Member Engagement Coordinator

Jukebox Health, Inc.; United States; Remote; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Equity for new hires

Remote work stipend

Job summary

Jukebox Health, Inc. is seeking a compassionate Member Engagement Coordinator to be the primary contact for clients and care coordinators throughout the service journey.

You will guide members from initial contact through post-project satisfaction, scheduling occupational therapy evaluations and coordinating with plan partners. In this remote-first role, you will manage communications across members, caregivers, therapists, and health plans, ensuring timely updates and high-quality interactions

Qualifications

• 2+ years in a high call volume, customer-facing role involving phone-based work or care coordination.
• Demonstrated compassion and commitment to delivering a great member experience.
• Ability to build rapport quickly with empathy, including with older adults or high-needs populations.
• Ability to switch context between stakeholders (members, caregivers, therapists, project managers, health plan partners).
• Comfort in a fast-evolving environment and high-quality delivery across multiple tools.

Responsibilities

• Make high-volume outbound calls to new and referred members.
• Schedule occupational therapy evaluations and manage reminders to ensure attendance.
• Provide timely project updates to members and avoid escalations.
• Handle inbound inquiries with care and capture context for handoffs.
• Access member and program data to answer questions and coordinate with internal teams.
• Document interactions accurately in the CRM.

Skills

Phone-based work

Care coordination

Empathy

Verbal & written communication

Organization

Remote tools

Tools

CRM

Cloud phone system

Email

Text/messaging platforms

Job description

At Jukebox Health, our mission is to empower everyone to live safer, healthier, more independent lives at home. We partner with health plans to make homes safer and more accessible for older adults and high-needs populations. We achieve this by combining technology with networks of clinicians, suppliers, and installers to deliver personalized home modifications and environmental supports nationwide. Founded by experienced entrepreneurs, Jukebox Health is a fast growing healthcare services company backed by top venture capital firms like Valtruis and The Home Depot.

We are seeking a compassionate and detail-oriented Member Engagement Coordinator to serve as the primary point of contact for clients and partner care coordinators in our service delivery process.

You’ll be the first voice our members hear on their Jukebox Health journey and their go‑to contact from there. You’ll guide each member from first call through their post-project completion satisfaction survey and everything in between. Specifically, scheduling initial occupational therapy evaluations, owning the front line for member communications, answering questions, resolving concerns and bringing in the right teammates when needed. You’ll also be a responsive point of contact for our health plan and referral partners.

If you lead with warmth, move with urgency, and take pride in the quality of every member interaction, we’d like to hear from you.

Key Responsibilities

Proactive outbound communication

• Make high-volume outbound calls throughout the member journey, starting with newly referred members who are often meeting Jukebox Health for the first time
• Schedule members with their assigned occupational therapist to start the home modification process, and make appointment reminder calls throughout to confirm attendance, address concerns, and reschedule when needed
• Keep members informed on their projects with timely updates and clear next steps, to reduce member friction and prevent avoidable escalations
• Handle all inbound communication with care, including callback requests
• Quickly pull together member and program information to resolve questions and hand off to the right internal team with clear context when necessary
• Document every interaction accurately and on time in our internal CRM

Partner communication

• Respond to health plan and referral partners with clear, professional writing
• Apply each partner's specific program rules and requirements when handling projects
• Uphold Jukebox Health's values and communication standards with every touchpoint

Quality growth and scale

• Participate in call reviews and coaching, and use feedback to keep improving
• Share what you hear from members and partners to help us improve our guides, tools, and processes
• Adopt updates quickly as they roll out; participate in testing new features, provide feedback so we can iterate, and lead with a can-do attitude

Qualifications

Required

• 2+ years in a high call volume, customer-facing role involving phone-based work, care coordination, or client services
• A genuine commitment to members and to delivering a great experience, including a track record of going the extra mile
• Ability to build rapport quickly and communicate with empathy, especially with older adults or high-needs populations
• Ability to switch context quickly between stakeholders with different needs (members, caregivers, occupational therapists, project managers, and health plan partners)
• Comfort in an environment where processes evolve quickly, with the flexibility to absorb new guidance and keep quality high through the change
• Excellent verbal and written communication
• Strong organization and follow-through
• Comfort working in a remote, tech heavy environment where you'll move between multiple tools throughout the day, including a CRM, a cloud phone system, email, text, and messaging platforms, and keep information accurate across all of them

Preferred

• Experience in healthcare, managed care, home health, or social services
• Familiarity with Medicaid programs, waiver programs, or health plan operations

How We Invest In You

• Generous company-funding of our health, vision, and dental plans
• HSA plans
• Short and Long-Term Disability
• Life and Personal Accident Insurance
• Hospital Insurance
• 401(k) immediately upon hire
• Generous candidate referral program

Time Away

• Unlimited PTO + 10 paid holidays Remote First Team

Remote First Team

• $1000 stipend you can use towards work from home costs
• Frequent team off-sites and get-togethers around the country
• Collaborative team environment
• Monthly Townhalls
• High trust environment
• A laptop and company swag upon hire

Compensation: $65,000 - 75,000/year + new hire company equity

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Jukebox Health’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.