Member Engagement Specialist (Hybrid)

About Us

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 414,000 medical, dental, and behavioral health visits from more than 95,000 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.

ROLE OVERVIEW and PURPOSE

NOTE: This is a hybrid (3 days in the office/2 days work from home) position.

The Member Engagement Specialist will coordinate of 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.

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

EDUCATION/EXPERIENCE

• Bachelor's degree preferred

• One year general clerical and customer service experience required; community health programs experience preferred

• Bilingual (English/Spanish) required

• Valid CA driver's license and proof of auto insurance required

Neighborhood Healthcare offers a generous benefit plan that includes: Medical, Dental, and Vision Plans. Two plus weeks of vacation, Nine Holidays including two Floating Holidays of your choosing, Sick/Personal time, Volunteer Time Off (VTO), 403b Retirement plan (similar to a 401k), optional Health and Wellness events, and much more!

Pay Range: $21.44 - $23.82 per hour, depending on experience (DOE)