Copy of Member Enrollment Specialist

Livara Health, Inc.

40d•$24 - $26•Remote

About The Position

Livara is looking for a Member Enrollment Specialist to provide friendly, informative and engaging interactions with eligible new members. This role is responsible for identifying and connecting with potential members, educating them about our comprehensive bone and joint services in pursuit of converting them to Livara members, assisting them with the enrollment process and scheduling them with the appropriate medical provider. As the Member Enrollment Specialist, you will be a critical part of the team serving as that first point of contact between the Member and Livara. We are looking for an experienced professional with impeccable attention to detail, sharpened customer service skills with a healthcare focus, and a genuine interest in promoting the benefits of the Livara program and helping members navigate their experience with Livara on the road to healing!

Requirements

High School Diploma
2+ year of sales experience, outbound call center experience in a healthcare field, health plan/provider member engagement or community health worker experience
Goal-oriented with proven experience meeting or exceeding metrics (ex: call volume, first-call resolution, customer satisfaction, etc.)
Internet Connectivity – Min Speeds: 3.8Mbps/3.0Mbps (up/down): Latency 60 ms

Nice To Haves

Bachelor’s degree in healthcare administration, business administration, or related field
4+ years of sales experience, outbound call center experience in a healthcare field, health plan/provider member engagement or community health worker experience
Bilingual in English and Spanish
Prior experience with strong emphasis in customer service, computer skills and phones
Effective interpersonal and customer relations skills.
Strong professional level of written and oral communication skills as well as active listening skills.
Ability to diffuse volatile situations and use good judgment and tact in dealing with members.
Strong problem-solving and decision-making abilities
Knowledge of medical terminology
Ability to multitask effectively and efficiently
Proficient in CRM, Call Center Tools, Microsoft Office and Google Drive
Ability to utilize resources in an organized manner.

Responsibilities

Conduct outbound cold calls to eligible members and explain the benefits of our bone and joint services.
Follow up with leads and referrals to convert them into enrolled members
Provide telephonic, written, digital and face-to-face outreach and engagement services for eligible members
Foster trust quickly with eligible members, serving as the initial face of Livara and primary point-of-contact for members through enrollment
Guide members through the enrollment process, including answering questions, assisting with paperwork and handing off to the care team.
Maintain accurate records of calls, contacts, and member enrollment status using CRM software or other tracking systems.
Collaborate with healthcare providers, insurance companies, and internal teams to ensure seamless enrollment and program participation.
Provide information on available services and insurance options tailored to individual member needs.
Ensure compliance with all regulations, including HIPAA and privacy laws, when handling member information.
Meet or exceed daily, weekly, and monthly enrollment targets and adapting strategies to meet targets
Demonstrate a commitment to teamwork, promoting healthy working relationships, and supporting team goals and objectives.
Provide training and mentoring to new team members as directed by leadership.
Assist with daily departmental maintenance and workflow as needed.
Promote a positive work environment by respecting team members' values and opinions.
Provide clear, professional communication with members, clinicians, and team members.
Greet members on the phone in a professional and friendly manner, answering inquiries or referring them to appropriate resources.
Handle member complaints with discretion and professionalism, using independent judgment when necessary.
Perform medical admin tasks as required (ex: insurance verification, pre-authorization, medical record & billing requests, payment collection, etc.)
Other duties as assigned