Member Engagement Specialist (Future Opportunity)

Mae Health•New York, NY

16d•$25 - $28•Remote

About The Position

Mae Health is building a pipeline of qualified professionals for future Member Engagement Specialist opportunities. The role supports members throughout their experience with Mae Health, from learning about doula services to scheduling visits and maintaining engagement throughout the perinatal journey. Specialists connect with members primarily by phone, coordinate doula matches, follow up on appointments, and help address barriers to care. They work with Care Coordinators, Doula Experience Specialists, and market teams to keep members informed, supported, and connected to resources. This position reports to the Member Services Manager. The position is described as full-time, temporary W-2 employment, remote within the U.S. and subject to approved hiring locations. The schedule is 40 hours per week, Monday through Friday, generally during established business and member outreach hours. Compensation is $25.00 to $28.00 per hour. Assignment duration and any possible extension will be communicated if an approved opportunity becomes available; extension or transition to regular employment is not guaranteed. This is a future-opportunities posting, not a currently approved open position. Applying or joining the Future Talent Bench does not guarantee an interview, offer, start date, extension, or transition to regular employment. Candidates whose backgrounds align with anticipated needs may be contacted to confirm interest, availability, and qualifications before the applicable selection process.

Requirements

Two to three years of experience in member services, customer support, patient engagement, care coordination, scheduling, or a related field.
Experience conducting high-volume outbound outreach or working in a call-based environment.
Experience working remotely and using CRM, scheduling, case management, or care coordination systems.
Strong verbal and written communication skills.
Ability to manage multiple responsibilities, changing priorities, and competing deadlines.
Comfort using telephone outreach tools, scheduling platforms, email, and electronic documentation systems.
Ability to work independently while collaborating effectively with a remote team.
Reliable high-speed internet and access to a private workspace suitable for confidential member conversations.

Responsibilities

Conduct proactive, high-volume outreach to enrolled members, primarily by telephone.
Educate members about Mae's doula services and available maternal health support.
Build trust, answer questions, and address concerns that may prevent participation.
Gather and confirm information needed to support appropriate doula matching.
Schedule doula visits and monitor whether appointments are completed.
Follow up with members after missed, canceled, or rescheduled appointments.
Identify members who may be disengaging and take appropriate steps to reconnect them with services.
Maintain timely communication and follow-through throughout the member journey.
Coordinate with Doula Experience Specialists on member-doula matches, confirmations, and rematches.
Monitor member satisfaction with doula services and escalate concerns when additional support is needed.
Help members navigate scheduling challenges and maintain continuity of care.
Accurately document outreach activity, scheduling updates, member interactions, and follow-up needs.
Maintain reliable member records in accordance with Mae's privacy and quality standards.
Collaborate with Care Coordinators, Doula Experience Specialists, and other internal teams.
Share member feedback, identify engagement barriers, and contribute to process improvements.
Complete approximately 50 outbound outreach attempts per workday, primarily by telephone.
Help improve doula utilization and completed visit rates.
Attend required meetings, training, and coaching sessions and comply with timekeeping, overtime, attendance, privacy, and information security policies.