Job Title: Engagement Specialist II

Job Type: Non-Exempt

Hourly Rate: $18 per hour

About Us: Emcara Health is a leading provider of in-home assessments and longitudinal care for Medicare and Medicaid patients. We are on a transformative journey to revolutionize in-home care and become the premier employer in the healthcare industry. Our commitment to quality patient care, employee well-being, and innovation drives our mission.

If you are eager to make a positive difference in the lives of patients through in-home care, we invite you to join our team.

Job Summary: The Engagement Specialist II plays a vital role in providing great member experience and connecting our healthcare providers with patients by ensuring the successful scheduling of in-home assessments and longitudinal care visits. This position is instrumental in maximizing reimbursement earnings, improving engagement rates, and optimizing the fill-rate of patient visits, ultimately contributing to our organization's success. You will also be part of a supportive and caring team where safety, diversity, inclusivity, and belongingness are integral to our culture.

Our Commitment to You: When you join our team, you become part of a community that values and prioritizes the well-being of both patients and our dedicated staff. We foster a culture of safety, diversity, inclusivity, and belongingness, ensuring that every member of our team feels supported and appreciated for their unique contributions.

Key Responsibilities:

1. Patient Engagement: Initiate outbound calls to members listed by our client health plans. Build rapport and establish trust with members while explaining the purpose and benefits of our care program offerings. Address members inquiries and concerns professionally and empathetically.
2. Provider Scheduling: Coordinate with healthcare providers to schedule patient visits based on patient preferences and availability. Maintain an accurate and up-to-date scheduling system. Ensure timely confirmation of appointments with both patients and providers, as needed.
3. Revenue Optimization: Support leads in prioritizing scheduling to maximize reimbursement earnings from health plans. Collaborate with internal teams to optimize the fill-rate of patient visits, and identify opportunities to increase engagement rates and reduce no-call no-show occurrences.
4. Documentation and Reporting: Maintain detailed records of member interactions, scheduling, and outcomes. Generate reports and provide insights into engagement rates and scheduling efficiency, as needed.
5. Compliance: Ensure compliance with all relevant healthcare regulations and company policies. Stay updated on industry changes and best practices.

Qualifications:

• High school diploma or GED required, preferably bachelor's degree or equivalent experience preferred.
• Proven experience in customer service, engagement, scheduling, or related roles.
• Strong communication and interpersonal skills.
• Ability to handle sensitive patient information with discretion and professionalism.
• Exceptional organizational skills and attention to detail.
• Proficiency in using scheduling software and Microsoft Office applications.
• Experience Five9 and Salesforce software is a plus.

Attributes:

• Ability to provide creative solutioning.
• Resourceful and proactive and takes initiative.
• Customer-centric mindset with a focus on patient satisfaction.
• Problem-solving ability to address scheduling challenges.
• High level of empathy and patience when dealing with patients.
• Results-oriented with a drive to meet or exceed engagement and scheduling targets.
• Team player who can collaborate effectively with healthcare providers and internal teams.

Benefits:

We care about our team members. We offer benefits to support your well-being, both at work and in life:

• Healthcare and Supplemental Coverage: Comprehensive coverage for medical, dental, and vision needs, and supplemental benefits.
• Financial Security: Plan for the future with our retirement benefits.
• Learning: Keep growing with opportunities for continuous education.
• Work-Life Balance: Enjoy generous paid time off, including sick leave, holiday breaks, and flexible scheduling.

PopHealthCare and Emcara Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and welcoming workplace for all employees.