Engagement Coordinator II

About the role

Medica is a nonprofit health plan serving 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. This role involves engaging and triaging members to align them with appropriate care support programs.

Responsibilities

• Average 40 outbound calls per day to introduce and promote case management programs to health plan members
• 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
• Perform other duties as assigned

Requirements

• 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
• Self-starter, independent functioning with strong organizational, service and communication skills
• Experience collaborating with providers and other health professionals
• 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
• 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
• Proficient in the use of quality monitoring system to review monthly audits

Section

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

Pay

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.

Benefits

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.

Schedule

This position is a Remote role.