Manager, Outreach Operations - Engemann Admin Student Health - Full Time 8 Hour Days (Exempt) (Non-Union)

The Outreach Operations Manager is part of the communication and public information team, relaying operational updates relevant to supporting our patient care and campus public health objectives. This role works closely with internal operation teams to ensure information is updated in relevant public channels; organizes operations with external stakeholders; and oversees operations of student workers as they implement campaigns and outreach activities. This role assists the Campus Health and Student Health information teams by utilizing specialized population lists for with notifications regarding programs, requirements, and services; and service changes are relayed to impacted organizational groups in a timely manner. The coordinator also works with the contact center team and is responsible for reporting trends in patient experience and/or patient concerns that may require additional information relay or service improvement. This position is also responsible for analyzing data and producing reports using the digital marketing automation and analytics software and services. In addition, they will be responsible for creation training documentation as it relates to the organization marketing software.

Essential Duties:

• Management of day-to-day oversight of student assignments, training, and accountability (Wellness Ambassadors, health bloggers, operations assistant, communications assistant).
• Management of operations for external partners.
• Track, schedule and implement population-specific notifications and reminders using Salesforce Marketing Cloud and other platforms.
• Accountable for creation of workflows that ensure data integrity between student information systems and patient information systems using marketing automation platform software (i.e. Salesforce Marketing Cloud)
• Produces reports on customer engagement and performance analytics of campaigns. Create and produce forecasts, reports, ad hoc requests, dashboards, etc
• Plan and implement campaign cycles to students to improve outcomes related to immunizations, university compliance, and other student requirements
• Creates training documentation and onboard additional users to the organization's marketing automation platform
• Inspects, cleans, transforms, models, and analyzes data with the goal of discovering useful information for process improvement, suggesting conclusions, and supporting decision-making throughout the organization.
• Ensure integrity of data and quality checks system for optimal patient experience.
• Manage updates to changes in operations, including service disruptions and instructional changes for patients.
• Coordinate public-facing operational updates with clinical operations and communications teams for public channels, including websites and social media.
• Manage notifications to meet requirements of any regulatory requirement and/or assembly bills such as, but not limited to, AB 685 regarding COVID-19.
• Manage responses to inbound inquiries from the public, by phone and email, on special programs including COVID-19 processes.
• Monitor inbound project accounts, respond, triage and route to relevant departments, escalate complex or sensitive questions.
• Produce trend reports on inbound volume and nature of questions.
• Maintain process logs and train others in these processes as needed.
• Other duties as assigned.

Required Qualifications:

• Req Bachelor's Degree in business, communications/public relations, management or related field
• Associate's degree with additional 3 years of work experience in a health care-related environment may substitute for the bachelor's degree requirement.
• Req 3-5 years Experience with complaints, customer service, or quality improvement initiatives in a health care environment.
• Req Experience with real-time customer service, through phone contact center or in-person customer service center work.
• Req Experience with data analysis and reporting
• Req Excellent collaboration skills working with teams.
• Req Ability to create documentation and train other users.
• Req Strong attention to details and accuracy in workflow processes.
• Req Ability to train students and other workers, and provide oversight on accuracy and other professional accountabilities.
• Req Ability to manage relationships with external operations teams, problem solve, and ensure smooth delivery of services for patients/clients/constituents
• Req Demonstrated proficiency with Microsoft products.
• Req Knowledge of infectious disease transmission and contact tracing notification processes

Preferred Qualifications:

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)