Engagement Coordinator II

Medica•,

10d•$41,300 - $61,950•Remote

About The Position

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for. We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration — because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued. Medica's Engagement Coordinator II is responsible for engaging members and connecting them to appropriate care coordination and health support services. This role conducts high-volume outbound telephonic outreach to members who have not yet engaged with available care coordination programs, helping them understand the benefits and resources available through Medica. The Engagement Coordinator serves as a key point of contact for members, assesses non-clinical needs, promotes participation in care coordination services, and supports members in accessing healthcare resources and covered benefits. This position requires strong communication skills, a customer-focused approach, and the ability to effectively engage members over the phone. Perform other duties as assigned.

Requirements

High school diploma or equivalent combination of education and experience
Minimum of 2 years of experience in telephonic member engagement, customer service, call center operations, healthcare support, or a related field

Nice To Haves

Experience working directly with customers, members, patients, or clients in a service-focused environment
Strong verbal communication and active listening skills
Ability to effectively engage members over the phone and build rapport
Basic computer proficiency and experience navigating multiple systems simultaneously
Experience in managed care, health insurance, healthcare, or population health environments
Prior experience in a customer service or call center setting
Knowledge of care management, care coordination, or member engagement programs
Experience supporting members with healthcare navigation or access to community resources
Strong customer service orientation with a professional and empathetic approach
Ability to confidently conduct high-volume outbound phone outreach
Excellent verbal, written, and interpersonal communication skills
Ability to engage members in meaningful conversations and promote participation in available programs
Strong organizational skills and attention to detail
Ability to prioritize, manage multiple tasks, and meet productivity expectations
Effective problem-solving and critical-thinking skills
Ability to work independently while maintaining collaboration with a remote team
Experience documenting interactions accurately and thoroughly
Proficiency with Microsoft Office applications and ability to learn new systems quickly
Ability to handle sensitive and confidential information appropriately
Ability to listen, communicate, document, and navigate systems simultaneously while on calls

Responsibilities

Conduct outbound telephonic outreach to members to support engagement with care coordination and health management services
Manage a member caseload of approximately 500-600 assigned members
Complete a minimum of 20 outbound calls per day, with call volume frequently exceeding that threshold
Educate members on available care coordination services, healthcare resources, and covered benefits
Assess member needs using established protocols and connect members with appropriate programs and services
Encourage participation in health assessments and care coordination programs
Assist members in accessing healthcare services, community resources, and support programs
Support care coordination activities, including documentation, follow-up, and member service coordination
Monitor member needs and escalate clinical or complex concerns to the appropriate Care Coordinator or clinical staff
Maintain accurate and timely documentation in accordance with organizational, contractual, and regulatory requirements
Assist with appointment coordination, transportation arrangements, and other member support needs as appropriate
Participate in team meetings, training, mentoring, and quality improvement initiatives
Maintain a high level of customer service while supporting Medica's mission, vision, and values