Member Engagement Specialist-Temporary

Job Description

Job Description

Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision: a community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together.

As a private, non-profit 501(C) (3) community health organization, we serve over 500,000 medical, dental, and behavioral health visits from more than 100,000 people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance.

Since 1969, our employees have been making this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If this sounds like an organization you would like to be a part of, we would love to meet you.

The Member Engagement Specialist will coordinate all engagement efforts to help members access services and programs at Neighborhood Healthcare. This role will liaise between members and programs/services throughout the organization to ensure members meet eligibility requirements. Additionally, this role will assist members with scheduling and keeping appointments.

This is a full-time, temporary role expected to last 4-5 months. This is a hybrid position(2 days onsite/3 days remote). Hybrid schedule may change based on business needs.

Responsibilities

• Conducts outreach activities to help members initiate or maintain engagement with Neighborhood Healthcare services, including patient registration, appointments, Neighborhood program enrollments and benefits information, and other services
• Communicates details related to patient appointment with members
• Tracks and documents kept appointments by patients
• Provides Medicare enrollment and benefit information to eligible members
• Provides outreach and scheduling support to other department and teams, as needed
• Tracks, reviews, and processes all member engagements, telephone encounters, and referrals in the designated logs and/or electronic medical records
• Documents all actions taken in patient medical records in accordance with clinic, DHCS, and Health Plan regulations/guidelines
• Uploads letters, postcards, and other patient related documents to their medical records
• Conducts outreach activities in person, by telephone, and/or by mail
• Monitors and responds to incoming messages via text responses and voicemails, including providing member directions for enrolling in MyPortal
• Reviews and processes patient eligibility for programs and services accurately
• Attends participates, and completes required meetings, training programs, ongoing conference calls, webinars, and other professional development opportunities
• Presents health concepts to individuals and small groups, including health center program information
• Solicits feedback from members experiences to improve access to healthcare
• Collaborates with manager to develop and enhance outreach strategies
• Maintains department productivity, quality, and compliance standards
• Participates in monthly monitoring and closing to ensure documentation is accurate, as assigned
• Functions at highest level according to credentials and competencies
• Impacts member experience by demonstrating courteous and helpful behavior and a commitment to accuracy
• Shares accountability for overall patient health outcomes by working in coordination with care teams
• Operates to instill confidence in our care and in our facilities to patients, fellow employees, and other stakeholders
• Cultivates relationships with referral sources and multi-disciplinary team, including medical, dental, prenatal providers, case managers, outreach staff, call center staff and community partners
• Maintains professional working relationships with all levels of staff, clients, and the public
• Cooperates in accomplishing department goals and objectives

Qualifications

Education/Experience

• High school/GED required; Bachelor's degree in a related field preferred
• At least 2 years of clerical/customer service experience required; community healthcare program experience preferred
• Bilingual (English/Spanish) highly preferred
• Valid CA driver’s license and proof of auto insurance required

Additional Qualifications (Knowledge, Skills and Abilities)

• Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
• Knowledgeable about and experience with community healthcare and social service resources
• Knowledgeable about and experience with computers and Microsoft Office applications
• Ability to successfully manage multiple tasks simultaneously
• Ability to record information accurately
• Excellent planning and organizational ability
• Ability to work a flexible schedule, including weekends
• Ability to work as part of a team as well as independently
• Ability to work with highly confidential information in a professional and ethical manner

Physical Requirements

• Ability to lift/carry 25 lbs/weight
• Ability to stand for long periods of time

Pay range: $24.95–$34.93 per hour, depending on experience.

Compensation Disclosure: The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs. As a result, placement within the range is not guaranteed, and the full pay grade range may not be utilized.