Member Outreach Representative

What are important things that YOU need to know about this role?

• Experience: We are looking for a Medicaid rock star who is passionate about helping others live healthier lives. Dental industry or Managed Care Organization experience is preferred, but not required.
• Work Location: This is a hybrid, field-based position supporting outreach events, state initiatives, client meetings, trainings, and member engagement activities throughout Maryland. You can expect to spend approximately 25% of your time in the field (about once per week). While this role is aligned to our Baltimore office and includes occasional in-office collaboration, we offer flexibility for candidates who live farther from the Baltimore area, with office visits determined based on business needs.

What will YOU be doing for us? Strengthen member outreach efforts by generating reports, monitoring progress toward organizational and client goals, coordinating community-based outreach activities, and delivering dental health education that improves member access to care. Provide administrative support to the Member Experience Team and travel to support community events, client initiatives, and member engagement activities.

What will YOU be working on every day?

• Deliver and support outreach programs, activities, education, and materials designed to meet client requirements, address the needs of targeted member populations, increase member engagement, and improve understanding, access, and use of oral health benefits.
• Use internal technology resources to implement automated call campaigns, (i.e. Robocalls) to efficiently communicate benefit information, outreach opportunities, and oral health education to members.
• Create and maintain community-based and state-based partnerships that increase visibility of client programs, support member outreach objectives, improve access to oral health services, and participate in professional meetings to strengthen collaboration and share program updates.
• Coordinate and participate in community-based outreach events and trainings to educate members, community partners, and stakeholders on available benefits and oral health resources.
• Diligently track and report outreach activities, outcomes, and progress toward goals for client review, feedback, and continuous improvement.
• Collaborate with the Member Experience Coordinator and Medicaid Solutions Manager on cross-functional initiatives, outreach activities, strategic projects, and other assignments to support client goals and program success.
• Demonstrate the ability to work independently and collaboratively in team environments while consistently producing high-quality results.
• Travel once per week (25%) or as required to support outreach events, state-based initiatives, client meetings, trainings, and member engagement activities.
• Hybrid work environment: Must work from the office minimally 2-3 times per week.

• Other duties as assigned.

What qualifications do YOU need to have to be GOOD candidate?

• Required Level of Education, Licenses, and/or Certificates
  • High School Diploma
• Required Level of Experience
  • 1-3 years of resolving escalated customer service issues in a fast-paced environment (i.e. senior service-based roles)
• Required Knowledge, Skills, and Abilities
  • Intermediate knowledge of general computer software. (Excel, MS Word)
  • Ability to remain organized with multiple interruptions
  • Ability to manage multiple projects and ensure deadlines are met
  • Ability to build effective and collaborative working relationships
  • Ability to work effectively with a variety of individuals
  • Strong interpersonal skills with ability to quickly establish rapport with people
  • Commitment to providing the highest level of customer service

What qualifications do YOU need to have to be a GREAT candidate?

• Preferred Level of Education, License, and/or Certificates
  • Associates Degree
• Preferred Level of Experience
  • 1-3 years of experience in Medicaid and/or managed care environment 1-3 years of experience in developing and implementing member/provider communications or outreach programs, or experience in analyzing healthcare data.
• Preferred Knowledge, Skills, and Abilities.
  • Knowledge of statistical analysis techniques
  • Bilingual: Spanish

The pay range and midpoint is listed below for your reference. Please keep in mind that your education and experience along with your knowledge, skills and abilities are taken into consideration when determining placement within the range.

Compensation Range: $18.51 - $27.76

Compensation Midpoint: $23.13