Location: Multi County – Community-Based (California Residents Only))
Employment Type: In-field (70%) / Office (30%)
Compensation: $22.00 to $25.00 per hour
Schedule: Monday through Friday 8:30AM to 5PM
Work Environment: Hybrid, Field-based
Reports To: Member Engagement Manager
At Pacific Health Group, we care deeply about the people and communities we serve. We meet individuals with kindness, respect, and understanding - listening first, honoring each person’s journey, and offering support without judgment.
Through compassionate, person-centered healthcare, behavioral health services, and social supports, we walk alongside people as they work toward healing, stability, and a healthier, more hopeful life.
& Impact
The Member Engagement Specialist is a high-impact, community-facing role responsible for
driving member growth and engagement across Pacific Health Group’s Enhanced Care
Management (ECM) and Community Supports programs. The majority of this role is spent in
the field—building relationships, generating referrals, and connecting individuals to the
services that can change their lives.This position is the front door to Pacific Health Group for many of our members. The Member
Engagement Specialist actively canvasses community settings—shelters, clinics, hospitals, food
distribution sites, encampments, resource fairs, and partner agency offices—to identify
individuals who qualify for PHG services and support them through enrollment and initial
engagement. This is not a desk job; it is a boots-on-the-ground role that requires initiative,
resilience, and genuine compassion for people navigating complex life circumstances.
In addition to community-based outreach, the Member Engagement Specialist conducts
assessments, facilitates referrals, and ensures accurate, compliant documentation. They serve
as a critical bridge between the community and PHG’s care teams, helping reduce barriers to
care, strengthen continuity of services, and improve health outcomes for Medi-Cal populations
served through Santa Clara Family Health Plan.
What Success Looks Like: A successful Member Engagement Specialist consistently
generates new member referrals through proactive community presence, maintains strong
relationships with partner organizations, and ensures every individual they meet feels
welcomed and supported in connecting to PHG services.
Key Responsibilities
Community-Based Outreach & Referral Generation (Primary Focus – ~50%
of Role)
• Proactively conduct street-level and site-based outreach across Santa Clara County to
identify, engage, and enroll eligible members into ECM and Community Supports
programs.
• Build and maintain a consistent presence at community locations including shelters,
transitional housing sites, hospitals, emergency departments, behavioral health clinics,
food pantries, resource fairs, and encampments.
• Develop and nurture referral relationships with community-based organizations (CBOs),
social workers, discharge planners, clinic staff, law enforcement outreach teams, and
other partners who can refer members to PHG services.
• Represent Pacific Health Group at community events, health fairs, partner meetings, and
coalition gatherings to promote services and expand referral pipelines.
• Distribute PHG outreach and marketing materials to community partners, agencies, and
public-facing locations to increase awareness of available services.
• Conduct warm handoffs by introducing prospective members to Lead Care Managers
and care teams, supporting a seamless transition from outreach to enrollment.
• Track outreach activities, referral sources, and conversion outcomes to support data-
driven outreach strategy and continuous improvement.
• Identify gaps in community awareness of PHG services and recommend targeted
outreach strategies to reach underserved populations.
Member Assessments & Care Coordination (~20% of Role)
• Conduct initial risk assessments in the field and office settings to understand each
member’s health, behavioral health, and social needs.• Review medical and social histories to determine eligibility for programs such as
Enhanced Care Management (ECM) and Community Supports.
• Coordinate with Lead Care Managers and interdisciplinary teams to initiate and support
individualized care plans.
• Ensure timely, thorough documentation in PHG systems in accordance with program
and compliance requirements.
Referral Management (~10% of Role)
• Facilitate referrals to internal programs and external providers, ensuring timely access to
care and community resources.
• Communicate with clinics, specialists, hospitals, and community-based organizations to
support successful member engagement.
• Track referral outcomes and close referral loops, identifying and addressing barriers to
access as needed.
Virtual & Phone-Based Member Support (~10% of Role)
• Serve as a point of contact for assigned members via phone, text, and virtual check-ins.
• Conduct follow-up outreach to support continuity of care and ongoing engagement.
• Collaborate with care managers, healthcare providers, and family members to address
challenges and support member goals.
Quality, Documentation & Re-Engagement (~10% of Role)
• Maintain accurate, timely, and HIPAA-compliant documentation across PHG systems for
all outreach contacts, referrals, and member interactions.
• Support quality assurance efforts by auditing data for completeness and participating in
continuous quality improvement initiatives.
• Collect and share member feedback to inform service enhancements and outreach
workflow improvements.
• Conduct structured re-engagement efforts for inactive members via phone, text, virtual,
and in-person outreach.
• Support enrollment, scheduling of assessments, and collection of required
documentation.
• Support appropriate disenrollment processes in alignment with health plan requirements
and documentation standards.
Requirements
Qualifications
Required
• High school diploma or equivalent; associate’s or bachelor’s degree in social work,
public health, human services, or related field preferred.
• Minimum 1–2 years of experience in community outreach, street outreach, member
engagement, or a related community-facing role within healthcare or social services.• Demonstrated ability to build relationships and trust with individuals experiencing
homelessness, mental health challenges, substance use disorders, and other complex
needs.
• Experience working with Medi-Cal populations, managed care, or safety-net healthcare
systems preferred.
• Comfort and confidence engaging individuals in non-traditional settings such as
encampments, shelters, emergency rooms, and on the street.
• Valid California driver’s license, reliable transportation, and willingness to travel
throughout Santa Clara County daily.
• Bilingual in English and Spanish, Vietnamese, or Mandarin strongly preferred.
Skills & Competencies
• Strong interpersonal and rapport-building skills with diverse populations.
• Self-motivated and able to work independently in the field with minimal supervision.
• Excellent organizational skills with the ability to track outreach activities, referrals, and
follow-ups.
• Cultural humility and trauma-informed communication approach.
• Proficiency with electronic health records, care management platforms, and basic
computer applications.
• Ability to remain calm, compassionate, and professional in challenging or unpredictable
community environments.
• Team-oriented with strong collaboration skills across departments and with external
partners.
Physical Requirements & Work Environment
• This role requires regular travel throughout Santa Clara County, including driving to
community sites, walking through various terrain, and spending extended periods
outdoors in all weather conditions.
• Ability to stand, walk, and move through community settings for extended periods.
• Occasional lifting up to 25 lbs (outreach materials, supplies).
• Flexible schedule may include occasional early mornings, evenings, or weekends to
align with community events and member availability.
Pacific Health Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an
inclusive environment for all employees. All qualified applicants will receive consideration for employment without
regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any
other protected characteristic.
Benefits
Benefits:
Our mission here at Pacific Health Group is to improve the overall health and wellbeing of the communities we serve. We are committed to providing compassionate, equitable and individualized healthcare, behavioral health services, and social support to enable people to achieve their highest potential for life.
