Member Engagement Specialist (Remote) - Healthcare

Esperta Health

1d•Remote

About The Position

Esperta Health is seeking a compassionate, motivated, and results-oriented Member Engagement Specialist to join our growing team. This fully remote role is responsible for proactively engaging health plan members who have been identified as potential candidates for Esperta's specialized wound care services. The Member Engagement Specialist serves as the first point of contact for prospective patients, educating them about the benefits of wound care treatment, assessing their needs, overcoming barriers to care, and facilitating connections to Esperta's clinical care teams. This role plays a critical part in improving patient outcomes, reducing avoidable hospitalizations, and ensuring members receive timely access to high-quality wound care services.

Requirements

High school diploma or equivalent.
Minimum of 2 years of experience in healthcare outreach, patient engagement, customer service, care coordination, call center operations, or related fields.
Excellent verbal communication and active listening skills.
Ability to build rapport and establish trust over the phone.
Strong organizational skills and attention to detail.
Proficiency with CRM systems, electronic documentation, and Microsoft Office applications.
Ability to work independently in a remote environment.
Bilingual (English/Spanish).

Nice To Haves

Experience working with Medicare, Medicare Advantage, Medicaid, or managed care populations.
Experience in healthcare navigation, care management, patient advocacy, or chronic disease management.
Knowledge of wound care, home health, post-acute care, or population health programs.
Passionate about helping patients access care.
Comfortable making a high volume of outbound calls.
Empathetic and patient-focused.
Self-motivated and accountable.
Skilled at overcoming objections and encouraging patient participation.
Able to balance productivity with a personalized member experience.

Responsibilities

Conduct outbound phone outreach to health plan members identified through targeted member lists.
Build trust and rapport with patients and families through professional and compassionate communication.
Educate members on Esperta's wound care services and the benefits of early intervention.
Explain available treatment options and assist members in understanding the wound care journey.
Identify and address barriers to care, including transportation challenges, scheduling concerns, financial constraints, and adherence issues.
Facilitate referrals and appointments with Esperta clinical providers.
Coordinate with internal care teams to ensure smooth member onboarding and timely follow-up.
Document all outreach activities, member interactions, and outcomes accurately within company systems.
Escalate urgent clinical concerns to appropriate care team members according to established protocols.
Support efforts to re-engage members who have previously declined services or missed appointments.
Meet established outreach, engagement, and conversion goals.
Maintain compliance with HIPAA and all applicable healthcare regulations.
Participate in ongoing training, coaching, and quality improvement initiatives.
Provide feedback regarding member needs, common barriers, and opportunities to improve engagement strategies.