Engagement Coordinator II

Description Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for. We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration — because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued. Medica’s Engagement Coordinators work to engage and triage members to align them with appropriate care support programs. They are accountable for telephonic member outreach, triage and steerage, driving targeted engagement and participation. The Engagement Coordinators conduct primarily outbound calls to identified members, utilizing a structured assessment process/protocol. However, the Engagement Coordinator will need to be confident in their ability to make real-time (non-clinical) screening as to the most appropriate intervention for identified members. Member follow-up may be warranted, but on a limited basis. This is a great opportunity to make a difference in our members’ lives. It is important that our Engagement Coordinators understand, articulate and support the organization’s mission, vision, goals and strategies while maintaining confidentiality of all privileged information. Ideal candidates promote a high level of customer service to both external and internal customers and is highly effective at phone work and retaining program knowledge across Medica’s continuum of Care Management programs. Key Accountabilities Conduct proactive outbound outreach to health plan members to introduce and promote case management programs, averaging approximately 40 outbound calls per day Educate members on the benefits and value of case management services, helping them understand available resources and support options Assess member needs through meaningful conversations, identifying gaps in care and determining eligibility or appropriateness for case management enrollment Build rapport and establish trust with members through active listening, empathy, and effective communication techniques Successfully engage and enroll eligible members into case management programs by understanding individual health and support needs Support administrative functions such as reporting, inbox management, tracking outreach activities, and maintaining program records Collaborate closely with case managers, care coordination teams, and internal stakeholders to ensure seamless member engagement and support Performs other duties as assigned Required Qualifications High School diploma, equivalent combination of education and work experience 2+ years’ experience in a member-facing telephonic engagement or related experience Preferred Qualifications Experience in a customer service, call center, managed care or health care related corporate environments preferred Self-starter, independent functioning with strong organizational, service and communication skills Experience collaborating with providers and other health professionals preferred Strong communications, service and people skills including empathy and non-judgmental approach with emphasis on conciseness and ability to decipher undertones and unspoken messages Skills & Abilities Demonstrated autonomy, initiative in handling work, strong analytical and problem-solving skills to proactively assess project needs and barriers and initiate solutions Advanced computer skills and application knowledge specifically Microsoft Office applications. Has intuitive ability to pick up new computer programs easily Ability to effectively facilitate phone conversations to assess and engage people in programs Attention to detail and accuracy a must; excellent organizational skills Excellent written, verbal, and interpersonal skills with all levels of employees and management Ability to seamlessly adjust projects based on department priorities and to manage multiple projects at one time Multi-tasking: listen, facilitate conversation and behavior change while document and navigate through system Utilize programs related to recruitment as required: workflow, eligibility, claims, Microsoft Office software (Word, Excel, Access, etc.) and others as appropriate Effectively manage phone, including accuracy of login/logout and use of aux modes Be proficient in the use of quality monitoring system to review monthly audits This position is a Remote role. To be eligible for consideration, candidates must have a primary home address located within any state where Medica is registered as an employer - AR, AZ, FL, GA, IA, IL, KS, KY, MI, MN, MO, ND, NE, OK, SD, TN, TX, VA, WI The full salary grade for this position is $41,300 - $70,800. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $41,300 - $61,950. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data.  In addition to compensation, Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees. The compensation and benefits information is provided as of the date of this posting. Medica’s compensation and benefits are subject to change at any time, with or without notice, subject to applicable law. Eligibility to work in the US : Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States. We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.