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 and requires 2-5 years of relevant experience. The role focuses on driving consultation bookings and completion, supporting member retention, and ensuring a consistent member experience through effective team management and coordination with clinical and operational teams.

Key Responsibilities

• Lead proactive member outreach to introduce CareConnect services, explain program benefits, and support enrollment in appropriate programs.
• Identify member needs, goals, and pain points, developing targeted outreach plans aligned with departmental objectives.
• 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 processes.
• Develop and oversee an efficient, comprehensive onboarding process tailored to member needs, communicating expected timelines to new members.
• Collaborate with cross-functional teams (*, RCM, Medical team, technical teams) to ensure a seamless onboarding experience and coordinate member follow-up.
• Monitor and analyze team performance across various metrics including calls, reachability, enrollment, bookings, consultation completion, retention, and quality.
• Maintain accurate dashboards, provide timely performance reports, identify gaps, and implement corrective actions.
• Support the implementation of AI-powered engagement tools, identify system enhancement requirements, and coordinate with IT and stakeholders.
• 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.

Qualifications and Experience

• A minimum of 2-5 years of relevant professional experience is required.
• Demonstrated ability to lead and manage a team effectively.
• Experience in member outreach, education, and engagement programs.
• Proficiency in performance monitoring and reporting.
• Familiarity with digital enablement tools and system enhancement processes.

Team Leadership and Operational Management

This role involves significant leadership responsibilities, including setting targets, managing workloads, and ensuring team adherence to approved workflows and service standards. The Manager will be responsible for coaching team members, conducting performance reviews, and identifying development needs to enhance overall team performance.

Performance Monitoring and Quality Improvement

The Manager will continuously monitor and analyze team performance metrics, maintaining accurate dashboards and providing timely reports to department leadership. This includes identifying performance gaps, implementing corrective actions, and driving continuous improvement initiatives based on member feedback and operational insights. The role also supports the integration of AI-powered engagement tools and system enhancements to improve productivity and member experience.

Application Process

Interested candidates are encouraged to apply for this full-time position in Jeddah. Salary details will be discussed during the interview process.