Member Engagement Specialist

Summary

Join Homeward in addressing healthcare challenges in rural America! As a Member Engagement Specialist, you will play a vital role in supporting our mission by contacting prospective and current members via telephone to introduce them to Homeward’s health navigation and clinical services. You will schedule appointments, ensure accurate documentation, and transfer clinical inquiries to the appropriate team. This role requires strong communication, empathy, and attention to detail. You will build rapport with members and their families. Homeward offers a competitive salary, benefits, and opportunities for professional growth. The position requires experience in a healthcare call center and proven success in meeting performance targets. Homeward is committed to providing high-quality healthcare to rural communities.

Requirements

• Minimum of 1+ years experience in a healthcare call center or member/patient engagement environment
• At least 1-2+ years of contact-center technology experience specifically Genesys
• At least 1-2+ years of sales experience
• Proven track record of meeting or exceeding performance targets, particularly in member/patient engagement or sales-related roles
• Proficiency in multitasking and operating in a high-paced environment
• Exceptional attention to detail, with the ability to listen and respond appropriately to member needs and concerns
• Excellent communication skills, with the ability to interact effectively with various stakeholders and convey information clearly
• Empathetic, member-first attitude and approach, demonstrating patience and understanding in every interaction
• Highly detail-oriented: you routinely catch the little things that others miss or overlook
• Commitment to upholding Homeward’s Mission, Vision, and Values

Responsibilities

• Conduct outbound calls and answer inbound calls from members to build awareness of Homeward’s Services
• Schedule appointments for members using our internal scheduling platform, ensuring accuracy and efficiency
• Ensure complete and accurate documentation, maintaining detailed information to ensure a successful and meaningful member experience
• Field and appropriately transfer clinical inquiries to the Clinical team, with the support of your leaders
• Builds deep trust and rapport with members and their families/stakeholders

Preferred Qualifications

• Proficiency with Genesys
• Experience working with seniors in a healthcare setting is a plus
• Experience working in a remote environment and with virtual care offerings
• In-depth knowledge of Medicare is a bonus but not required
• Proficiency in Google Suite and Slack

Benefits

• Medical, dental, and vision insurance with 100% of monthly premium covered for employees
• Competitive salary and possible equity grant
• Supplemental performance bonus opportunities
• Relocation and travel reimbursement
• Loan repayment support
• Company-sponsored 401k plan + match
• Generous paid time off
• Comprehensive training provided