Member Engagement Coordinator

Member Engagement Coordinator TenderHeart Health Outcomes - 2.5 San Antonio, TX Job Details 19 hours ago Qualifications Customer follow-ups Health insurance authorizations Objection handling (sales technique) Conversion rate tracking Personal service client interaction documentation Patient question and concern management Customer relationship building Phone communication Medical insurance coverage verification Intake Opportunity Management Patient demographics Patient complaint handling Client relationship development Incident Escalation Lead Conversion Healthcare referral management Lead Nurturing Customer engagement Customer relationship management Meeting or exceeding sales goals Sales pipeline management Patient data collection Patient education Managing patient records Escalation handling Lead generation activity metrics tracking Customer interaction during outreach Sales follow-up Entry level Full Job Description Patient Conversion and Outreach Make outbound calls to patients referred by healthcare providers, educating them on THO's incontinence supply services and guiding them through the opt-in enrollment process. Handle high-volume inbound calls from patients, caregivers, and referral sources with urgency, professionalism, and a conversion-focused mindset. Confidently address patient objections and hesitations (whether related to cost, convenience, or familiarity) and pivot to solutions that move the patient toward enrollment. Meet or exceed opt-in conversion targets as defined by each project's scope and timeline; track personal conversion activity and adjust outreach approach to improve results. Manage a pipeline of leads and follow up consistently until each patient makes a decision. Intake and Enrollment Administration Verify patient demographic information (delivery address, phone number, size, attending physician) and confirm payor source and eligibility. Collect clinical information needed for physician approval: monthly supply amounts, length of service, supporting diagnosis, NPI number. Send required paperwork to physician offices and follow up tenaciously to ensure timely return of all signed documentation. Log completed patient records, release items for delivery, or route for insurance authorization per payer specifications. Obtain initial insurance authorization as required. Relationship Management and Communication Advise referral sources on referral status and maintain positive, ongoing relationships with healthcare partners and account managers. Identify alternative resources for patients THO is unable to serve, ensuring every interaction reflects the company's mission and values. Escalate customer service issues to management promptly and appropriately. Document all calls and patient interactions in accordance with company policies and procedures.