Engagement Coordinator II
About The Position
Medica is a nonprofit health plan serving over a million members across several states, focusing on personalized healthcare experiences and provider partnerships. The Engagement Coordinators are responsible for engaging and triaging members to appropriate care support programs through telephonic outreach. They conduct outbound calls using a structured assessment process to identify member needs and determine eligibility for case management enrollment. This role requires strong customer service skills, the ability to articulate the organization's mission, and maintain confidentiality. Ideal candidates are effective at phone work and possess comprehensive knowledge of Medica's Care Management programs.
Requirements
- High School diploma, equivalent combination of education and work experience
- 2+ years’ experience in a member-facing telephonic engagement or related experience
Nice To Haves
- Experience in a customer service, call center, managed care or health care related corporate environments preferred
- Self-starter, independent functioning with strong organizational, service and communication skills
- Experience collaborating with providers and other health professionals preferred
- Strong communications, service and people skills including empathy and non-judgmental approach with emphasis on conciseness and ability to decipher undertones and unspoken messages
Responsibilities
- Conduct proactive outbound outreach to health plan members to introduce and promote case management programs, averaging approximately 40 outbound calls per day
- Educate members on the benefits and value of case management services, helping them understand available resources and support options
- Assess member needs through meaningful conversations, identifying gaps in care and determining eligibility or appropriateness for case management enrollment
- Build rapport and establish trust with members through active listening, empathy, and effective communication techniques
- Successfully engage and enroll eligible members into case management programs by understanding individual health and support needs
- Support administrative functions such as reporting, inbox management, tracking outreach activities, and maintaining program records
- Collaborate closely with case managers, care coordination teams, and internal stakeholders to ensure seamless member engagement and support
- Performs other duties as assigned
Benefits
- competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
