Member Engagement Specialist

This is a fully remote position, open to applicants in New York.

📋 Description

• Perform proactive and high-volume outreach to enrolled members, mainly via phone.

• Inform members about Mae's doula services and the maternal health support available.

• Establish trust, respond to inquiries, and resolve concerns that may hinder participation.

• Collect and verify information essential for effective doula matching.

• Arrange doula visits and oversee the completion of appointments.

• Follow up on any missed, canceled, or rescheduled appointments.

• Recognize members who are becoming disengaged and assist them in reconnecting with services.

• Coordinate member-doula matches, confirmations, and rematches alongside Doula Experience Specialists.

• Track member satisfaction and escalate issues when further support is necessary.

• Assist members in navigating scheduling difficulties and ensuring continuity of care.

• Record outreach activities, scheduling changes, member interactions, and follow-up requirements.

• Uphold accurate member records in accordance with privacy and quality standards.

• Collaborate with Care Coordinators, Doula Experience Specialists, and other internal teams.

• Provide member feedback, identify barriers to engagement, and contribute to process enhancements.

• Complete roughly 50 outbound outreach attempts each workday.

• Aid in improving doula utilization and the rates of completed visits.

• Report directly to the Member Services Manager.

⛳️ Requirements

• Two to three years of experience in member services, customer support, patient engagement, care coordination, scheduling, or a similar field.

• Proven experience in conducting high-volume outbound outreach or working in a call-based setting.

• Familiarity with remote work and proficiency in CRM, scheduling, case management, or care coordination systems.

• Excellent verbal and written communication abilities.

• Capability to juggle multiple responsibilities, adapt to changing priorities, and meet competing deadlines.

• Comfort in utilizing telephone outreach tools, scheduling platforms, email, and electronic documentation systems.

• Ability to work independently while also effectively collaborating with a remote team.

• Access to reliable high-speed internet and a private workspace that is suitable for confidential member discussions.

• Must reside in the U.S. in an approved hiring location.

• Availability for 40 hours per week, Monday through Friday, typically during established business and member outreach hours.

🏝️ Benefits

• Remote work arrangement.

• Full-time temporary W-2 employment.

• Participation in required meetings, training sessions, and coaching.

• Possible extension or transition to regular employment may be considered, though not guaranteed.