Engagement Coordinator

Lucet

4h•Remote

About The Position

The Engagement Coordinator plays an important role in reaching out to our active insured members to schedule their annual wellness/benefit exam. This role involves making outbound calls using a Progressive dialer, while being held accountable to minimum required that are in line with industry standards. Member Relationship Building & Communication Build strong, sustainable relationships with members through effective customer service techniques across all communication platforms. Identify member needs, clarify information, and provide timely, accurate guidance and solutions. Appointment Coordination & Support Assist members with scheduling, rescheduling, and canceling appointments while coordinating with family members, caregivers, or healthcare proxies. Provide clear instructions and education to prepare patients for in‑home exams and scheduled services. Operational Efficiency & Documentation Manage high volumes of inbound/outbound calls, emails, chats, and texts while maintaining service quality. Accurately document member interactions, appointment outcomes, data entry tasks, and other details that support the primary care team.

Requirements

Minimum of a High School diploma
Recent experience in a healthcare setting and/or 2-3 years of experience working in an outbound, sales focused, customer centered, production driven environment
Understanding of medical terminology
Proficient with Microsoft Office Suite and Dialer experience.
Flexibility and ability to adapt to changing work aspects that may include different campaigns, lists, leads, making manual calls, reminder calls, and follow up text messages as needed.
Ability to work schedule of Monday through Friday between 9am-6pm EST
Ability to pass background check upon hire and throughout employment to include criminal felony & misdemeanor search, SSN validation/trace search (LEIE), education report (highest degree obtained), civil upper and lower search, 7-year employment report, federal criminal search, statewide criminal search, widescreen plus national criminal search, health care sanctions-state med (SAM), national sex offender registry, prohibited parties (OFAC) (terrorist watchlist), and a 10-Panel Drug Screen.

Nice To Haves

Serving everyone with compassion and leading with empathy.
Stepping up and creating value by taking charge and acting when there is an opportunity.
Adapting in a changing world by recognizing our responsibility to be agile and respond quickly.
Nurturing growth and belonging by respecting and celebrating everyone for who they are.
Strong interpersonal and communication skills, with the ability to work effectively with diverse populations and flexibility in managing conversations around a variety of member needs and presenting concerns.
Effective critical thinking and problem-solving skills.
Demonstrated ability to establish trust quickly and motivate members through an engaging motivational approach.
Convey confidence and understanding of member needs and care resources.
Ability to problem solve and arrive at solutions timely and with consideration of the end user in mind.
Remains positive and keeps forward momentum when faced with challenges.
Have the ability to relate to others and connect quickly.
Demonstrate persistence in meeting objectives and personal development goals.

Responsibilities

Build strong, sustainable relationships with members through effective customer service techniques across all communication platforms.
Identify member needs, clarify information, and provide timely, accurate guidance and solutions.
Assist members with scheduling, rescheduling, and canceling appointments while coordinating with family members, caregivers, or healthcare proxies.
Provide clear instructions and education to prepare patients for in‑home exams and scheduled services.
Manage high volumes of inbound/outbound calls, emails, chats, and texts while maintaining service quality.
Accurately document member interactions, appointment outcomes, data entry tasks, and other details that support the primary care team.

Benefits

Hourly compensation between $17.95 - $19.15, PLUS a quarterly performance-based, discretionary incentive.
Comprehensive health benefit options: Medical, dental, and vision coverage
401(k) with competitive employer match
Company-paid life and disability insurance
Paid parental leave and wellbeing incentives
Generous paid time off, including volunteer time
Flexible spending accounts for healthcare and dependent care
Professional development opportunities and tuition reimbursement
Remote work flexibility (role-dependent)
Opportunity for meaningful growth, both personally and professionally, where your unique background and experience is welcomed and valued.