Member Engagement Specialist

About Total Care Connect

Total Care Connect (TCC) is a mobile integrated health organization delivering in-home clinical and preventive care to members across Ohio and surrounding regions. We support health plans, health systems, and value-based organizations by reaching members where they are — in their homes and communities — to improve access, close care gaps, and reduce avoidable utilization.

As a tech-enabled, field-based care delivery organization, our teams provide a range of services including preventive care, chronic condition support, transition-of-care visits, member engagement, and navigation. We operate with a focus on high-quality member experience, operational excellence, and coordinated care across clinical, administrative, and remote teams.

Position Summary

The Member Engagement Specialist plays a vital role in connecting health plan members to the preventive services offered through TCC. This role focuses on outreach, education, and scheduling for members who are eligible for in-home preventive care visits such as Annual Wellness Visits, cancer screenings, vaccinations, and other HEDIS-quality measures. The goal is to ensure that every member is contacted, engaged, and supported through the scheduling process to receive their preventive care.

Salary: $45,000 - $47,000 based on experience, with bonus structure after 60 days
Benefits package: Health, dental, vision insurance; paid time off; 401(k)/retirement; disability

Key Responsibilities

• Conduct outbound calls, texts, and emails to eligible health plan members to educate and schedule them for in-home preventive services.

• Use approved scripts to explain the value of preventive visits, including flu shots, cancer screenings, and other HEDIS-related services.

• Verifying member eligibility and performing data recovery tasks such as updating and maintaining accurate contact information, including phone numbers and addresses.

• Document outreach attempts, call outcomes, and member preferences accurately in TCC’s engagement and scheduling platform

• Follow the TCC three-touch communication process (call, voicemail, text) to maximize member reach and engagement.

• Obtain text message consent and send appointment reminders in accordance with company policy.

• Reschedule canceled or missed appointments promptly to minimize care gaps.

• Collaborate with care coordinators, clinical staff, and management to ensure seamless communication and scheduling.

• Track daily call goals and contribute to weekly performance metrics such as reach rate, scheduled appointments, and completed visits.

• Maintain confidentiality of all member information in compliance with HIPAA regulations.

Qualifications

• Prior experience in healthcare member engagement, call center, or care coordination preferred.

• Strong communication and active listening skills, with empathy for diverse populations.

• Ability to explain healthcare services in clear, patient-friendly language.

• Comfort using technology (Microsoft Teams, engagement tools, EHRs).

• Highly organized, reliable, and self-motivated with attention to detail.

• High school diploma or equivalent required; associate or bachelor's degree in healthcare, social services, or related field preferred.

Performance Expectations

• 70+ outbound calls per day with 350+ outbound calls per week with appropriate documentation.

• 5+ scheduled visits per day with 25+ scheduled visits per week.

• Maintain ≥30% contact rate and ≥15% scheduling conversion rate.

• Adherence to TCC’s engagement workflow and member communication standards.

• Consistent collaboration and communication with the care coordination team.

Why Join TCC

• Be part of a mission-driven company improving access to preventive care for underserved communities.

• Opportunity to grow within a fast-scaling healthcare startup.

• Collaborative team environment with flexible, supportive leadership.