Member Engagement Representative

Member Engagement Representative

We are seeking qualified candidates to join our team at AllCare Health with the Marketing department in Grants Pass, Oregon.

AllCare Health offers competitive wages, an excellent benefits package including affordable healthcare, 401k retirement, wellness programs, and flexible schedule options.

Summary of the Position: The Member Engagement Representative is responsible for conducting proactive outreach to health plan members through phone calls and written communication. This role focuses on educating members about the importance of preventive care, supporting chronic condition management, and promoting overall wellness. The position also involves accurate documentation, collaboration with internal teams, and contributing to care coordination efforts.

Essential Duties:

• Conducts outbound phone calls and sends written communications to educate members on preventive health services and the importance of follow-up care.
• Accurately documents all member interactions using EZ Cap and Essette systems in accordance with organizational standards.
• Collaborates with internal staff to retrieve documentation and perform basic data analysis to support member care coordination and outreach initiatives.

Job Duties:

• Collaborates and assists with departmental and interdepartmental staff to coordinate care for members with questions about benefits or health concerns.
• Participates in community health activities, outreach efforts, and special projects.
• Adheres to all HIPAA privacy and security regulations to protect member information.
• Communicates health information clearly and effectively while actively listening to member needs.
• Tracks and documents multiple outreach projects with accuracy and attention to detail.
• Monitors and assesses member needs during phone calls and follows up on any healthcare concerns.
• Applies logic and reasoning to identify opportunities for program improvement and outreach expansion.
• Maintains a flexible schedule to support varying work locations, meeting sites, and educational events.
• Supports data collection and reporting efforts to evaluate outreach effectiveness and member engagement outcomes.
• Maintains punctual, regular and predictable attendance.
• Works collaboratively in a team environment with a spirit of cooperation.
• Respectfully takes direction from leadership.
• Meets all required training including those listed in Relias Learning Module System (LMS).
• Performs other duties as assigned.

On Call Responsibilities: This position does not have any on call responsibilities.

Supervisory Responsibilities: This position does not have any supervisory responsibilities.

Job Requirements:

• May require the use of personal vehicle for local travel (subject to mileage reimbursement).
• May require the use of a personal cell phone (cell phone stipend applicable).

Qualifications:

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Education: High school diploma or general education degree (GED) required.

Experience: One to three months' experience working in customer service, member engagement, care coordination, community health, or a related field is preferred.

Certificates, Licenses, and/or Registrations: Valid Oregon Driver's License and vehicle insurance.

Technical Skills:

• Familiarity with the healthcare industry
• Knowledge of and compliance with HIPAA regulations
• Computer skills, including the Microsoft Office Suite (Outlook, Word, and Excel)
• Knowledge of customer service and service recovery best practices
• Knowledge of phone customer service best practices
• Excellent organization and time-management skills

Interpersonal Skills:

• Demonstrates accountability and inspires trust and confidence from others
• Communicates effectively and professionally with team members and customers
• Collaborates within a multidisciplinary, diverse team to provide professional service
• Maintains an attentive, empathetic, and professional demeanor
• Adapts to change, learns quickly, and works well with ambiguity
• Manages time effectively, prioritizes tasks, and meets competing deadlines
• Takes initiative and applies sound judgment in completing tasks
• Self-resolves most conflicts or misunderstandings with minimal supervision
• Provides respectful and understanding service in a multicultural environment
• Maintains the high degree of professionalism and confidentiality
• Works with high initiative, energy, and effectiveness in a fast-paced environment
• Interacts positively with customers to resolve problems in a pleasant and professional manner
• Uses creativity and resourcefulness to solve new problems
• Copes and self-manages during stressful situations
• Creates a pleasant experience for all customers by being personable and attentive
• Meets timelines for goals safely and with a high level of quality

Language Skills: Ability to read a limited number of two- and three-syllable words and to recognize similarities and differences between words and between series of numbers. Ability to print and speak simple sentences.

Mathematical Skills: Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Computer Skills: Has the minimal skills necessary to operate a computer. Can log on to a computer system, navigate in windows, perform simple tasks within applications and enter information into a database.

Reasoning Ability: Ability to apply common sense understanding to carry out simple one- or two-step instructions. Ability to work with standardized situations with only occasional or no variables.

Physical Demands & Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

The employee must occasionally lift and/or move up to 10 pounds. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The noise level in the work environment is usually moderate.

• The employee must be able to work onsite (for all scheduled shifts, occasionally, frequently, as needed).
• The employee must be able to travel locally, as needed.
• Because of exposure to patient records of all types, the highest standard of patient confidentiality and privacy as established by business policy and HIPAA requirements must be maintained.

Company Overview:

AllCare Health is incorporated as an Oregon Benefit Corporation and has earned the coveted Certified B Corp status since 2017. As such, AllCare Health considers its impact on community, society, and the environment in all business decisions. We have long recognized the value in social, economic, and environmental concerns of our employees, customers, and community members.

AllCare Health headquarters are located in Grants Pass in Southern Oregon on the Rogue River, surrounded by mountains, forests, small farms, and breathtaking views. This thriving and energetic community is ideal for families and outdoor enthusiasts, with a temperate Pacific Northwest climate. We enjoy easy access to outdoor sports and recreation, river rafting, fishing, hiking, biking, wineries, outdoor concerts, the world-famous Ashland Shakespeare Festival, the stunning Oregon coast, magnificent redwood forests, pristine beaches, and much more.

The AllCare Health family of businesses is guided by our corporate principles:

• Purpose: Working together with our communities to improve the health and well-being of everyone.
• Values: Trust, Innovation, Relationships, and Voice.
• Vision: Thriving, Inclusive, and Equitable communities.
• Brand Promise: Changing Healthcare to Work for You.

AllCare Health is dedicated to building a diverse and authentic workplace centered in belonging and serving our growing community. If you