Member Engagement Coord.

Position Title: Member Engagement Coordinator       

Reports To: Director, Clinical Services       

Department: Physio – Patient Services Coord.       

FLSA Status: Non-Exempt       

Job Summary:

The Member Engagement Coordinator serves as our first line of communication for new and existing members. They are responsible for answering member/non-member inquiries regarding enrollments to our Cano Health organization. Performs data entry including patient appointment scheduling. Provides support for activities related to membership and retention, which includes contacting lapsed members. Communicates customer concerns or trends to the Director of Member Care Services.       

Essential Duties & Responsibilities:

• Handle incoming calls for our publications, television advertising, and marketing for potential members.        
• Informs callers of current events and products.         
• Answers detailed member questions regarding our programs and benefits.                                                        
• Mails and emails new member materials when requested.        
• Schedule, confirm and reschedule patient appointments when necessary                                                                                                                              
• Assists with new member onboarding through calls.                                                                                       
• Serves as a member advocate to improve the overall customer experience.       
• Performs assignments that may be requested by the Volunteer and Member Engagement.                                 
• Must have effective communication skills, both verbal and written.        

Additional Duties & Responsibilities:

• Excellent organizational skills required.                                                                                                              
• Must have effective communication skills, both verbal and written.        
• Ability to maintain a positive, courteous, and professional demeanor while conversing with patients and employees                                                                                                                                                               
• Must be innovative, detail oriented and member/patient dedicated.                                                                      
• Requires the ability to work independently and establish priorities.                                                                                                          
• Must be able to work effectively during high-volume periods.       

Supervisory Responsibilities:

No supervisory responsibilities.       

Education & Experience:

Minimum of one year of customer service experience required.       

Knowledge, Skills & Proficiencies:

• Skill in operating phones, personal computer, software such as (ECW, CRM, Zoiper, MD Vita, Care Tracker) and other IT systems       
• Skill in oral communication        
• Ability to communicate with employees, patients and other individuals in a professional and courteous manner.       
• Ability to pay close attention to detail and to ensure accuracy of reports and data.       
• Fluent in English and Spanish       

Tools & Equipment Used:

Computer and peripherals, standard and customized software applications and tools, and usual office equipment.       

Physical Requirements/Working Environment:

This position works under usual office conditions. The employee is required to work at a personal computer as well as be on the phone for extended periods of time. Must be able to stand, sit, walk and occasionally climb. The incumbent must be able to work extended and flexible hours and weekends as needed. Physical demands include ability to lift up to 50 lbs.       

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.        

Travel:

Work may involve some driving/traveling to assigned clinics.       

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.