Member Engagement Specialist (Remote)

Homeward; Houston (TX); Remote; USD 60,000 - 80,000; Full time

Job summary

Homeward is seeking a compassionate Member Engagement Specialist to join their Contact Center team. This role involves reaching out to members to introduce health navigation services, ensuring a welcoming experience, and collaborating with various teams to meet member needs. Ideal candidates will have experience in healthcare call centers and a strong commitment to improving access to care for rural communities.

Benefits

Medical, dental, and vision insurance

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

Qualifications

• Minimum of 1+ years experience in a healthcare call center or member engagement.
• Proven track record of meeting performance targets.
• Exceptional communication skills and member-first attitude.

Responsibilities

• Conduct outbound and inbound calls to introduce Homeward’s services.
• Schedule appointments and maintain accurate documentation.
• Field clinical inquiries to the appropriate team.

Skills

Communication

Empathy

Multitasking

Attention to detail

Tools

Genesys

Google Suite

Slack

Job description

Homeward is rearchitecting the delivery of health and care in partnership with communities everywhere, starting in rural America. Today, 60 million Americans living in rural communities are facing a crisis of access to care. In the U.S. healthcare system, rural Americans experience significantly poorer clinical outcomes. This trend is rapidly accelerating as rural hospitals close and physician shortages increase, exacerbating health disparities. In fact, Americans living in rural communities suffer a mortality rate 23 percent higher than those in urban communities, in part because of the lack of access to quality care.

Our vision is care that enables everyone to achieve their best health. So, we’re creating a new healthcare delivery model that is purpose-built for rural America and directly addresses the issues that have historically limited access and quality. Homeward supports Medicare-eligible beneficiaries by partnering with health plans, providers, and communities to align incentives – taking full financial accountability for clinical outcomes and the total cost of care across rural counties.

As a public benefit corporation and Certified B Corp, Homeward’s mission and business model are aligned to address the healthcare, economic, and demographic challenges that make it challenging for rural Americans to stay healthy. Our Homeward Navigation platform uses advanced analytics to connect members to the right care and local resources that address social determinants of health and improve holistic health outcomes. Since many rural communities lack adequate clinical capacity, Homeward also employs care teams that supplement local practices and reach people who cannot otherwise access care.

Homeward is co-founded by a leadership team that defined and delivered Livongo’s products, and backed most recently by a $50 million series B co-led by Arch Ventures and Human Capital, with participation from General Catalyst for a total of $70 million in funding. With this leadership team and funding, Homeward is committed to bringing high-quality healthcare to rural communities in need.

The Opportunity

Join us in tackling healthcare for rural America! We seek a compassionate and detail-oriented Member Engagement Specialist to join our dedicated Member Engagement Contact Center team. As a Member Engagement Specialist, you will play a vital role in supporting our mission by reaching out to prospective and current members via telephone to introduce members to Homeward’s health navigation and clinical services.

As a member of our Engagement team, you will work closely with our in-market teams and cross-functionally with other centralized teams to schedule and engage prospective and current members in meeting a variety of needs. You will be the first point of contact with our prospective and current members and offer a welcoming, empathetic, and helpful experience.

What You'll Do:

• 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

What You Bring:

• 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.

Bonus Points:

• 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

What Shapes Our Company:

• Deep commitment to one another, the people and communities we serve, and to care that enables everyone to achieve their best health
• Compassion and empathy
• Curiosity and an eagerness to listen
• Drive to deliver high-quality experiences, clinical care, and cost-effectiveness
• Strong focus on the sustainability of our business and scalability of our services to maximize our reach and impact
• Nurturing a diverse workforce with a wide range of backgrounds, experiences, and points of view
• Taking our mission and business seriously, but not taking ourselves too seriously– having fun as we build!
  
  
• 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

The base salary range for this position is $20 - $24 hourly. Compensation may vary outside this range depending on a number of factors, including a candidate’s qualifications, skills, location, competencies and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work at Homeward Health. This role is eligible for an annual bonus, stock options, as well as a comprehensive benefits package.

At Homeward, a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you have yet to gain experience in the areas detailed above, we hope you will share your unique background with us in your application and how it can be additive to our teams.

Homeward is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Homeward is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

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