Member Engagement Specialist

Position Summary
The Member Engagement Specialist contacts members by phone to explain the benefits of Healthmap’s Kidney Health Management (KHM) Program. This role is responsible for promoting the benefits and enrolling members referred from health plans and/or providers for the KHM program. The Member Engagement Specialist works diligently to meet department productivity, quality, and customer service goals.

Responsibilities

• Conduct a minimum of outreach calls a day to a targeted list of eligible patients to describe the benefits of Healthmap Kidney Health Management program and enroll
• Follow approved scripts, ensuring members understand and are comfortable with the terms, and respond to resistance persuasively and with professional courtesy
• Present a positive, professional, and high energy approach to members and team members
• Receive inbound self-referral member calls to enroll in Healthmap’s KHM program
• Report member complaints and escalations immediately to Supervisor following the policy and procedure established
• Meet daily/weekly/monthly goals set by the department (i.e., number of outbound calls and enrollments targets) in a remote environment
• Comply with all OSHA and HIPAA policies along with all policies and procedures established by Healthmap
• Perform other duties as assigned

Requirements

• 2+ years of call center experience in a healthcare environment required
• Previous outbound call center or high volume experience working in a metrics driven environment strongly preferred
• A desire to work in an efficient, results-oriented outbound call center environment
• Understanding of medical terminology
• Experience with EMR systems is desired
• Bilingual English/Spanish, preferred

Skills

• Exceptional customer service, active listening, verbal and written communication skills
• Persuasive with the ability to overcome resistance while treating all members with professional courtesy
• Must be compassionate and empathetic
• Ability to multi-task, set priorities, and manage time effectively
• Ability to use multiple systems at the same time, while making calls
• Must be proficient in Microsoft Office: Outlook, Word, Excel, PowerPoint

No Travel

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