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Salary: USD 65,000 - 75,000 / annual
Jukebox Health is a venture-backed healthcare services company (backed by Valtruis and The Home Depot) that empowers older adults and high-needs populations to live safer, healthier, more independent lives at home. The company partners with health plans to deliver personalized home modifications and environmental supports nationwide, combining technology with networks of clinicians, suppliers, and installers.
As Member Engagement Coordinator, you will be the primary point of contact for members and partner care coordinators throughout their Jukebox Health journey. You'll be the first voice members hear and their go-to contact from initial referral through post-project completion.
Key responsibilities include:
**Proactive Outbound Communication:** Make high-volume outbound calls to newly referred members, schedule occupational therapy evaluations, make appointment reminder calls to confirm attendance and reschedule as needed, and keep members informed on project progress with timely updates and clear next steps.
**Inbound Member Support:** Handle all inbound communication with care, quickly resolve questions by pulling together member and program information, hand off to the right internal team with clear context when necessary, and document every interaction accurately in the internal CRM.
**Partner Communication:** Respond to health plan and referral partners with clear, professional writing, apply each partner's specific program rules and requirements, and uphold Jukebox Health's values and communication standards.
**Quality Growth and Scale:** Participate in call reviews and coaching to continuously improve, share member and partner feedback to help improve guides and processes, and adopt updates quickly with a can-do attitude.
This is a remote-first role requiring comfort with multiple tools including CRM, cloud phone systems, email, text, and messaging platforms.
**Requirements:**
Required:
- 2+ years in a high call volume, customer-facing role involving phone-based work, care coordination, or client services
- Genuine commitment to members and delivering great experiences, with a track record of going the extra mile
- Ability to build rapport quickly and communicate with empathy, especially with older adults or high-needs populations
- Ability to switch context quickly between stakeholders with different needs (members, caregivers, occupational therapists, project managers, health plan partners)
- Comfort in an environment where processes evolve quickly, with flexibility to absorb new guidance while maintaining quality
- Excellent verbal and written communication
- Strong organization and follow-through
- Comfort working in a remote, tech-heavy environment with multiple tools throughout the day
Preferred:
- Experience in healthcare, managed care, home health, or social services
- Familiarity with Medicaid programs, waiver programs, or health plan operations
- Spanish language proficiency
