Member Engagement Coordinator

We are seeking a compassionate and detail-oriented Member Engagement Coordinator to serve as the primary point of contact for clients and partner care coordinators in our service delivery process. 

You'll be the first voice our members hear on their Jukebox Health journey and their go-to contact from there. You'll guide each member from first call through their post-project completion satisfaction survey and everything in between. Specifically, scheduling initial occupational therapy evaluations, owning the front line for member communications, answering questions, resolving concerns and bringing in the right teammates when needed. You'll also be a responsive point of contact for our health plan and referral partners.

If you lead with warmth, move with urgency, and take pride in the quality of every member interaction, we'd like to hear from you.

Key Responsibilities

Proactive outbound communication

• Make high-volume outbound calls throughout the member journey, starting with newly referred members who are often meeting Jukebox Health for the first time
• Schedule members with their assigned occupational therapist to start the home modification process, and make appointment reminder calls throughout to confirm attendance, address concerns, and reschedule when needed
• Keep members informed on their projects with timely updates and clear next steps, to reduce member friction and prevent avoidable escalations

Inbound member support

• Handle all inbound communication with care, including callback requests
• Quickly pull together member and program information to resolve questions and hand off to the right internal team with clear context when necessary
• Document every interaction accurately and on time in our internal CRM

Partner communication

• Respond to health plan and referral partners with clear, professional writing
• Apply each partner's specific program rules and requirements when handling projects
• Uphold Jukebox Health's values and communication standards with every touchpoint

Quality growth and scale

• Participate in call reviews and coaching, and use feedback to keep improving
• Share what you hear from members and partners to help us improve our guides, tools, and processes 
• Adopt updates quickly as they roll out; participate in testing new features, provide feedback so we can iterate, and lead with a can-do attitude

Qualifications

Required

• 2+ years in a high call volume, customer-facing role involving phone-based work, care coordination, or client services
• A genuine commitment to members and to delivering a great experience, including a track record of going the extra mile
• Ability to build rapport quickly and communicate with empathy, especially with older adults or high-needs populations
• Ability to switch context quickly between stakeholders with different needs (members, caregivers, occupational therapists, project managers, and health plan partners)
• Comfort in an environment where processes evolve quickly, with the flexibility to absorb new guidance and keep quality high through the change
• Excellent verbal and written communication
• Strong organization and follow-through
• Comfort working in a remote, tech heavy environment where you'll move between multiple tools throughout the day, including a CRM, a cloud phone system, email, text, and messaging platforms, and keep information accurate across all of them

Preferred

• Experience in healthcare, managed care, home health, or social services
• Familiarity with Medicaid programs, waiver programs, or health plan operations
• Spanish language proficiency