Member Engagement Specialist (Future Opportunity)

Member Engagement Specialist | Future Opportunities

Help Families Stay Connected to the Care They Deserve

At Mae Health, we're on a mission to improve maternal health outcomes by connecting mothers, babies, and families with compassionate, culturally responsive care and community-based support.

Our Member Engagement Specialists help make that mission possible. They build relationships with members, connect families with doula services, and provide the ongoing support and follow-through that help members stay engaged throughout their perinatal journey.

We're looking to connect with professionals who enjoy helping people, are comfortable with high-volume outreach, and understand the importance of timely, dependable service.

The Opportunity

As a Member Engagement Specialist, you will support members throughout their experience with Mae Health, from understanding available doula services to scheduling visits and maintaining ongoing engagement.

You will connect with members primarily by phone, coordinate doula matches, follow up on appointments, and help address barriers that may prevent members from receiving care.

Working closely with Care Coordinators, Doula Experience Specialists, and market teams, you will help ensure members feel informed, supported, and connected to available resources.

This position reports to the Member Services Manager.

What You'll Own

Member Outreach & Education

• Conduct proactive, high-volume outreach to enrolled members, primarily by telephone.
• Educate members about Mae's doula services and available maternal health support.
• Build trust, answer questions, and address concerns that may prevent participation.
• Gather and confirm information needed to support appropriate doula matching.

Member Engagement & Follow-Through

• Schedule doula visits and monitor whether appointments are completed.
• Follow up with members following missed, canceled, or rescheduled appointments.
• Identify members who may be disengaging and take appropriate steps to reconnect them with services.
• Maintain timely communication and follow-through throughout the member journey.

Doula Matching & Member Experience

• Coordinate with Doula Experience Specialists to support member-doula matches, confirmations, and rematches.
• Monitor member satisfaction with doula services and escalate concerns when additional support is needed.
• Help members navigate scheduling challenges and maintain continuity of care.

Documentation & Collaboration

• Accurately document outreach activity, scheduling updates, member interactions, and follow-up needs.
• Maintain reliable member records in accordance with Mae's privacy and quality standards.
• Collaborate with Care Coordinators, Doula Experience Specialists, and other internal teams.
• Share member feedback, identify barriers to engagement, and contribute to process improvements.

What Success Looks Like

Member Engagement Specialists are expected to balance compassionate member support with consistent outreach, scheduling, and follow-through.

Key expectations include:

• Completing approximately 50 outbound outreach attempts per workday, primarily by telephone.
• Helping improve doula utilization and completed visit rates.
• Following up promptly on missed, canceled, or rescheduled appointments.
• Maintaining accurate and timely documentation.
• Building positive, responsive relationships with members.
• Consistently meeting assigned outreach, scheduling, and engagement expectations.

Performance expectations may vary based on member volume, health plan requirements, and operational priorities.

Experience We're Looking For

Required Qualifications

• Two to three years of experience in member services, customer support, patient engagement, care coordination, scheduling, or a related field.
• Experience conducting high-volume outbound outreach or working in a call-based environment.
• Experience working remotely and using CRM, scheduling, case management, or care coordination systems.
• Strong verbal and written communication skills.
• Ability to manage multiple responsibilities, changing priorities, and competing deadlines.
• Comfort using telephone outreach tools, scheduling platforms, email, and electronic documentation systems.
• Ability to work independently while collaborating effectively with a remote team.
• Reliable high-speed internet and access to a private workspace suitable for confidential member conversations.

What Makes Someone Successful at Mae

Our core values guide how we serve members and work together.

• Solution-Oriented: We turn challenges into opportunities to improve.
• Curious: We ask thoughtful questions and continuously learn.
• Mission-Connected: We center mothers, families, and doulas in our work.
• Adaptable: We respond effectively to changing needs and priorities.
• Data-Driven: We use information and outcomes to improve decisions.
• Accountable: We take ownership of our responsibilities and commitments.
• Transparent: We communicate openly, respectfully, and honestly.

Work Expectations

• Employment type: Full-time, temporary W-2 employee
• Work arrangement: Remote, U.S.-based, subject to approved hiring locations
• Schedule: 40 hours per week, Monday through Friday, generally during established business and member outreach hours
• Compensation: $25.00 to $28.00 per hour
• Work environment: Reliable high-speed internet and a private workspace suitable for confidential member conversations

Employees are expected to attend required meetings, training, and coaching sessions and comply with Mae Health's timekeeping, overtime, attendance, privacy, and information security policies.

Specific assignment duration and any potential extension will be communicated when an approved opportunity becomes available. An extension or transition to regular employment is not guaranteed.

How Future Opportunities Work

Mae Health periodically hires Member Engagement Specialists to support members and our health plan partnerships. We're building a pipeline of qualified professionals so we can connect with interested candidates when hiring needs arise.

When you apply, our recruiting team will review your background and qualifications. Candidates whose experience aligns with our anticipated needs may be added to our Future Talent Bench.

If a relevant position becomes available, we may contact you to confirm your continued interest, availability, and qualifications before proceeding with the applicable selection process.

Important: This posting is for future opportunities and does not represent a currently approved open position.

Submitting an application or being included in our talent pool does not guarantee an interview, employment offer, start date, extension, or transition to regular employment.

You may request to stop receiving future recruiting communications at any time.

Interested in Making a Difference?

If you're passionate about supporting families, enjoy building meaningful relationships, and take pride in helping people stay connected to care, we encourage you to apply.

Join Mae Health's Member Engagement Future Talent Bench and help us prepare to serve more families.