Job Description

The Member Engagement Specialist will focus on engaging with potential members, building trust, and encouraging them to enroll in our Kidney Health Management program. Location: This position is 100% remote for candidates that are located in the Mountain or Pacific time zones.

Responsibilities:

• Proactively contact potential members through various communications channels to explain program benefits and encourage enrollment. Build rapport and trust with members through active listening, empathy, and tailored communication
• Consistently achieve engagement targets as determined by departmental metrics by educating members, addressing their concerns, and demonstrating the value of program participation
• Present a positive, professional, and engaging approach to all prospective members and internal stakeholders, regardless of whether they enroll in the program and drive Healthmap culture through all communications channels
• Follow federal, state and local regulations such as but not limited to HIPAA, security and privacy guidelines when handling protected health information and documenting information in member records to ensure compliance
• Collaborate with internal teams to share feedback and continuously improve outreach strategies, documenting and diffusing concerns to leadership where applicable
• Performs other duties as assigned

Requirements:

• High school diploma or equivalent is required, College coursework or degree preferred
• 2 years of experience in sales, customer service, or a related field required. Background in healthcare, wellness, or population health management is preferred
• Experience using Customer Relationship Management (CRM) tools and working with contact center software is preferred
• Ability to work in an in-person, hybrid, or HIPAA-compliant remote setting depending on business needs
• Flexibility to work evenings, weekends, or adjusted schedules to maximize member outreach opportunities is preferred
• Bilingual English/Spanish fluency preferred

Skills:

• Exceptional verbal and written communication skills with the ability to tailor messaging to diverse audiences
• Strong persuasive and negotiation abilities with a focus on understanding individual member needs
• Confidence in overcoming objections and barriers to enrollment while treating all members with respect, compassion, and empathy
• Excellent organizational skills and attention to detail to manage multiple tasks and member records
• Ability to thrive in a performance-driven environment
• A growth mindset with a willingness to learn and adapt to new strategies and tools

Travel:

• Limited Travel, Scheduled per needs of the business

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