Job Description

About Total Care Connect 

Total Care Connect (TCC) is a rapidly growing mobile-integrated healthcare company that delivers in-home preventive and chronic care services to health plan members. Our mission is to bring care directly to the member’s doorstep—closing care gaps, improving health outcomes, and creating a better experience for both members and health plans. 

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. 

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. 

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