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Member Engagement Specialist

Cambria Health, Inc.

Cambria Health, Inc.

Salt Lake City, UT, USA · Salt Lake City, UT, USA · Medford, OR, USA · Medford, OR, USA · Coeur d'Alene, ID, USA · Coeur d'Alene, ID, USA · Lewiston, ID, USA · Lewiston, NY, USA · Boise, ID, USA · Boise, ID, USA · Burlington, WA, USA · Burlington, MA, USA · Seattle, WA, USA · Seattle, WA, USA · Bend, OR, USA · Tacoma, WA, USA · Tacoma, WA, USA · Salem, OR, USA · Pocatello, ID, USA · Remote · Portland, OR, USA · Portland, OR, USA
Posted on Friday, September 15, 2023

Member Engagement Specialist

Remote from WA, OR, UT, or ID

Primary Job Purpose:

Provide member outreach to remove barriers, assist and support education about benefits, preventative health screenings, and community resources as part of specific initiatives or care management programs. Encourage engagement in health-related activities and programs and provide appropriate referrals to case management and/or other internal or external services and resources. Provide excellent and caring services to all internal and external customers.

Minimum Requirements

Competencies and Knowledge:

  • Strong communication skills with the ability to effectively interact with a wide variety of individuals on highly sensitive topics.

  • Demonstrated ability of strong customer-service skills, including courteous telephone etiquette, listening, patience, empathy, and maintaining confidentiality. Ability to exercise discretion on sensitive and confidential matters

  • Ability to communicate effectively orally and in writing with understanding and ability to apply correct punctuation, spelling, grammar and proof-reading skills.

  • General organization, data entry and administrative skills. Proven ability to effectively handle multiple tasks and prioritize workload.

  • General computer skills (including use of Microsoft Office, Outlook, Internet search).

  • Ability to work a varied schedule such as early evening.

  • Basic knowledge of medical terminology and familiarity with topics such as specific disease and lifestyle topics and related resources.

  • Ability to work independently, to prioritize work, meet deadlines and achieve operational standards.

  • Ability to research and problem solve in a creative manner to reach a solution. Ability to identify when it is appropriate to refer to others.

  • Ability to make decisions and exercise good judgment in a complex and rapidly changing environment

  • Ability to adapt to a fast-paced environment and learn, retain, and interpret new or evolving information, procedures, and policies and communicate them effectively

  • Ability to work under stress and pressure and respond to inquiries with tact, diplomacy and patience

  • Ability to work in a team environment

  • Demonstrate initiative in researching and resolving benefit, and eligibility issues

Normally to be proficient in the competencies listed above:

Member Engagement Specialists: would have a High School diploma and one (1) year customer service call center experience or one (1) year customer service experience such as insurance, retail, banking, restaurant, hospital medical office or other experience with extensive customer service contact or equivalent combination or education and experience. Preferred medical certification like a Certified Nursing Assistant (CNA) or Medical Assistant and prior health plan Customer Service, Clinical Intake, Provider office, or health coaching or equivalent combination of education and experience.

General Functions and Outcomes

  • Initiates outbound telephone calls or emails to members identified for the Regence Care Management Programs or initiatives.

  • Utilizes principles of motivational interviewing to encourage engagement in health-related activities and programs.

  • Educate members by providing information regarding benefits, tools or resources they need to adhere to nationally recognized preventive screenings, discharge and treatment plans.

  • Works with a Care Manager to assure that member needs are met through identification and referral to appropriate resources and licensed clinical staff as appropriate.

  • Utilizes the applicable care management platform to appropriately record and track member interactions.

Depending on candidate's experience and geographical location:

The hourly range for this role is $16.25 - $30.50.
The bonus target for this position is 5%.

Base pay is just part of the compensation package at Cambia that is supplemented with an exceptional 401(k) match, bonus opportunity and other benefits. In keeping with our Cause and vision, we offer comprehensive well-being programs and benefits, which we periodically update to stay current. Some highlights:

  • medical, dental, and vision coverage for employees and their eligible family members

  • annual employer contribution to a health savings account ($1,200 or $2,500 depending on medical coverage, prorated based on hire date)

  • paid time off varying by role and tenure in addition to 10 company holidays

  • up to a 6% company match on employee 401k contributions, with a potential discretionary contribution based on company performance (no vesting period)

  • up to 12 weeks of paid parental time off (eligible day one of employment if within first 12 months following birth or adoption)

  • one-time furniture and equipment allowance for employees working from home

  • up to $225 in Amazon gift cards for participating in various well-being activities. for a complete list see our External Total Rewards page.

We are an Equal Opportunity and Affirmative Action employer dedicated to workforce diversity and a drug and tobacco-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, age, sex, sexual orientation, gender identity, disability, protected veteran status or any other status protected by law. A background check is required.