Engagement Coordinator

Medica's Engagement Coordinators work to engage and triage members to align them with appropriate care support programs. They are accountable for telephonic member outreach, triage and steerage, driving targeted engagement and participation. The Engagement Coordinators conduct primarily outbound calls to identified members, utilizing a structured assessment process/protocol. However, the Engagement Coordinator will need to be confident in their ability to make real-time (non-clinical) screening as to the most appropriate intervention for identified members. Member follow-up may be warranted, but on a limited basis.

This is a great opportunity to make a difference in our members' lives. It is important that our Engagement Coordinators understand, articulate and support the organization's mission, vision, goals and strategies while maintaining confidentiality of all privileged information. Ideal candidates promote a high level of customer service to both external and internal customers and is highly effective at phone work and retaining program knowledge across Medica's continuum of Care Management programs. Performs other duties as assigned.

Required Qualifications

• High School diploma, equivalent combination of education and work experience
• 2+ years' experience in a member-facing telephonic engagement or related experience

Preferred Qualifications

• Experience in a customer service, call center, managed care or health care related corporate environments preferred
• Self-starter, independent functioning with strong organizational, service and communication skills
• Experience collaborating with providers and other health professionals preferred
• Strong communications, service and people skills including empathy and non-judgmental approach with emphasis on conciseness and ability to decipher undertones and unspoken messages

Skills & Abilities

• Demonstrated autonomy, initiative in handling work, strong analytical and problem solving skills to proactively assess project needs and barriers and initiate solutions
• Advanced computer skills and application knowledge specifically Microsoft Office applications. Has intuitive ability to pick up new computer programs easily
• Ability to effectively facilitate phone conversations to assess and engage people in programs
• Attention to detail and accuracy a must; excellent organizational skills
• Excellent written, verbal, and interpersonal skills with all levels of employees and management
• Ability to seamlessly adjust projects based on department priorities and to manage multiple projects at one time
• Multi-tasking: listen, facilitate conversation and behavior change while document and navigate through system
• Utilize programs related to recruitment as required: workflow, eligibility, claims, Microsoft Office software (Word, Excel, Access, etc.) and others as appropriate
• Effectively manage phone, including accuracy of login/logout and use of aux modes
• Be proficient in the use of quality monitoring system to review monthly audits