Manager Outreach Engagement

About the Role

Bupa Arabia is seeking a Manager Outreach Engagement to lead the team responsible for member outreach, education, enrollment, and ongoing engagement in CareConnect health programs. This full-time position is based in Jeddah, Makkah, Saudi Arabia, and requires 5-10 years of relevant experience.

Key Responsibilities

• 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 members' specific needs, goals, and pain points to develop targeted outreach plans.
• Allocate team and individual targets, manage workloads, and ensure adequate staffing coverage.
• Conduct regular coaching, performance reviews, and development discussions, addressing training needs and performance gaps.
• Oversee initial and repeat consultation bookings, monitor completion and no-shows, and manage reminders, cancellations, and rebooking.
• Develop and oversee an efficient, comprehensive onboarding process tailored to member needs, communicating timelines to new members.
• Collaborate with cross-functional teams (*, RCM, Medical team, technical teams) to create a seamless onboarding experience.
• Coordinate with Care Navigators and ICS to support member follow-up, track pending services, and escalate unresolved issues.
• Monitor and analyze team performance across various metrics, including calls, reachability, enrollment, bookings, consultation completion, retention, and quality.
• Maintain accurate dashboards and provide timely performance reports, identifying gaps and implementing corrective actions.
• Support the implementation of AI-powered engagement tools and identify system enhancement requirements based on operational gaps and member needs.
• Participate in user acceptance testing (UAT), validate workflows, and coordinate team training and adoption of new systems.
• Monitor interaction quality, documentation accuracy, and compliance with approved processes and agreed SLAs.

Required Experience

• A minimum of 5 to 10 years of experience in a relevant field.

Team Leadership and Operational Management

This role involves leading a team to ensure adherence to approved workflows and service standards. The Manager Outreach Engagement will drive consultation bookings and completion, support member retention across follow-up cycles, and ensure a consistent member experience through effective team management and coordination with clinical and operational teams.

Performance Monitoring and Quality Improvement

The role requires continuous monitoring and analysis of team performance, maintaining accurate dashboards, and providing timely reports to the department lead. It also involves identifying performance gaps, implementing corrective actions, and supporting the integration of digital enablement tools and system enhancements to improve productivity and member experience.

Application Process

Candidates interested in this full-time position are encouraged to apply. Salary details will be disclosed during the recruitment process.