[Hiring] Engagement Coordinator @Lucet

Role Description

The Engagement Coordinator plays an important role in reaching out to our active insured members to schedule their annual wellness/benefit exam. This role involves making outbound calls using a Progressive dialer, while being held accountable to minimum required that are in line with industry standards.

Member Relationship Building & Communication

• Build strong, sustainable relationships with members through effective customer service techniques across all communication platforms.
• Identify member needs, clarify information, and provide timely, accurate guidance and solutions.

Appointment Coordination & Support

• Assist members with scheduling, rescheduling, and canceling appointments while coordinating with family members, caregivers, or healthcare proxies.
• Provide clear instructions and education to prepare patients for in-home exams and scheduled services.

Operational Efficiency & Documentation

• Manage high volumes of inbound/outbound calls, emails, chats, and texts while maintaining service quality.
• Accurately document member interactions, appointment outcomes, data entry tasks, and other details that support the primary care team.

Qualifications

• Minimum of a High School diploma.
• Recent experience in a healthcare setting and/or 2-3 years of experience working in an outbound, sales focused, customer centered, production driven environment.
• Understanding of medical terminology.
• Proficient with Microsoft Office Suite and Dialer experience.
• Flexibility and ability to adapt to changing work aspects that may include different campaigns, lists, leads, making manual calls, reminder calls, and follow up text messages as needed.
• Ability to work schedule of Monday through Friday between 9am-6pm EST.
• Ability to pass background check upon hire and throughout employment.

Requirements

• Living our Values:
  • Serving everyone with compassion and leading with empathy.
  • Stepping up and creating value by taking charge and acting when there is an opportunity.
  • Adapting in a changing world by recognizing our responsibility to be agile and respond quickly.
  • Nurturing growth and belonging by respecting and celebrating everyone for who they are.
• Strong interpersonal and communication skills, with the ability to work effectively with diverse populations.
• Effective critical thinking and problem-solving skills.
• Demonstrated ability to establish trust quickly and motivate members through an engaging motivational approach.
• Convey confidence and understanding of member needs and care resources.
• Ability to problem solve and arrive at solutions timely and with consideration of the end user in mind.
• Remains positive and keeps forward momentum when faced with challenges.
• Have the ability to relate to others and connect quickly.
• Demonstrate persistence in meeting objectives and personal development goals.

Working Conditions

• High-speed internet service (cable or fiber optic) with minimum download Speed of 20 Mbps, Upload Speed of 5 Mbps, and Maximum Latency of 100 milliseconds (must be installed before starting) required.
• Frequent use of computer and phone systems.
• Must be able to constantly remain in a stationary, sitting position, communicate and exchange information with others, inspect information, perform repetitive motions with arms and fingers, interpret data, problem solve, make decisions, organize and plan, and maintain a positive and professional attitude in all situations.
• Work is performed from home with company-provided equipment. Sitting for long periods of time is expected and use of fingers and hands for typing is necessary.
• A quiet workspace with minimal background noise for calls.
• This role requires working from a fixed, designated workspace in your home and does not allow flexibility in work locations even within the home.
• A hardwired internet connection is required along with ability to sit for extended periods using company-issued wired headsets and desktop equipment.