Medicare Member Engagement Specialist

About Cleo:

At Cleo, we make a real impact by doing work that matters: helping working caregivers be their best at home and at work.

Cleo is a family benefits platform that picks up where the healthcare system leaves off. We combine the expertise of our team of guides and specialists – parent and maternity coaches, doulas, lactation consultants, sleep experts, adult care specialists, and more – with a powerful technology platform that helps every working caregiver succeed.

Cleo is offered by over 180 leading employers, including global Fortune 500 leaders and industry innovators like Salesforce, PepsiCo, Red Bull, and Pinterest. We’re expanding our offerings and our team to meet the growing demand of employers, caregivers, and the healthcare sector. Now we're looking for experienced and passionate team members like you to join us.

Title: Medicare Member Engagement Specialist

We are looking for a proactive, compassionate, and service-oriented Member Engagement Specialist to join our team. This role focuses on supporting Medicare members and their caregivers by actively reaching out, engaging, and guiding them through enrollment in our services, as well as sourcing care that meets individual needs. The ideal candidate will have experience in customer-facing roles, a passion for helping others, and a strong ability to connect members with appropriate resources. This position plays a critical role in enhancing our members’ overall experience and ensuring they receive the care and support they need.

Key Responsibilities:

• Outreach and Engagement:
• Drive Enrollment: Proactively reach out to Medicare members to introduce them to our services, assist with enrollment, and coach them on how to get the most out of our product offerings.
• Engagement Coaching: Guide members through the onboarding process, ensuring they understand and engage with the services available to them.
• Re-engagement Follow-Up: Identify and follow up with members who have reduced or stopped engagement. Utilize empathy and problem-solving skills to address potential concerns and reintroduce members to our services, helping them feel supported and valued.
• Sourcing Care:
• Needs-Based Research: Use member needs assessments to identify and research external care providers and services that align with each member’s individual requirements.
• Care Provider Vetting: Thoroughly evaluate and vet care providers, ensuring they meet quality and reliability standards.
• Referral Coordination: Create and manage a referral process that seamlessly connects members to vetted providers, empowering them to access the care and support they need promptly.

Qualifications:

• Experience: Minimum of 2 years in a customer-facing role, ideally within healthcare, insurance, or social services. Experience in outreach, member engagement, or customer support is strongly preferred.
• Education: Bachelor’s degree in a relevant field (e.g., Social Work, Health Administration, Communications) or equivalent experience.
• Language: Proficiency in providing verbal and written support in English and Spanish.
• Skills:
• Exceptional communication and interpersonal skills, with an ability to build rapport and inspire trust with Medicare members.
• Strong organizational and time management skills to juggle outreach, follow-up, and referral activities effectively.
• Research and analytical skills to vet care providers and carry out referrals.

Additional Requirements:

• Empathy, patience, and a commitment to helping members improve their quality of life through increased access to appropriate care and support.
• Familiarity with Medicare services, member experience best practices, and healthcare resources is a plus.