Member Engagement Coordinator
At Jukebox Health, our mission is to empower everyone to live safer, healthier, more independent lives at home. We partner with health plans to make homes safer and more accessible for older adults and high-needs populations. We achieve this by combining technology with networks of clinicians, suppliers, and installers to deliver personalized home modifications and environmental supports nationwide. Founded by experienced entrepreneurs, Jukebox Health is a fast growing healthcare services company backed by top venture capital firms like Valtruis and The Home Depot.
We are seeking a compassionate and detail-oriented Member Engagement Coordinator to serve as the primary point of contact for clients and partner care coordinators in our service delivery process.
You'll be the first voice our members hear on their Jukebox Health journey and their go-to contact from there. You'll guide each member from first call through their post-project completion satisfaction survey and everything in between. Specifically, scheduling initial occupational therapy evaluations, owning the front line for member communications, answering questions, resolving concerns and bringing in the right teammates when needed. You'll also be a responsive point of contact for our health plan and referral partners.
If you lead with warmth, move with urgency, and take pride in the quality of every member interaction, we'd like to hear from you.
Key Responsibilities
Proactive outbound communication
Make high-volume outbound calls throughout the member journey, starting with newly referred members who are often meeting Jukebox Health for the first time
Schedule members with their assigned occupational therapist to start the home modification process, and make appointment reminder calls throughout to confirm attendance, address concerns, and reschedule when needed
Keep members informed on their projects with timely updates and clear next steps, to reduce member friction and prevent avoidable escalations
Inbound member support
Handle all inbound communication with care, including callback requests
Quickly pull together member and program information to resolve questions and hand off to the right internal team with clear context when necessary
Document every interaction accurately and on time in our internal CRM
Partner communication
Respond to health plan and referral partners with clear, professional writing
Apply each partner's specific program rules and requirements when handling projects
Uphold Jukebox Health's values and communication standards with every touchpoint
Quality growth and scale
Participate in call reviews and coaching, and use feedback to keep improving
Share what you hear from members and partners to help us improve our guides, tools, and processes
Adopt updates quickly as they roll out; participate in testing new features, provide feedback so we can iterate, and lead with a can-do attitude
Qualifications
Required
2+ years in a high call volume, customer-facing role involving phone-based work, care coordination, or client services
A genuine commitment to members and to delivering a great experience, including a track record of going the extra mile
Ability to build rapport quickly and communicate with empathy, especially with older adults or high-needs populations
Ability to switch context quickly between stakeholders with different needs (members, caregivers, occupational therapists, project managers, and health plan partners)
Comfort in an environment where processes evolve quickly, with the flexibility to absorb new guidance and keep quality high through the change
Excellent verbal and written communication
Strong organization and follow-through
Comfort working in a remote, tech heavy environment where you'll move between multiple tools throughout the day, including a CRM, a cloud phone system, email, text, and messaging platforms, and keep information accurate across all of them
Preferred
Experience in healthcare, managed care, home health, or social services
Familiarity with Medicaid programs, waiver programs, or health plan operations
Spanish language proficiency
How We Invest In You
Generous company-funding of our health, vision, and dental plans
HSA plans
Short and Long-Term Disability
Life and Personal Accident Insurance
Hospital Insurance
401(k) immediately upon hire
Generous candidate referral program
Time Away
Unlimited PTO + 10 paid holidays Remote First Team
Remote First Team
$1000 stipend you can use towards work from home costs
Frequent team off-sites and get-togethers around the country
Collaborative team environment
Monthly Townhalls
High trust environment
A laptop and company swag upon hire
Compensation: $65,000 - 75,000/year + new hire company equity