Manager, Member Outreach

• LocationRemote - United States
• Job CategorySUD Home
• Employee TypeFT Exempt

Description Member Outreach Manager Overview The Member Outreach Manager is responsible for leading and developing a team of Member Outreach Specialists dedicated to connecting individuals with the support and services they need. Reporting to the Director of Member Outreach, this role drives member engagement strategies, oversees team performance, and ensures consistent execution of outreach initiatives across multiple markets.

The ideal candidate is a collaborative and results-oriented leader with exceptional communication skills, a passion for helping vulnerable populations, and a proven ability to motivate teams in a fast-paced, mission-driven environment. This individual will partner closely with operational and clinical teams to improve member engagement, support enrollment goals, and continuously enhance outreach effectiveness through data-driven decision making and innovative engagement strategies.

Why Wayspring? We are passionate about breaking barriers alongside those with complex behavioral health needs. Whether you’re in the field or in the corporate office – our mission is felt, and your impact is recognized. There is no inner circle, and we all have a seat at the table. Leaders are accessible and silos are avoided. We respect your craft and love to be challenged. We invest not only in our mission, but in each other. Internal promotions and cross departmental training are the norm – you grow, we grow.

Responsibilities of the Member Outreach Manager

• Manages, coachces and develops assigned member outreach specialist staff team members
• Ensures staff are following member outreach protocols
• Assists staff in achieving monthly targets
• Completes supervision with member outreach specialist
• Provides monthly reports
• Provides training to all new member outreach specialists
• Works across markets to provide trainings on engagement
• Completes administrative tasks as assigned
• Initiates creative strategies to facilitate member contact, including some in-person opportunities
• Maintains performance accountability around member enrollment and achieve performance targets
• Adheres to Wayspring information security and privacy requirements
• Provides training to all new member outreach specialist
• Works across markets to provide trainings on engagement
• Develops appropriate documentation protocols

Requirements

• Minimum of three (3) years of experience in an outreach role, with preferred experience around telephonic outreach
• Has at least 1-2 years of experience in a management or leadership/coaching role
• Demonstrated ability working in a matrixed environment
• The ability to communicate effectively and persuasively is required
• Exceptional verbal communication skills, and effective presentation skills
• Experience with CRM platforms is preferred
• Ability to travel as business needs require (Up to 25%)

Our goal is to foster a workplace where everyone feels a true sense of belonging, is supported, and empowered to thrive. We actively seek different backgrounds, perspectives, and experiences—because we believe that drives better performance and innovation. We’re committed to identifying and removing barriers for the communities we serve.

Benefit Summary Creating a great employee experience takes more than just perks—but let’s be real, those matter too. Here’s how we’re building a company where you, your family, your pets, and your passions can thrive.

• Comprehensive Medical, Dental and Vision Insurance options – including options for your pets!
• Company funded HSA + Monthly Gym Allowance
• Paid parental leave – all parents included!
• Company paid short term disability, long term disability and life insurance
• 401k with company match
• Premium Employee Assistance Program, inclusive of counseling sessions
• Pardon and Expungement Scholarship Program
• Company Contributions to Future Minded Savings (HSA and Emergency savings fund)
• Generous PTO package (accrual policy based on years of service) and an additional 10 paid company holidays
• Company 2 week paid sabbatical program!
• Provider Benefits include ASAM training and membership + $2,500 CEU annual stipend and more!