Outreach & Enrollment Coordinator (Bilingual - English/Spanish)

About the role

Malama leverages technology and people to deliver exceptional care, building novel biometric tracking and patient engagement tools that enable skilled Care Managers to provide high-touch care navigation and coordination for pregnant and postpartum mothers. Our model is built on culturally congruent, trauma-informed care, meeting members where they are: in their homes, clinics, and communities. We've raised $9.2M in funding and are on target to hit profitability this year. Our mission is to improve pregnancy-related outcomes, beginning with conditions that disproportionately affect historically underserved groups.

We're hiring a full-time, bilingual Outreach Coordinator (Spanish) to support member outreach and enrollment operations. This role is the front door for many members: responding to inbound inquiries, executing structured outbound follow-ups, screening for eligibility, and coordinating warm handoffs into care navigation. This is a non-physician, non-licensed role and does not include independent medical decision-making authority.

Responsibilities

• Conduct ongoing outreach to individuals who have signed up via the app or completed a Jotform, following up within SLA to engage them.
• Execute structured outbound follow-up cadences to re-engage members who haven't responded.
• Deliver script-based outreach calls using tailored call scripts for each lead (e.g., source, stage, program eligibility) to ensure consistent, relevant messaging while adapting tone and approach.
• Screen for eligibility by verifying coverage using insurance portals and collecting basic eligibility information (e.g., pregnancy/postpartum status).
• Determine program eligibility and guide members through intake steps, including helping complete questionnaires when needed.
• Assess interest and drive enrollment by gauging interest in Malama's care navigation services and guiding individuals through enrollment steps.
• Support members who aren't eligible with alternative resources (e.g., doula matching, basic resource referrals & navigation).
• Respond to member inquiries about the program and address concerns that may be barriers to enrollment, communicating clearly and compassionately, including in sensitive situations.
• Support program activation by assisting with administrative steps to activate new members, including scheduling and confirming next-step appointments (e.g., New Mother Visit).
• Document outreach activity by logging all attempts, call outcomes, and enrollment status accurately and timely in Malama's EHR and internal tracking tools, following HIPAA-aligned practices.
• Collaborate with the care team to ensure smooth handoffs of newly enrolled members and follow up with referring providers and partners as needed.

Requirements

• Bilingual in Spanish (spoken and written).
• 2+ years of experience in outreach, care coordination, call center, sales, enrollment, or member/patient engagement roles (healthcare experience preferred).
• Comfortable working from a call script while adapting tone and approach based on who you're speaking with.
• Strong phone presence — clear, warm, and persuasive without being pushy.
• Organized and detail-oriented; reliable in logging outreach activity and follow-ups.
• Comfortable with high call volume and repetitive outreach cadences.
• Mission-driven — passionate about maternal health and helping people access care and close equity gaps.
• Comfortable using outreach/CRM tools, Google Workspace, Slack, and similar platforms.

Preferred Qualifications

• Experience working with Protected Health Information (PHI) and HIPAA-aligned practices.
• Experience with EHR documentation and high-volume outreach queues.

Benefits

• $20-24/hour + performance bonus.
• Health and other benefits.