Member Engagement Coordinator

Chapters Health•Temple Terrace, FL

About The Position

The Member Engagement Coordinator welcomes Members and their families to the CareNu community, completes initial assessments to support assignment to an appropriate Care Manager, and helps Members understand and engage with their assigned care model. The Coordinator works with Members, family members, and Care Managers across multiple platforms to explain available benefits, encourage buy-in and adherence, address initial concerns, and ensure smooth handoffs between departments. The role also leads engagement surveys to monitor service quality across product lines.

Requirements

At least one year of experience in healthcare-related roles.
Strong verbal and written communication skills.
Highly organized and self-motivated.
Understanding of basic care-continuum functions.
A solid record of working with patients and families through various mediums.
Satisfactorily complete the competency requirements for the position.

Nice To Haves

Bachelor’s degree in Human Services or a related field preferred.
Bilingual in Spanish preferred.

Responsibilities

Welcome Members and families by phone and explain that they are part of the network.
Evaluate Members’ education needs and explain what an Accountable Care Organization (ACO) is and how Members were selected.
Educate Members about available benefits and resources.
Develop and maintain knowledge of high-needs resources and how CareNu connects Members with resources in the community.
Build rapport and mutual trust with Members and families.
Conduct social determinants of health surveys for all new Members and quarterly thereafter.
Ensure smooth handoffs of Members from the Engagement Department to Care Managers.
Lead customer engagement surveys to monitor excellence among product lines.
Work with Members, family members, and Care Managers across multiple platforms to support understanding, buy-in, and adherence to the assigned model.
Perform other duties as assigned.
Represent the Company professionally in care and services provided to clients.
Comply with applicable government regulations and Company policies, procedures, and standard practices, including requirements related to fraud and abuse.
Observe Company health, safety, and security practices and maintain confidentiality of sensitive information.
Use resources in a fiscally responsible manner.
Promote the Company through participation in community and professional organizations.
Participate in performance improvement and Quality Assessment and Performance Improvement activities as appropriate.
Improve professional knowledge and skills, advance electronic media skills, support research and educational activities, and share expertise with coworkers.