Health Engagement Specialist

About the role

The Health Engagement Specialist will handle incoming requests for home care services and manage all client change in condition (CIC) calls from direct care staff. Responsibilities include vetting and quoting opportunities for private pay, coaching and training direct care staff on the CIC process and reports, monitoring and addressing electronic visit verification (EVV) geofence incidents, and providing regular updates to Agency Directors and operational leaders. Bilingual (Spanish) preferred.

Responsibilities

• Receive incoming calls from potential new clients, relay information about services, and qualify leads to 'conversion ready' status.
• Work closely with sales teams, referral partners, and branch managers to track and follow up on leads.
• Receive and document CIC calls from direct care staff, review and verify CIC reports, and perform necessary follow-ups.
• Evaluate CIC information and relay it to payer care managers, physicians, or internal operations.
• Review EVV geofence reports, identify reasons for events, correct client data, and provide coaching to direct care staff on EVV protocols.
• Conduct competitive surveys and mystery shops, and perform quality assurance calls.
• Maintain confidentiality of sensitive information and comply with Medicare, Medicaid, and HIPAA regulations.
• Demonstrate teamwork, contribute to census and revenue growth, and meet productivity requirements.
• Perform other duties as assigned.

Requirements

• Associate’s Degree or equivalent required; Bachelor’s Degree preferred.
• Two years’ experience in customer service, marketing, and/or sales (call center experience strongly preferred).
• General knowledge of home care and home health; managed home healthcare knowledge preferred.
• Strong communication and interpersonal skills.
• Proficiency in Microsoft Office (Excel) and web-based applications.
• Ability to work in a fast-paced, multi-phased environment.
• Commitment to exceptional customer service.

Benefits

• Medical, dental, and vision benefits.
• Continued education opportunities.
• Paid time off (PTO) plan.
• Retirement planning.
• Life insurance.
• Employee discounts.

Pay

$19 - $22 hourly.

Schedule

Remote, 40 hours per week (1 day per month in the Lisle office). Temp-to-hire for an initial 6-month period with potential for permanent hire.

Location: Addus HomeCare, 801 Warrenville Road Ste. 800, Lisle, IL 60532.