Member Engagement Specialist (EST) at Tuesday Health in Cleveland, OH

Member Engagement Specialist

Location: Remote (must be located in EST)

Who We Are:

Tuesday Health is a value-based palliative care provider group dedicated to transforming serious illness and end-of-life care. We deliver goal-centered care focused on alleviating physical symptoms and emotional stress for individuals and their caregivers. Our interdisciplinary care teams reduce avoidable hospitalizations and improve quality of life wherever individuals call home. Through our leading-edge care model, Tuesday Health is shaping the future of community-based palliative care nationwide. 

The Role:

The Member Engagement Specialist is responsible for engaging and enrolling eligible health plan members in Tuesday Health’s supportive care services. The Member Engagement Specialist will educate members on Tuesday Health’s service offerings and support ongoing engagement with the member throughout the program. The ideal candidate will be highly personable and professional with excellent communication skills and have experience working with members and caregivers.

Key responsibilities of this role may include:

• Utilize telephonic outreach and engagement strategies to contact members and schedule a clinical assessment visit.
• Effectively communicate Tuesday Health services, overcome objections, and answer questions.
• Connect members to services available to meet their needs during the initial outreach.
• Provide ongoing telephonic customer service to members and their caregivers.
• Initiate creative strategies to facilitate member contact.
• Maintain performance accountability around member enrollment and participation and achieve performance targets.
• Adhere to Tuesday Health information security and privacy requirements.
• Leverage reporting and dashboards to prioritize outreach to members.
• Successfully meet and/or exceed engagement targets.

A strong candidate will demonstrate the following:

• Minimum of three (3) years of experience in an outreach, contact center, or customer service role, preferably in healthcare
• Highly organized, detail-oriented and self-driven with the ability to work independently and as part of a team
• Demonstrated ability working in a matrixed environment
• The ability to communicate effectively and persuasively is required
• Exceptional verbal communication skills, and effective presentation skills
• Discretion and adherence to upholding patient information.
• Experience with CRM platforms or Electronic Health Record systems (EHR/EMR) is preferred
• Leadership, communication, collaboration, and problem-solving skills
• Strong alignment with Tuesday Health’s core values: (1) We put members first (2) We lead with integrity; (3) We embrace different perspectives; (4) We nurture authenticity; (5) We deliver
• Bi-lingual, Spanish preferred

What We Offer:

• Competitive compensation, reflecting our commitment to attracting, retaining, and motivating the best talent in the industry
• Comprehensive benefits including medical, dental, vision, and life insurance, paid time off and holidays, employer 401(K) match, etc.
• Remote work with multiple onsite sessions each year to maximize collaboration and team building
• A dynamic and inclusive team environment where you can lean on your teammates, offer candid feedback, bring your true self to work each day, and deliver tremendous impact while having fun along the way
• Meaningful work each day; we care deeply about our mission, our patients, and each other

Tuesday Health seeks to recruit and retain staff from diverse backgrounds and encourages qualified candidates to apply. Tuesday Health is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity/expression, sexual orientation, color, race, creed, national origin, ancestry, religion, marital status, political belief, physical or mental disability, pregnancy, military, or veteran status.