Engagement Specialist I

About the role

As an Engagement Specialist, you often represent one of the first interactions a member has with Somatus. This role sets the tone for the member experience by establishing trust, demonstrating professionalism, and ensuring members feel supported as they begin their care journey. You will focus on building rapport with members, gathering and verifying member information, and facilitating connections to clinical care teams through appointment scheduling and timely follow-up. This role delivers high-quality customer service with professionalism and empathy, accurately documents all member interactions, and works efficiently in a fast-paced environment.

Engagement Specialists collaborate across teams to support a seamless member experience while consistently meeting established quality, productivity, and engagement performance metrics.

Responsibilities

• Conduct inbound and outbound member dialer calls to introduce and educate members on the Somatus program, effectively encouraging engagement while accurately routing inbound calls to the appropriate teams as needed.
• Ask initial health-related questions, verify provider information, and accurately document all member interactions in designated systems.
• Coordinate and schedule outreach appointments with care team staff using approved scheduling tools.
• Deliver exceptional customer service by maintaining a consistent, professional, and compassionate communication style, including handling escalated or sensitive calls with empathy and discretion.
• Perform efficiently in a high-volume, fast-paced environment while ensuring accuracy and attention to detail.
• Collaborate effectively with clinical teams, supervisors, and cross-functional partners to ensure a seamless member experience.
• Maintain working knowledge of documentation platforms and call center technology, adapting quickly to system or process changes.
• Effectively multitask across phone systems, documentation platforms, chat tools, and scheduling systems.
• Meet or exceed established quality, productivity, and engagement performance metrics.
• Support additional duties and responsibilities as assigned to meet operational and organizational needs.

Requirements

• High School diploma or GED required.
• 1+ years of experience working in a fast-paced call center environment.
• 1+ years of experience working in healthcare.
• Familiarity with medical terminology and HIPAA required.

Skills

• Effective written and verbal communication skills that demonstrate respect and cultural awareness during interactions with members.
• Computer proficiency utilizing MS Office (Word, Excel, PowerPoint, and Outlook), and telecom devices, including the ability to type and talk simultaneously while navigating multiple applications.

Physical Requirements

• Reside in a location that can receive a high-speed internet connection or leverage existing high-speed internet service.
• Access to a private, dedicated home workspace free from distractions to protect patient privacy regarding HIPAA and Privacy regulations.
• Ability to work assigned schedule to meet member and client needs.
• Ability to remain in a seated or standing position for extended periods as required to perform essential job functions.

Pay

$20.00 to $23.00 per hour. We offer competitive compensation that reflects market conditions and recognizes the skills, experience, and contributions of our team members. Compensation for the role will depend on a candidate’s qualifications, skills, competencies, experience, and geographic location and may fall outside of the range shown above.

Benefits

• Subsidized personal healthcare coverage: Medical, Dental & Vision, plus Wellness programs.
• Paid Time Off: Accrual of 3 weeks’ Vacation (PTO).
• Professional development: CEU and tuition reimbursement.