Call Center Engagement Specialist New Remote, candidates must be located in Mountain or Pacific time

Remote, candidates must be located in Mountain or Pacific time zone Habitat Health empowers older adults to experiencemore gooddays in their homes and communities. Through the Program of All-Inclusive Care for the Elderly (PACE), we provide comprehensive medical care along with support for daily needs such as meals, transportation, and in - homeassistance. We deliver coordinated clinical and social care in our centers and directly in participants’ homes, creating a fully integrated experience that brings peace of mind and a true sense of belonging. As we expand our scalable, affordable PACE model to meet the growing and complex needs of aging populations, our mission - drivencare teams continue to help participants live well on their own terms. Habitat Health is supported by leading healthcare organizations and investors including New Enterprise Associates, Kaiser Permanente, and Town Hall Ventures. We are entering a period of significant growth and are looking for exceptional teammates to help us scale a better model of care for older adults. To learn more, visit A s a Call Center Engagement Specialist at Habitat Health,you'llbe the trustedfirst voicethatguidesprospective participants and their families thr ough the earliest moments of their PACE journey. This role plays an important part in achieving our participant growthobjectives. Workingfrom ourcentralized EngagementTeam,you'llmakeoutboundcalls to leads and follow-upsandreceive inbound inquiries— educating seniors and caregivers about how Habitat Health can support their well-being and independence, helping them understand PACE eligibility, and walking them through the next steps with patience and compassion.You'llact as an extension of our on-the-ground teams, coordinating the warm handoff to local Enrollment Specialists, Outreach Specialists, and Intake Coordinators who take each prospectthroughtheenrollmentprocess. Success in this role comes from the ability to inspire trust over the phone, communicate the value of PACE clearly, and move individuals toward a confident nextconversation. You'llthrive ifyou're energized by meaningful relationship-building ,competitive in a goal-driven environment , comfortable in a high-volume call environment, and motivated by clear engagement and conversion goals in a mission-driven setting. Core Responsibilities & Expectations for the Role Serve as the centraltelephonicpoint of contact for prospective participants, caregivers, and referral partners,building trust-based relationships from the very first conversation. Make outbound follow-up calls to prospects who have expressed interest in learning more about Habitat Health PACE, including those from our partner organizations, such as Kaiser Permanente. Support inbound campaigns by answering questions, surfacing underlying needs, and educating prospects about PACE services, eligibility, and how Habitat Health can support their care. Understand the needs and requirements of prospective participants and their families, and clearly articulate Habitat Health's unique value proposition in the PACE landscape. Apply strong phoneengagement skills including rapport building, active listening, qualification questioning, addressing objections and concerns, and guiding prospects to a confident next step. Assess preliminary PACE eligibility and guide qualifying seniors through early steps of the enrollment process, including support with the Medi-Cal application whereappropriate. Coordinate the warm handoff to on-the-ground Enrollment Specialists, Outreach Specialists, and Intake Coordinators — ensuring a seamless transition from central touchpoint to local engagement. Perform service recovery, address prospect concerns, and de-escalate callers when needed. Manage time effectivelyand prioritize tasksacross a high volume of inbound and outbound activity. Meet or exceedpersonal and team targets forcall volume, conversion, andwarm-handoff goals. Maintainaccuraterecordof all prospective participant communication and activity using a Customer Relationship Management (CRM) systemand Contact Center system . Maintain compliance with all CMS, DHCS, and Habitat Health policies — including TPMO recording obligations and all federal and state marketing requirements. Other duties as assigned. Required Qualifications: Minimum3-5yearsof experience in a healthcare call center, telephonic enrollment, Medicare/Medi-Cal outreach, customer engagement, or comparablecontact centerservice environment,preferably with a senior or vulnerable population. Reside in Mountain or Pacific Time zone. Demonstrated ability to build rapport and trust over the phone with older adults and family caregivers. Outstanding phone demeanor and etiquette, with a friendly and nurturing attitude toward our older-adult prospective participants. Comfortoperatingin ametrics-driven environment with daily call volume and conversion expectations. Strong verbal and written communication skills, with the ability to deliver clear, compassionate messaging tailored to dual-eligible and