Outreach Engagement and Retention Specialist

Northeast Community Clinic•Alhambra, CA

9h•Onsite

About The Position

The Outreach Engagement and Retention Specialist identifies, engages, and enrolls eligible members into the Enhanced Care Management (ECM) program. Serving as the primary outreach and engagement specialist and a key liaison between members, care teams, and health plans, this role helps ensure members receive coordinated care addressing medical, behavioral, and social needs. The role operates with a high degree of independence and initiative, taking ownership of outreach workflows, systems, and member relationships at the primary access point of care. The position is onsite Monday through Friday, 8:00 a.m. to 5:00 p.m., with flexibility to work evenings and weekends based on operational needs. Hours worked may exceed 40 hours per week. The work is mostly sedentary in a standard office or clinic setting, with regular communication and computer use. The employee must maintain attention to detail despite interruptions and perform the physical activities described under Working Conditions.

Requirements

Proficiency in Microsoft Office, including Word, Excel, Outlook, and PowerPoint.
Excellent communication skills.
Excellent customer service skills and bedside manner.
Bilingual English/Spanish required.
Ability to work as a team player and independently.
Ability to handle complex, multifaceted tasks and systems.
High school diploma or GED required.
At least one year of experience in a customer service, call center, or patient-facing role.
Strong organizational skills and attention to detail.
Valid California driver’s license and proof of insurance.

Nice To Haves

Associate’s degree or higher preferred.
Experience in a Federally Qualified Health Center (FQHC) or community health setting preferred.
Experience in outreach and customer service in medical office and behavioral health environments, working with people who have chronic illness, substance use disorders, or mental health issues preferred.
Familiarity with the Medi-Cal managed care system and eligibility requirements preferred.

Responsibilities

Maximize ECM engagement and retention among eligible internal active patients.
Capture and engage external members identified through health plans, community partners, homeless shelters, and other referral sources.
Re-engage ECM members who have become unreachable or disengaged, and document membership disposition status.
Engage eligible members in the ECM program with urgency and consistency.
Explain ECM services, benefits, eligibility requirements, and member rights clearly.
Make daily outreach attempts through communication channels such as telephone, SMS, and written correspondence, tailoring the approach to members’ needs and circumstances.
Document outreach attempts, methods, outcomes, and coordination activities accurately and promptly in applicable tracking systems, meeting DHCS, health plan, and internal standards.
Problem-solve barriers to contacting members and escalate unresolved cases to the care team or management as appropriate.
Verify Medi-Cal eligibility through health plan provider portals before enrollment activities.
Submit internal and external referrals to contracted health plans and monitor them through completion.
Build rapport and trust with members and their families.
Conduct targeted outreach to re-engage members who have disengaged from or declined ECM services.
Complete the full engagement and enrollment process for each potential member thoroughly and promptly.
Facilitate a warm handoff to the assigned LCM for ongoing engagement and program participation.
Identify and address eligibility issues to prevent gaps in coverage and care.
Document, track, and submit daily membership outreach activity and outcomes to ECM Management.
Maintain confidentiality of patient and member information in compliance with HIPAA and NECC policies and procedures.
Perform other duties as designated by ECM Management.