monitor and analyse team performance across calls, reachability, enrolment, bookings, consultation completion, retention and quality, maintain dashboards and reports, and implement corrective actions.
• Support AI-powered engagement tools such as AI voice agents and automated follow-ups, take part in user acceptance testing, validate workflows and train the team, while monitoring interaction quality, documentation accuracy and compliance with SLAs.

Required profile

• Bachelor's degree in Business Administration, Engineering or a related field.
• 3 to 5 years of experience.
• Resident of Jeddah, Saudi Arabia.

Required skills

• Excellent verbal and written communication and presentation skills.
• Negotiation and analytical skills.
• Team building and coaching.
• Medium knowledge of systems and analysis programs.