Manager, Member Health Engagement
Independent Health - Buffalo, NY

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The Manager, Member Health Engagement is responsible for developing and implementing engagement plans, programs and activities that will enable IH to close gaps in care within all member segments. The manager will work collaboratively with functional and clinical leaders to define population based goals and then effectively implement plans and measure results. The manager is also responsible for working cross-functionally to understand the timing of member campaigns and manages outreach efforts effectively. Additionally, the manager understands the effect of non-telephonic outreach efforts and incorporates other channels when appropriate. The manager will work closely with servicing, medical management, pharmacy, quality management, sales, wellness, e-business and government operations. The manager is accountable for hiring, mentoring, training and development and performance management of health engagement staff.


  • Bachelor’s degree required; associates degree and 2 years experience in an engagement and/or educator position may be considered in lieu of bachelor’s degree.

  • Minimum of five (5) years demonstrated leadership experience required.

  • NYS licensed and registered qualified health care professional preferred.

  • Minimum of five (5) years member engagement/education experience required.

  • Previous experience in a goal driven environment, with a demonstrated ability to influence required.

  • Vend

  • er management skill a plus. Excellent communication skills required with the demonstrated ability to influence and work cross-functionally and collaboratively. Ability to effectively communicate with providers and community representatives. Ability to develop, motivate, coach and mentor others in a performance based environment. Knowledge of member regulatory rights and managed care responsibilities.

  • Solid conflict management skills, with the ability to identify, research and resolve associate issues and/or concerns.

  • Knowledge of member benefits, health plan resources & community resources strongly preferred.

  • Knowledge of quality metric methodology (ie HEDIS, NCQA, CAHPS, etc.) methodologies preferred.

  • Local travel required. Any Independent Health associate who uses a motor vehicle in the course of their duties representing Independent Health must be compliant with New York State Motor Vehicle laws and must follow the Policy that pertains to Driver’s License Requirements as a condition of employment.

  • Ability to work a flexible schedule required.

  • Solid PC skills required (Word, Excel, Powerpoint).

  • Clinical experience with telephonic member assessment and associated triage preferred.

  • Demonstrated time management skills, with the ability to work in a self-directed manner.

  • Proven examples of displaying the IH values: Passion, Caring, Collaborative, Respectful and Accountable.

  • Maintains confidentiality and uses only the minimum amount of protected health information (PHI) necessary to accomplish job related responsibilities.

  • Other duties as needed. Every associate is given a job description upon hire outlining the qualifications, duties, and pay grade of the position. Independent Health reserves the right to change job descriptions as necessary.

  • Independent Health is an equal opportunity employer.

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