Member Engagement Coordinator

TenderHeart Health Outcomes•San Antonio, TX

15h

About The Position

This role focuses on patient conversion and outreach, involving making outbound calls to educate patients about incontinence supply services and guide them through the enrollment process. It also includes handling inbound calls, addressing patient objections, meeting conversion targets, and managing a lead pipeline. Additionally, the role involves administrative tasks such as verifying patient information, collecting clinical data, managing paperwork with physician offices, and logging patient records. Relationship management with referral sources and communication with healthcare partners are also key aspects, along with escalating customer service issues and documenting interactions.

Requirements

Ability to make outbound calls to patients, educating them on services and guiding them through enrollment.
Skill in handling high-volume inbound calls with urgency, professionalism, and a conversion-focused mindset.
Capability to address patient objections and hesitations and pivot to solutions.
Proficiency in meeting or exceeding opt-in conversion targets.
Experience in managing a pipeline of leads and following up consistently.
Ability to verify patient demographic information and confirm payor source and eligibility.
Skill in collecting clinical information for physician approval.
Proficiency in sending required paperwork to physician offices and following up for timely return.
Ability to log completed patient records, release items for delivery, or route for insurance authorization.
Experience in obtaining initial insurance authorization.
Ability to advise referral sources on referral status.
Skill in maintaining positive relationships with healthcare partners and account managers.
Capability to identify alternative resources for patients THO is unable to serve.
Ability to escalate customer service issues to management promptly and appropriately.
Proficiency in documenting all calls and patient interactions in accordance with company policies and procedures.

Responsibilities

Make outbound calls to patients referred by healthcare providers, educating them on THO's incontinence supply services and guiding them through the opt-in enrollment process.
Handle high-volume inbound calls from patients, caregivers, and referral sources with urgency, professionalism, and a conversion-focused mindset.
Confidently address patient objections and hesitations (whether related to cost, convenience, or familiarity) and pivot to solutions that move the patient toward enrollment.
Meet or exceed opt-in conversion targets as defined by each project's scope and timeline; track personal conversion activity and adjust outreach approach to improve results.
Manage a pipeline of leads and follow up consistently until each patient makes a decision.
Verify patient demographic information (delivery address, phone number, size, attending physician) and confirm payor source and eligibility.
Collect clinical information needed for physician approval: monthly supply amounts, length of service, supporting diagnosis, NPI number.
Send required paperwork to physician offices and follow up tenaciously to ensure timely return of all signed documentation.
Log completed patient records, release items for delivery, or route for insurance authorization per payer specifications.
Obtain initial insurance authorization as required.
Advise referral sources on referral status and maintain positive, ongoing relationships with healthcare partners and account managers.
Identify alternative resources for patients THO is unable to serve, ensuring every interaction reflects the company's mission and values.
Escalate customer service issues to management promptly and appropriately.
Document all calls and patient interactions in accordance with company policies and procedures.