Bilingual Member Engagement Coordinator

Bilingual Member Engagement Coordinator

Are you passionate about delivering compassionate care and making a meaningful impact on patients' lives? Our client, a leader in value-based incontinence care, is seeking several dedicated Bilingual Member Engagement Coordinators to join its growing team. In this role, you'll enhance patient well-being by converting inbound and outbound patient leads into active clients for incontinence supply services.

Best-in-Class Benefits and Culture:

Our clients value their employees' time and efforts. They offer competitive compensation of $18.50 per hour for candidates with fluency in Spanish. Incentive compensation starts after 90 days as metrics are met. Additionally, their extensive benefits package underscores their commitment to your success. The benefits package includes:

• Comprehensive health coverage: Medical, dental, and vision insurance start on day 1
• Robust retirement planning: 401(k) plan available with employer matching
• Financial security: Life and disability insurance for added protection
• Flexible financial options: Health savings and flexible spending accounts offered
• Well-being and work-life balance: Paid time off, birthday program, and training opportunities

Plus, they work to maintain the best possible environment for their employees, where people can learn and grow with the company. They strive to provide a collaborative environment where everyone feels encouraged to contribute to their processes, decisions, planning, and culture.

To be successful, you should have these qualifications:

• A high school diploma or GED is required, Associate's or Bachelor's degree a plus.
• 2+ years' experience in high-volume phone-based role: inside sales, telephone sales, outbound call center of similar environment preferred. Healthcare, home health or DME experience are a plus but not required. Will train the right person.
• Bilingual (English/Spanish) required. Ability to conduct full patient conversations in both languages with professionalism and clarity.
• Ability to handle objections and close to convert customers over the phone.
• Experience managing a personal pipeline or quota-based environment strongly preferred.
• High-volume phone stamina: comfortable making and receiving 60-80+ calls per day while maintaining quality and professionalism.
• Ability to type at least 45 WPM and conduct standard computer functions.
• Proficiency in common office software (e.g., word processing, spreadsheets); ability to learn proprietary systems quickly.
• Solid verbal and written communication skills; must be able to read and interpret professional documents and draft reports.
• Confidently address patient objections and hesitations (whether related to cost, convenience, or familiarity) and pivot to solutions that move the patient toward enrollment.
• Meet or exceed opt-in conversion targets as defined by each project's scope and timeline; track personal conversion activity and adjust outreach approach to improve results.
• Advise referral sources on referral status and maintain positive, ongoing relationships with healthcare partners and account managers.
• Identify alternative resources for patients THO is unable to serve, ensuring every interaction reflects the company's mission and values.
• Escalate customer service issues to management promptly and appropriately.
• Document all calls and patient interactions in accordance with company policies and procedures.
• Collaborate effectively with other company employees, managers, and departments.
• Perform all job functions with Company Mission, Vision, and Values in mind.
• All other duties as assigned.

Your responsibilities as the Bilingual Member Engagement Coordinator will include:

• Make outbound calls to patients referred by healthcare providers, educate them on incontinence supply services and guide them through the opt-in enrollment process.
• Handle high-volume inbound calls from patients, caregivers, and referral sources with urgency, professionalism and a conversion-focused mindset. Manage a pipeline of leads until each patient makes a decision.
• Verify patient demographic information; collect information for approvals; send required paperwork to physician offices; obtain insurance authorization as needed; log all completed patient records.
• Maintain relationships with healthcare partners and account managers; identify alternative resources for patients; document all calls and patient interactions; work with internal teams to collaborate effectively.

About Our Client:

Our client is a leading provider of value-based care solutions, specializing in incontinence management and patient-centered support. With over two decades of experience, they focus on delivering compassionate, individualized coaching and high-quality medical products that empower patients to manage their health with dignity and confidence.

Dedicated to improving health outcomes and reducing overall healthcare costs, our client partners with managed care organizations provide scalable, cost-effective solutions. Their approach blends clinical insight with personalized care, ensuring patients receive the education and tools they need for long-term success.

Take the Next Step:

If you're ready to be part of something bigger, where your work has purpose and your impact is real apply today and help transform the patient experience, one interaction at a time.

Our client is an equal opportunity employer that welcomes and encourages diversity in the workplace. It does not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We will consider qualified applicants with criminal histories for employment.