Member Enrollment Specialist

Summary

Join Livara as a Member Enrollment Specialist and engage with eligible new members, educating them about bone and joint services. You will be responsible for converting potential members, assisting with enrollment, and scheduling appointments. This role is crucial as the first point of contact between Livara and its members. The ideal candidate possesses strong customer service skills, attention to detail, and a passion for helping others. This remote position offers a competitive salary, bonus potential, and a comprehensive benefits package. The position requires experience in sales and healthcare, along with excellent communication and interpersonal skills.

Requirements

• High School Diploma
• 2+ year of sales experience, outbound call center experience in a healthcare field, health plan/provider member engagement or community health worker experience
• Goal-oriented with proven experience meeting or exceeding metrics (ex: call volume, first-call resolution, customer satisfaction, etc.)
• Internet Connectivity – Min Speeds: 3.8Mbps/3.0Mbps (up/down): Latency 60 ms

Responsibilities

• Conduct outbound cold calls to eligible members and explain the benefits of our bone and joint services
• Follow up with leads and referrals to convert them into enrolled members
• Provide telephonic, written, digital and face-to-face outreach and engagement services for eligible members
• Foster trust quickly with eligible members, serving as the initial face of Livara and primary point-of-contact for members through enrollment
• Guide members through the enrollment process, including answering questions, assisting with paperwork and handing off to the care team
• Maintain accurate records of calls, contacts, and member enrollment status using CRM software or other tracking systems
• Collaborate with healthcare providers, insurance companies, and internal teams to ensure seamless enrollment and program participation
• Provide information on available services and insurance options tailored to individual member needs
• Ensure compliance with all regulations, including HIPAA and privacy laws, when handling member information
• Meet or exceed daily, weekly, and monthly enrollment targets and adapting strategies to meet targets
• Demonstrate a commitment to teamwork, promoting healthy working relationships, and supporting team goals and objectives
• Provide training and mentoring to new team members as directed by leadership
• Assist with daily departmental maintenance and workflow as needed
• Promote a positive work environment by respecting team members' values and opinions
• Provide clear, professional communication with members, clinicians, and team members
• Greet members on the phone in a professional and friendly manner, answering inquiries or referring them to appropriate resources
• Handle member complaints with discretion and professionalism, using independent judgment when necessary
• Perform medical admin tasks as required (ex: insurance verification, pre-authorization, medical record & billing requests, payment collection, etc.)
• Other duties as assigned

Preferred Qualifications

• Bachelor’s degree in healthcare administration, business administration, or related field
• 4+ years of sales experience, outbound call center experience in a healthcare field, health plan/provider member engagement or community health worker experience
• Prior experience with strong emphasis in customer service, computer skills and phones
• Effective interpersonal and customer relations skills
• Strong professional level of written and oral communication skills as well as active listening skills
• Ability to diffuse volatile situations and use good judgment and tact in dealing with members
• Strong problem-solving and decision-making abilities
• Knowledge of medical terminology
• Ability to multitask effectively and efficiently
• Proficient in CRM, Call Center Tools, Microsoft Office and Google Drive
• Ability to utilize resources in an organized manner
• Bilingual: English and Spanish

Benefits

• Medical
• Dental
• Vision
• FSA Plan
• Life Insurance
• Long Term Disability
• 401(k) with a match
• Generous PTO
• Tuition Assistance Program
• Wellness Benefits (Employee Assistance Program, Financial, Mindfulness, etc.)
• Career Growth Opportunities