[Hiring] Member Engagement Coordinator @Jukebox Health

Role Description

We are seeking a compassionate and detail-oriented Member Engagement Coordinator to serve as the primary point of contact for clients and partner care coordinators in our service delivery process. You'll be the first voice our members hear on their Jukebox Health journey and their go-to contact from there. You'll guide each member from first call through their post-project completion satisfaction survey and everything in between.

• Scheduling initial occupational therapy evaluations
• Owning the front line for member communications
• Answering questions and resolving concerns
• Bringing in the right teammates when needed
• Being a responsive point of contact for our health plan and referral partners

Key Responsibilities

• Proactive outbound communication
  • Make high-volume outbound calls throughout the member journey, starting with newly referred members
  • Schedule members with their assigned occupational therapist to start the home modification process
  • Make appointment reminder calls throughout to confirm attendance, address concerns, and reschedule when needed
  • Keep members informed on their projects with timely updates and clear next steps
• Inbound member support
  • Handle all inbound communication with care, including callback requests
  • Quickly pull together member and program information to resolve questions
  • Document every interaction accurately and on time in our internal CRM
• Partner communication
  • Respond to health plan and referral partners with clear, professional writing
  • Apply each partner's specific program rules and requirements when handling projects
  • Uphold Jukebox Health's values and communication standards with every touchpoint
• Quality growth and scale
  • Participate in call reviews and coaching, and use feedback to keep improving
  • Share what you hear from members and partners to help us improve our guides, tools, and processes
  • Adopt updates quickly as they roll out; participate in testing new features

Qualifications

• 2+ years in a high call volume, customer-facing role involving phone-based work, care coordination, or client services
• A genuine commitment to members and to delivering a great experience
• Ability to build rapport quickly and communicate with empathy
• Ability to switch context quickly between stakeholders with different needs
• Comfort in an environment where processes evolve quickly
• Excellent verbal and written communication
• Strong organization and follow-through
• Comfort working in a remote, tech-heavy environment

Preferred

• Experience in healthcare, managed care, home health, or social services
• Familiarity with Medicaid programs, waiver programs, or health plan operations
• Spanish language proficiency

Benefits

• Generous company-funding of our health, vision, and dental plans
• HSA plans
• Short and Long-Term Disability
• Life and Personal Accident Insurance
• Hospital Insurance
• 401(k) immediately upon hire
• Generous candidate referral program
• Unlimited PTO + 10 paid holidays
• $1000 stipend you can use towards work from home costs
• Frequent team off-sites and get-togethers around the country
• Collaborative team environment
• Monthly Townhalls
• High trust environment
• A laptop and company swag upon hire

Compensation

$65,000 - 75,000/year + new hire company equity