New Member Engagement Coordinator

AbsoluteCARE Medical and Pharmacy - Baltimore, MD

Full-time

Onsite - Baltimore, MD

About the position

The New Member Engagement Coordinator at AbsoluteCare is responsible for building relationships and enrolling new members, particularly those who are vulnerable and at higher risk for disease. This role involves conducting outreach to educate members about AbsoluteCare's services, supporting them with social services, and ensuring they are enrolled in appropriate programs. The coordinator meets members in various settings, including their homes and community locations, to foster trust and engagement.

Responsibilities

• Conduct community outreach telephonically and in person to locate, engage, and educate members on AbsoluteCare's services including enrolling in PCP or ancillary services such as Care Management or Behavioral Health services.
• Conduct research and in-person outreach to locate difficult-to-contact enrollees to increase assessment completion and participation in clinical programs.
• Meeting sales goals, conversion rates and other acquisition metrics as outlined in the annual performance plan.
• Support the member to improve their wellbeing by staying out of the hospital and attend regular visits to their primary physician.
• As needed, help the member engage with mental health and substance use treatment.
• Support the member to ensure pick-up of their prescriptions.
• Provide member education on community resources and benefits.
• Partner with care team (community, providers, internal staff).
• Effectively build trust and rapport with members and their support systems and communities to drive engagement.
• Effectively tell the story of AbsoluteCare, its services, benefits and how they can help the specific member being engaged.
• Connect members with appropriate AbsoluteCare resources if member does not wish to change PCP to AbsoluteCare.
• Continually find new and innovative ways to build trust and engagement of members located but not engaged, as well as to locate members not found.
• Identify barriers to care, especially those that have, are currently, or may negatively impact engagement in care or healthcare goals and support addressing those needs including connecting to community resources.
• Instill and promote AbsoluteCare's 5-star customer service philosophy in the medical center and in the community by promoting the AbsoluteCare Way.
• Report and enter daily outreach activities into CRM and electronic health and/or medical record.

Requirements

• High school diploma or equivalent required.
• Must have a valid driver's license, proof of insurance, and reliable personal vehicle.
• 2+ years of experience in Medicare/DSNP sales or working with community agency providing services encompassing the basic competency areas of health care.
• Experience and passion for working with and engaging vulnerable, hard to engage, complex populations.
• Independent and persistent self-starter.
• Proficient in PC skills, such as Microsoft Office.
• Ability to travel locally at minimum 80% of the time.
• Knowledge and trusting relationships within local community, and experience and knowledge navigating community resource.

Benefits

• 401(k) with a 1.5% match that vests over 5 years.
• Paid time off.