Member Engagement Specialist

Job Description

Job Description

About Total Care Connect

Total Care Connect (TCC) is a rapidly growing mobile-integrated healthcare company that delivers in-home preventive and chronic care services to health plan members. Our mission is to bring care directly to the member’s doorstep—closing care gaps, improving health outcomes, and creating a better experience for both members and health plans.

Position Summary

The Member Engagement Specialist plays a vital role in connecting health plan members to the preventive services offered through TCC. This role focuses on outreach, education, and scheduling for members who are eligible for in-home preventive care visits such as Annual Wellness Visits, cancer screenings, vaccinations, and other HEDIS-quality measures. The goal is to ensure that every member is contacted, engaged, and supported through the scheduling process to receive their preventive care.

Key Responsibilities

Conduct outbound calls, texts, and emails to eligible health plan members to educate and schedule them for in-home preventive services.

Use approved scripts to explain the value of preventive visits, including flu shots, cancer screenings, and other HEDIS-related services.

Verifying member eligibility and performing data recovery tasks such as updating and maintaining accurate contact information, including phone numbers and addresses.

Document outreach attempts, call outcomes, and member preferences accurately in TCC’s engagement and scheduling platform

Follow the TCC three-touch communication process (call, voicemail, text) to maximize member reach and engagement.

Obtain text message consent and send appointment reminders in accordance with company policy.

Reschedule canceled or missed appointments promptly to minimize care gaps.

Collaborate with care coordinators, clinical staff, and management to ensure seamless communication and scheduling.

Track daily call goals and contribute to weekly performance metrics such as reach rate, scheduled appointments, and completed visits.

Maintain confidentiality of all member information in compliance with HIPAA regulations.

Qualifications

Prior experience in healthcare member engagement, call center, or care coordination preferred.

Strong communication and active listening skills, with empathy for diverse populations.

Ability to explain healthcare services in clear, patient-friendly language.

Comfort using technology (Microsoft Teams, engagement tools, EHRs).

Highly organized, reliable, and self-motivated with attention to detail.

High school diploma or equivalent required; associate or bachelor's degree in healthcare, social services, or related field preferred.

Performance Expectations

70+ outbound calls per day with 350+ outbound calls per week with appropriate documentation.

5+ scheduled visits per day with 25+ scheduled visits per week.

Maintain ≥30% contact rate and ≥15% scheduling conversion rate.

Adherence to TCC’s engagement workflow and member communication standards.

Consistent collaboration and communication with the care coordination team.

Why Join TCC

Be part of a mission-driven company improving access to preventive care for underserved communities.

Opportunity to grow within a fast-scaling healthcare startup.

Collaborative team environment with flexible, supportive leadership.

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