Call Center Engagement Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary telephonic liaison for potential participants, caregivers, and referral partners.

• Establish trust-based relationships from the initial conversation.

• Conduct outbound follow-up calls to interested prospects, including referrals from partner organizations.

• Respond to inbound campaign inquiries and provide education on PACE services, eligibility, and care support.

• Comprehend the needs of prospective participants and their families, articulating Habitat Health’s value proposition.

• Employ rapport-building techniques, active listening, qualification questioning, managing objections, and offering next-step guidance.

• Evaluate preliminary PACE eligibility and assist qualifying seniors with early enrollment steps, including Medi-Cal application support when applicable.

• Facilitate warm handoffs to Enrollment Specialists, Outreach Specialists, and Intake Coordinators.

• Conduct service recovery, address concerns, and de-escalate callers.

• Effectively manage time and prioritize a high volume of inbound and outbound activities.

• Achieve or surpass call volume, conversion, and warm handoff targets.

• Keep accurate records of prospect communications and activities in CRM and Contact Center systems.

• Ensure compliance with CMS, DHCS, Habitat Health policies, TPMO recording obligations, and federal/state marketing regulations.

• Perform additional duties as assigned.

⛳️ Requirements

• At least 3–5 years of experience in a healthcare call center, telephonic enrollment, Medicare/Medi-Cal outreach, customer engagement, or a similar contact center service environment, ideally with senior or vulnerable populations.

• Must reside in the Mountain or Pacific Time zone.

• Capacity to build rapport and trust over the phone with older adults and their family caregivers.

• Exceptional phone demeanor and etiquette.

• Comfort in a metrics-driven environment with daily call volume and conversion expectations.

• Excellent verbal and written communication skills.

• Strong organizational and time-management capabilities.

• Ability to handle a high volume of prospects, follow-ups, and inbound/outbound activities.

• Proficient in using Microsoft Office Suite, CRM systems including Salesforce, and Contact Center Systems.

• Previous experience in PACE, Medicare Advantage, DSNP, or Medi-Cal enrollment is preferred.

• Familiarity with TPMO/CMS marketing compliance requirements is preferred.

• Bilingual in Spanish is strongly preferred.

• A B.S./B.A. degree in healthcare, Business Administration, or Marketing is preferred.

• Adherence to the COVID-19 vaccination policy is a crucial requirement for the role; proof of vaccination may be required prior to employment.

• Authorization to work in the United States will be verified through E-Verify.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Short- and long-term disability insurance.

• Life insurance.

• Flexible spending accounts.

• 401(k) savings plan.

• Paid time off.

• Company-paid holidays.

• Reasonable accommodations for disabilities and sincerely held religious beliefs.

• Accommodations for vaccination and infection-control policies where applicable.