The Member Engagement Specialist will proactively contact potential members to explain program benefits and encourage enrollment in the Kidney Health Management program. They will build rapport with members, achieve engagement targets, and ensure compliance with HIPAA and privacy regulations.
Position Summary:
The Member Engagement Specialist will focus on engaging with potential members, building trust, and encouraging them to enroll in our Kidney Health Management program.
This is a full-time, 4-month temporary role with the possibility of extension.
Responsibilities:
Proactively contact potential members through various communications channels to explain program benefits and encourage enrollment. Build rapport and trust with members through active listening, empathy, and tailored communication
Consistently achieve engagement targets as determined by departmental metrics by educating members, addressing their concerns, and demonstrating the value of program participation
Present a positive, professional, and engaging approach to all prospective members and internal stakeholders, regardless of whether they enroll in the program and drive Healthmap culture through all communications channels
Follow federal, state and local regulations such as but not limited to HIPAA, security and privacy guidelines when handling protected health information and documenting information in member records to ensure compliance
Collaborate with internal teams to share feedback and continuously improve outreach strategies, documenting and diffusing concerns to leadership where applicable
Performs other duties as assigned
Requirements:
High school diploma or equivalent is required, College coursework or degree preferred
2 years of experience in sales, customer service, or a related field required. Background in healthcare, wellness, or population health management is preferred
Experience using Customer Relationship Management (CRM) tools and working with contact center software is preferred
Ability to work in an in-person, hybrid, or HIPAA-compliant remote setting depending on business needs
Flexibility to work evenings, weekends, or adjusted schedules to maximize member outreach opportunities is preferred
Bilingual English/Spanish fluency preferred
Skills:
Exceptional verbal and written communication skills with the ability to tailor messaging to diverse audiences
Strong persuasive and negotiation abilities with a focus on understanding individual member needs
Confidence in overcoming objections and barriers to enrollment while treating all members with respect, compassion, and empathy
Excellent organizational skills and attention to detail to manage multiple tasks and member records
Ability to thrive in a performance-driven environment
A growth mindset with a willingness to learn and adapt to new strategies and tools
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