Member Engagement Specialist

Position Summary

Esperta Health is hiring a caring, driven, and goal-focused Member Engagement Specialist to join its expanding team. In this entirely remote position, you will reach out proactively to health plan members who may benefit from Esperta’s specialized wound care services.

As the initial contact for prospective patients, you will explain the value of wound care treatment, learn about member needs, remove obstacles that may delay care, and connect members with Esperta’s clinical teams. The role supports better patient outcomes, helps prevent avoidable hospital visits, and ensures members can access timely, high-quality wound care.

Key Responsibilities - Member Outreach & Engagement

• Make outbound phone calls to health plan members selected from targeted member lists.
• Develop trust and a strong working relationship with patients and their families through clear, professional, and compassionate conversations.
• Help members understand Esperta’s wound care services and why early treatment matters.
• Walk members through their treatment choices and clarify what the wound care process involves.
• Identify challenges that may prevent care, such as transportation issues, scheduling difficulties, cost concerns, or adherence barriers.

Care Coordination Support

• Arrange referrals and appointments with Esperta clinical providers.
• Work with internal care teams to support smooth onboarding and prompt follow-up for members.
• Record outreach efforts, member conversations, and results accurately in company systems.
• Escalate urgent clinical issues to the right care team members according to established procedures.
• Help re-engage members who previously declined services or did not attend scheduled appointments.

Performance & Quality

• Achieve the expected outreach, engagement, and conversion targets.
• Follow HIPAA requirements and all other applicable healthcare regulations.
• Take part in ongoing training, coaching, and quality improvement activities.
• Share observations about member needs, common barriers, and ways to strengthen engagement efforts.

Requirements

• High school diploma or an equivalent credential.
• At least 2 years of experience in healthcare outreach, patient engagement, customer service, care coordination, call center work, or a similar area.
• Strong spoken communication skills and active listening ability.
• Confidence in building rapport and earning trust over the phone.
• Excellent organization and careful attention to detail.
• Comfort using CRM tools, electronic documentation systems, and Microsoft Office applications.
• Ability to work independently in a remote setup.
• Bilingual in English and Spanish.

Preferred Qualifications

• Experience supporting Medicare, Medicare Advantage, Medicaid, or managed care populations.
• Background in healthcare navigation, care management, patient advocacy, or chronic disease management.
• Familiarity with wound care, home health, post-acute care, or population health programs.

Success Factors

• Genuine interest in helping patients access needed care.
• Comfort with making a high volume of outbound calls.
• Strong empathy and a patient-first mindset.
• Self-driven with a strong sense of ownership and accountability.
• Ability to handle objections and encourage patient participation.
• Capacity to meet productivity goals while still delivering a personalized experience.

Benefits

• Medical, dental, and vision coverage.
• 401(k) and IRA retirement options.
• Paid time off, including vacation, sick leave, and public holidays.
• Training and professional development support.
• Work-from-home flexibility.