Member Outreach Coordinator (Call Center Position)

About the Role

Day-to-day, the Member Outreach Coordinator will collaborate closely with the Client Services team to ensure seamless handoffs and thorough information transfer. This role is ideal for individuals who are comfortable spending the majority of their workday on phone calls, navigating through case management software, and maintaining high levels of organization and multitasking abilities.

What You Will Do

• Make a high volume of outbound calls daily to members regarding cases received from health plans.
• Collect and verify member information by phone, ensuring accuracy and completeness.
• Accurately document all member interactions and update records in the system before case assignment.
• Perform repetitive outreach and data verification tasks with consistency and attention to detail.
• Address member questions or concerns, escalating to a Client Services Consultant as needed.
• Collaborate with the Client Services team to ensure smooth handoff and thorough information transfer.
• Conduct follow-up calls as necessary to gather outstanding information prior to case assignment.
• Adhere to company policies, procedures, and all data privacy regulations while handling sensitive information.
• Utilize Microsoft Office Suite, particularly Excel, for data management and analysis.
• Stay updated on and comply with changing priorities in a fast-paced setting.

What We Are Looking For

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Previous experience in customer service, healthcare, or related fields is preferred.
• Strong communication skills (verbal and written), with a professional and empathetic demeanor.
• Proficiency in Microsoft Office Suite, with experience in case management software being a plus.
• Detail-oriented with strong organizational and multitasking skills.
• Ability to maintain accuracy and focus in a structured, process-driven environment.
• Demonstrated ability to handle confidential information with discretion and professionalism.
• Ability to work independently, take initiative, and contribute within a team.
• Bilingual (English/Spanish) skills are strongly preferred due to business needs.
• Must have a computer with a working camera and microphone, as well as a reliable home internet connection.

Nice to Have

• Experience with data analysis and reporting.
• Knowledge of healthcare operations and regulations.
• Certification in customer service or a related field.
• Previous experience working in a remote or call center environment.

Benefits and Perks

• Competitive hourly rate.
• Paid sick time.
• Eligibility to enroll in the company’s 401(k) plan after three months of employment.
• Spanish-speaking incentive for qualified bilingual staff.
• Opportunity to work with a dynamic team in a growing industry.
• Flexible, remote work arrangement.
• Access to professional development and growth opportunities.

• Ensure your resume and cover letter highlight specific experiences with customer service software and data management tools like Excel.
• Prepare examples of times when you had to handle sensitive information with professionalism and discretion.
• If you have bilingual skills, especially in English and Spanish, make sure to emphasize this in your application, as it is highly valued for this role.
• Practice your communication skills, focusing on clarity, empathy, and professionalism, as these will be key in the interview process.
• Be prepared to discuss how you handle repetitive tasks and maintain focus in a structured environment.
• Consider creating a dedicated workspace at home that is quiet, reliable, and equipped with the necessary technology for remote work.