Engagement Coordinator II

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for. 

We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration — because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued. 

Medica's Engagement Coordinator II is responsible for engaging members and connecting them to appropriate care coordination and health support services. This role conducts high-volume outbound telephonic outreach to members who have not yet engaged with available care coordination programs, helping them understand the benefits and resources available through Medica.

The Engagement Coordinator serves as a key point of contact for members, assesses non-clinical needs, promotes participation in care coordination services, and supports members in accessing healthcare resources and covered benefits. This position requires strong communication skills, a customer-focused approach, and the ability to effectively engage members over the phone. Perform other duties as assigned

Key Responsibilities

• Conduct outbound telephonic outreach to members to support engagement with care coordination and health management services
• Manage a member caseload of approximately 500-600 assigned members
• Complete a minimum of 20 outbound calls per day, with call volume frequently exceeding that threshold
• Educate members on available care coordination services, healthcare resources, and covered benefits
• Assess member needs using established protocols and connect members with appropriate programs and services
• Encourage participation in health assessments and care coordination programs
• Assist members in accessing healthcare services, community resources, and support programs
• Support care coordination activities, including documentation, follow-up, and member service coordination
• Monitor member needs and escalate clinical or complex concerns to the appropriate Care Coordinator or clinical staff
• Maintain accurate and timely documentation in accordance with organizational, contractual, and regulatory requirements
• Assist with appointment coordination, transportation arrangements, and other member support needs as appropriate
• Participate in team meetings, training, mentoring, and quality improvement initiatives
• Maintain a high level of customer service while supporting Medica's mission, vision, and values

Required Qualifications

• High school diploma or equivalent combination of education and experience
• Minimum of 2 years of experience in telephonic member engagement, customer service, call center operations, healthcare support, or a related field

Preferred Qualifications

• Experience working directly with customers, members, patients, or clients in a service-focused environment
• Strong verbal communication and active listening skills
• Ability to effectively engage members over the phone and build rapport
• Basic computer proficiency and experience navigating multiple systems simultaneously
• Experience in managed care, health insurance, healthcare, or population health environments
• Prior experience in a customer service or call center setting
• Knowledge of care management, care coordination, or member engagement programs
• Experience supporting members with healthcare navigation or access to community resources

Skills & Abilities

• Strong customer service orientation with a professional and empathetic approach
• Ability to confidently conduct high-volume outbound phone outreach
• Excellent verbal, written, and interpersonal communication skills
• Ability to engage members in meaningful conversations and promote participation in available programs
• Strong organizational skills and attention to detail
• Ability to prioritize, manage multiple tasks, and meet productivity expectations
• Effective problem-solving and critical-thinking skills
• Ability to work independently while maintaining collaboration with a remote team
• Experience documenting interactions accurately and thoroughly
• Proficiency with Microsoft Office applications and ability to learn new systems quickly
• Ability to handle sensitive and confidential information appropriately
• Ability to listen, communicate, document, and navigate systems simultaneously while on calls

This position is a Remote role. To be eligible for consideration, candidates must have a primary home address located within any state where Medica is registered as an employer - AR, AZ, FL, GA, IA, IL, KS, KY, MD, ME, MI, MN, MO, NC, ND, NE, NM, OK, SC, SD, TN, TX, VA, WI.

The full salary grade for this position is $41,300 - $70,800. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $41,300 - $61,950. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data.  In addition to compensation, Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees. 

The compensation and benefits information is provided as of the date of this posting. Medica’s compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.