HRSN Screener Navigator Member Outreach Specialist

About MedMeal Direct

MedMeal Direct delivers medically tailored meals to Medicaid and Medicare members across New York and Louisiana. Our mission is feeding hope and delivering compassion — connecting vulnerable individuals to the food, services, and benefits they need to stay healthy and out of the hospital. We work directly with managed care organizations, community-based providers, and the New York State HRSN (Health-Related Social Needs) program.

About this role

This is a high-volume, phone-based role. You will be the voice members hear when MedMeal Direct calls — and the person who decides whether a referral becomes an enrolled member or falls through the cracks. The role combines four functions:

* **Screener —** Reviewing inbound HRSN intake forms and verifying eligibility for the program. * **Navigator —** Briefly guiding members to internal services (meals) and referring them to external partners for housing, transportation, food pantries, primary care, and other benefits. * **Inbound & outbound call center representative — **Making outbound calls to new and existing referrals, answering inbound calls from members and providers, and following a structured call script. * **Data entry specialist —** Documenting every interaction in our CRM, updating member status in social care network platform, and keeping records accurate enough to bill against and audit.

This is not a case management role. You will not carry a long-term caseload, develop care plans, or do home visits. You will move members through a high-volume pipeline efficiently, with empathy, and with clean documentation.

Key responsibilities

* Review and triage HRSN intake forms received from other community based organizations, MCO partners, and community navigators. * Make outbound calls to contact referred members and confirm program eligibility. * Answer inbound calls from members, family caregivers, and referring partners. * Verify Medicaid eligibility, address, contact information, dietary needs, and household details. * Enroll qualified members in the medically tailored meal program and schedule first delivery. * Provide brief navigation to other resources — food pantries, SNAP, housing, transportation, primary care — using social care network platform and our partner directory. * Document every interaction in CRM the same day. No backlog. * Close the loop on referrals: confirm members received the service they were referred to and update platforms accordingly. * Follow up on no-answer, voicemail, and pending referrals on a defined cadence. * Maintain HIPAA compliance in every interaction and every record. * Flag complex cases (active homelessness, suspected abuse, suicidal ideation, immediate medical needs) to the Operations Manager — do not attempt to manage them alone. * Hit weekly KPIs for call volume, enrollment conversion, and documentation completeness.

Required qualifications

* Bilingual fluency in English and Spanish, verified during the interview. Must be able to conduct an entire intake call in Spanish, including discussion of medical conditions, benefits eligibility, and addresses. * May consider candidates who are not bilingual based on other merits. * High school diploma or GED. * At least one year of experience in one of the following: call center, customer service, community health work, patient navigation, social services intake, SNAP/WIC enrollment, MCO outreach, hospital front desk, or pharmacy customer service. * Comfort with making high-volume outbound calls, including to members who do not answer or are skeptical. * Working knowledge of HIPAA and patient privacy basics. * Reliable in-person attendance at the Bronx office. This is not a remote role. * Authorization to work in the United States.

Preferred qualifications

* Two or more years of experience in HRSN, SDOH, or community health worker (CHW) roles. * Familiarity with New York Medicaid, NYS HRSN, MCO operations, or SOMOS Community Care. * Direct experience with Zoho CRM, findhelp.com (formerly Aunt Bertha), Unite Us, NowPow, or similar referral platforms. * Additional language: Bengali, Arabic, French/Haitian Creole, or another language spoken in the Bronx.