Member Engagement Lead

Movn Health•Los Angeles, CA

3d•Remote

About The Position

This is a ground-floor role. You’ll be the first dedicated member of a Member Engagement function at Movn Health, which means you’ll own 100% of the output from day one — no hand-holding, no ramp-up runway, and no one to pass the ball to. What you will have is a team that backs you, a mission worth showing up for, and the real opportunity to build this function from the ground up as we grow. Our members are cardiac patients — people recovering from heart attacks, bypass surgery, and serious cardiovascular events. The stakes of engagement are real: a missed visit isn’t just an empty slot, it’s a recovery that stalls. You’ll need to approach this population with genuine warmth and clinical sensitivity, meeting patients where they are emotionally while still holding them accountable to showing up. We’re looking for someone who has done this before at a company operating in a similar space — virtual care, digital health, chronic care management, or specialty care — and who can point to a track record of panels that showed up, utilization rates that moved, and care teams whose schedules stayed full. You know how to build rapport with a stranger in 90 seconds, pivot to text when a call goes unanswered, and send a voice note that actually gets a callback. As volume grows, this role has a clear path to team lead, where you’d hire, train, and coach a small outreach team in your own image. Your mission is straightforward but critical: no patient left behind, no clinical hour wasted. You are the retention engine and the human connection that keeps our members from falling off the program they enrolled in because their cardiologist told them their life depended on it. Scheduling optimization is a natural outcome of doing this job well — but the heart of the role is behavioral motivation, relationship-building, and showing up for patients before they show up for us.

Requirements

3+ years in a member engagement, patient outreach, care coordination, or health coaching role at a virtual care, digital health, or chronic care company — not a traditional clinical or call-center setting.
Demonstrated success driving measurable outcomes: appointment adherence rates, program completion, panel utilization, no-show reduction, or similar metrics you can speak to confidently.
Hands-on experience with multi-channel outreach including inbound/outbound calling, SMS, voicemail drops, and direct mail.
Proficiency with CRM and EHR platforms; experience with eClinicalWorks and/or Customer.io is a strong plus.
Comfortable in Google Sheets for tracking, reporting, and managing panel data.
A natural on the phone — warm, unhurried, credible, and able to meet patients where they are without sounding scripted.
Strong bias toward action and personal accountability; you don’t wait to be told what to do and you don’t let gaps in the schedule sit.
Comfortable operating in ambiguity and building the plane while flying it — this is a startup.
High emotional intelligence and cultural sensitivity when working with diverse patient populations.
Sharp organizational skills and the ability to manage a large panel without letting anyone fall through the cracks.
HIPAA-fluent and committed to member privacy in all communications.

Nice To Haves

Experience in cardiac, pulmonary, behavioral health, chronic disease management, or other high-stakes specialty care programs where patient follow-through has real clinical consequences.
Experience helping build or document outreach SOPs, scripts, or engagement playbooks.
Background in motivational interviewing or behavior change communication.
Bilingual (English/Spanish strongly preferred).
Mission-driven orientation — you understand that for our members, this isn’t a wellness program, it’s cardiac recovery.

Responsibilities

Conduct warm, structured intake calls with newly enrolled members between enrollment and their first care visit — setting expectations, building trust, and ensuring they are informed and committed before their program even begins.
Educate members on what to expect from their Movn care experience, address questions and anxieties that could become barriers to engagement, and establish yourself as their advocate from day one.
Capture and document key intake information accurately in eClinicalWorks and our CRM; flag social, logistical, or clinical barriers for the care team to address proactively.
Proactively manage a patient panel to maximize program completion, appointment attendance, and treatment adherence across the full 12-week program and into maintenance.
Monitor upcoming schedules daily and execute timely, personalized outreach to members who are at elevated risk of canceling or dropping off — reaching them before the gap becomes a habit.
Deploy multi-channel outreach sequences — phone calls, SMS/text, voice notes, direct mail, and messaging via Customer.io — calibrated to each member’s communication preferences and response patterns.
Serve as a genuine accountability partner, building real human connections that make members feel rooted for at every stage of their recovery.
Respond rapidly to same-day cancellations and no-shows to fill open slots on care manager and clinician schedules, minimizing idle clinical time and protecting billable visit volume.
Treat every empty slot as a puzzle and every missed appointment as a lost opportunity for a patient’s recovery — and act accordingly.
Maintain a working knowledge of panel-wide readiness so you can quickly and confidently identify the right member to fill a gap.
Professionally manage inbound patient, provider, and partner inquiries across all channels, ensuring every interaction reflects Movn’s standard of care.
Partner with Care Managers, Medical Assistants, and Providers to relay critical patient information, flag changes in patient status, and keep clinical workflows moving.
Maintain meticulous data integrity across eClinicalWorks, CRM, and Google Sheets so the whole team is working from accurate, current information.
Track your own engagement metrics — contact rate, show rate, program completion rate, cancellation recovery rate — and report weekly against defined KPIs.
Identify patterns in member disengagement and surface actionable insights to leadership to improve outreach protocols, messaging cadences, and scheduling workflows.
Build and document the outreach scripts, templates, and SOPs that will become the foundation for a future engagement team.