complex-needspopulations. Strong organizational and time management skills; able to manage a high volume of prospects, follow-ups, and inbound/outbound activity in a fast-paced environment. Preferred Qualifications: Prior experience in PACE, Medicare Advantage, DSNP, or Medi-Cal enrollment. Familiarity with TPMO/CMS marketing compliance requirements. Bilingual: Spanish strongly preferred. B.S./B.A. Degree in healthcare, Business Administration, or Marketing preferred Compensation: This role is eligible for medical/dental/vision insurance, short and long-term disability, life insurance, flexible spending accounts, 401(k) savings, paid time off, and company-paid holidays. The expected salary range for this position is$23.00-$31.00per hour.The actual offer will be at the company’sdiscretionanddeterminedbyseveral factors, including the candidate’squalifications, years of experience, and location within the Mountain or Pacific time zones. Please note: CandidatesresidingoutsideofCalifornia may typically fall toward the mid - range of this band based on our current compensation benchmarks, though individual circumstances may vary. At Habitat Health, we aim to provide safe and high-quality care to our participants. To achieve this, please note we have a COVID-19 vaccination policy to keep both our team members and participants safe as an essential requirement of this role. Requests for reasonableaccommodationdue to an applicant’s disability orsincerely heldreligious beliefs will be considered and may be granted based upon review. We adhere to all federal, state, and local regulations by obtaining necessary proof of vaccination prior to employment. Our Commitment to Diversity, Equity, and Inclusion: Habitat Health is an Equal Opportunity employer and committed to creating a diverse and inclusive workplace. Habitat Health applicants are considered solely based on their qualifications, without regard to race, color, religion, creed, sex, gender (including pregnancy, childbirth, breastfeeding or related medical conditions), gender identity, gender expression, sexual orientation, marital status, military or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medicalcondition, genetic information or characteristics (or those of a family member), or other status protected by applicable law. Habitat Health is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Habitat Health will take steps to provide people with disabilities and sincerelyheldreligious beliefs with reasonable accommodations in accordance with applicable law. Accordingly, if you require a reasonable accommodation to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact us at View email address on click.appcast.io . This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact the Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can't take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. Our Commitment to Equal Opportunity and Inclusion Habitat Health is an Equal Opportunity Employer committed to the principles of equal opportunity and inclusion. Employment decisions at Habitat Health are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, creed, sex, gender (including pregnancy, childbirth, breastfeeding, and related medical conditions), gender identity, gender expression, sexual orientation, marital status, registered domestic partner status, age, national origin, ancestry, citizenship, military or veteran status, physical or mental disability, medical condition, genetic information, reproductive health decision-making, or any other characteristic protected by applicable federal, state, or local law. Habitat Health is committed to the full inclusion of all qualified individuals. Consistent with applicable law, we provide reasonable accommodations to qualified individuals with disabilities and to individuals with religious beliefs, practices, or observances that require accommodation. If you require a reasonable accommodation to participate in the application or interview process, perform the essential functions of a position, or receive other employment benefits and privileges, please contact us at View email address on click.appcast.io . We encourage individuals from all backgrounds to apply, even if their experience does not align perfectly with every qualification listed. Habitat Health participates in E-Verify and will provide the federal government with information from your Form I-9 to confirm your authorization to work in the United States. If E-Verify cannot confirm your authorization to work, Habitat Health will provide you with written instructions and an opportunity to contact the Department of Homeland Security (DHS) and/or the Social Security Administration (SSA) to resolve the issue before any adverse employment action is taken, including termination of employment. E-Verify is used only after an applicant has accepted an offer of employment and completed the Form I-9 and to the extent permitted by applicable law. Habitat Health complies with all federal and state employment eligibility verification requirements. PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete. #J-18808-Ljbffr habitathealth.com