Engagement Coordinator II

Medica's Engagement Coordinator II is responsible for engaging members and connecting them to appropriate care coordination and health support services. This role conducts high-volume outbound telephonic outreach to members who have not yet engaged with available care coordination programs, helping them understand the benefits and resources available through Medica.

The Engagement Coordinator serves as a key point of contact for members, assesses non-clinical needs, promotes participation in care coordination services, and supports members in accessing healthcare resources and covered benefits. This position requires strong communication skills, a customer-focused approach, and the ability to effectively engage members over the phone. Perform other duties as assigned

Key Responsibilities

• Conduct outbound telephonic outreach to members to support engagement with care coordination and health management services
• Manage a member caseload of approximately 500-600 assigned members
• Complete a minimum of 20 outbound calls per day, with call volume frequently exceeding that threshold
• Educate members on available care coordination services, healthcare resources, and covered benefits
• Assess member needs using established protocols and connect members with appropriate programs and services
• Encourage participation in health assessments and care coordination programs
• Assist members in accessing healthcare services, community resources, and support programs
• Support care coordination activities, including documentation, follow-up, and member service coordination
• Monitor member needs and escalate clinical or complex concerns to the appropriate Care Coordinator or clinical staff
• Maintain accurate and timely documentation in accordance with organizational, contractual, and regulatory requirements
• Assist with appointment coordination, transportation arrangements, and other member support needs as appropriate
• Participate in team meetings, training, mentoring, and quality improvement initiatives
• Maintain a high level of customer service while supporting Medica's mission, vision, and values

Required Qualifications

• High school diploma or equivalent combination of education and experience
• Minimum of 2 years of experience in telephonic member engagement, customer service, call center operations, healthcare support, or a related field

Preferred Qualifications

• Experience working directly with customers, members, patients, or clients in a service-focused environment
• Strong verbal communication and active listening skills
• Ability to effectively engage members over the phone and build rapport
• Basic computer proficiency and experience navigating multiple systems simultaneously
• Experience in managed care, health insurance, healthcare, or population health environments
• Prior experience in a customer service or call center setting
• Knowledge of care management, care coordination, or member engagement programs
• Experience supporting members with healthcare navigation or access to community resources

Skills & Abilities

• Strong customer service orientation with a professional and empathetic approach
• Ability to confidently conduct high-volume outbound phone outreach
• Excellent verbal, written, and interpersonal communication skills
• Ability to engage members in meaningful conversations and promote participation in available programs
• Strong organizational skills and attention to detail
• Ability to prioritize, manage multiple tasks, and meet productivity expectations
• Effective problem-solving and critical-thinking skills
• Ability to work independently while maintaining collaboration with a remote team
• Experience documenting interactions accurately and thoroughly
• Proficiency with Microsoft Office applications and ability to learn new systems quickly
• Ability to handle sensitive and confidential information appropriately
• Ability to listen, communicate, document, and navigate systems simultaneously while on calls