Call Center Engagement Specialist
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Job Description
Call Center Engagement Specialist at Habitat Health guiding participants through their PACE journey. Building trust and support via phone for prospective participants and caregivers.
Responsibilities:
- Serve as the central telephonic point of contact for prospective participants, caregivers, and referral partners, building trust-based relationships from the very first conversation.
- Make outbound follow-up calls to prospects who have expressed interest in learning more about Habitat Health PACE, including those from our partner organizations, such as Kaiser Permanente.
- Support inbound campaigns by answering questions, surfacing underlying needs, and educating prospects about PACE services, eligibility, and how Habitat Health can support their care.
- Understand the needs and requirements of prospective participants and their families, and clearly articulate Habitat Health's unique value proposition in the PACE landscape.
- Apply strong phone engagement skills including rapport building, active listening, qualification questioning, addressing objections and concerns, and guiding prospects to a confident next step.
- Assess preliminary PACE eligibility and guide qualifying seniors through early steps of the enrollment process, including support with the Medi-Cal application where appropriate.
- Coordinate the warm handoff to on-the-ground Enrollment Specialists, Outreach Specialists, and Intake Coordinators — ensuring a seamless transition from central touchpoint to local engagement.
- Perform service recovery, address prospect concerns, and de-escalate callers when needed.
- Manage time effectively and prioritize tasks across a high volume of inbound and outbound activity.
- Meet or exceed personal and team targets for call volume, conversion, and warm-handoff goals.
- Maintain accurate record of all prospective participant communication and activity using a Customer Relationship Management (CRM) system and Contact Center system.
- Maintain compliance with all CMS, DHCS, and Habitat Health policies — including TPMO recording obligations and all federal and state marketing requirements.
- Other duties as assigned.
Requirements:
- Minimum 3-5 years of experience in a healthcare call center, telephonic enrollment, Medicare/Medi-Cal outreach, customer engagement, or comparable contact center service environment, preferably with a senior or vulnerable population.
- Reside in Mountain or Pacific Time zone.
- Demonstrated ability to build rapport and trust over the phone with older adults and family caregivers.
- Outstanding phone demeanor and etiquette, with a friendly and nurturing attitude toward our older-adult prospective participants.
- Comfort operating in a metrics-driven environment with daily call volume and conversion expectations.
- Strong verbal and written communication skills, with the ability to deliver clear, compassionate messaging tailored to dual-eligible and complex-needs populations.
- Strong organizational and time management skills; able to manage a high volume of prospects, follow-ups, and inbound/outbound activity in a fast-paced environment.
- Comfortable using Microsoft Office Suite, CRM systems (Salesforce), Contact Center Systems.
Benefits:
- medical/dental/vision insurance
- short and long-term disability
- life insurance
- flexible spending accounts
- 401(k) savings
- paid time off
- company-paid holidays
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