Member Quality & Concierge Coordinator

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. Execute outbound member outreach campaigns related to quality, Stars, CAHPS, retention, and engagement initiatives .

Posted 10/20/2026full-timeRemote • Illinois • United StatesJuniorMid-Level💰 $36 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in member outreach and engagement initiatives, with a strong focus on healthcare compliance, quality standards, and effective communication. Proficient in managing member interactions and coordinating care while adhering to regulatory requirements.

Highest-signal resume keywords

Member Outreach CampaignsHealthcare ComplianceCustomer Management PlatformsStrong Verbal And Written CommunicationBilingual English/Spanish

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Health Risk AssessmentsPreventive Care ScreeningsMedication Adherence ProgramsAnnual Wellness VisitsCare Gap ClosureScheduling Healthcare AppointmentsQuality ReviewsDocumentation StandardsData Security StandardsProductivity Goals

Soft Skills

Strong Organizational SkillsAttention To DetailAbility To Build RapportTrust EstablishmentAbility To Manage Multiple Priorities

Tools & Technologies

Microsoft OfficeSalesforceGenesysCRM PlatformsContact Center Platforms

Industry Keywords

Medicare AdvantageMedicaidManaged CareHEDISCAHPSMember EngagementCare Gap InitiativesCMS RegulationsHIPAA Guidelines

About the role

Key responsibilities & impact

Execute outbound member outreach campaigns related to quality, Stars, CAHPS, retention, and engagement initiatives
Contact members regarding Health Risk Assessments, preventive care screenings, medication adherence programs, Annual Wellness Visits, and care gap closure opportunities
Educate members on plan benefits, supplemental benefits, rewards programs, and healthcare resources
Schedule appointments and facilitate connections to providers, pharmacies, transportation resources, care management teams, and internal departments
Identify barriers to care and collaborate with members to facilitate resolution
Maintain follow-up activities supporting completion of member objectives
Resolve member concerns through coordination with operational departments and vendor partners
Escalate concerns requiring additional intervention while maintaining ownership through resolution
Use approved scripts, workflows, and documentation standards to meet quality and compliance requirements
Share member feedback, trends, barriers, and improvement opportunities with leadership
Participate in quality reviews, calibration sessions, coaching, training, team meetings, huddles, and special projects
Document member interactions, outcomes, needs, concerns, appointments, and follow-up activities in applicable systems
Adhere to CMS regulations, Medicare Advantage requirements, HIPAA guidelines, and company policies
Maintain confidentiality and data security standards
Meet productivity, contact, quality, and campaign performance goals
Perform other duties as assigned

Requirements

What you’ll need

High School Diploma or equivalent
Minimum of 2 years of customer service, healthcare, contact center, member services, or related experience
Strong verbal and written communication skills
Demonstrated ability to build rapport and establish trust with diverse populations
Strong organizational skills with exceptional attention to detail
Ability to manage multiple priorities in a fast-paced environment
Proficiency with Microsoft Office applications and customer management platforms
Ability to work independently while contributing to team objectives
Associate's or Bachelor's degree in a related field preferred
Medicare Advantage, Medicaid, managed care, or healthcare experience preferred
Experience supporting Stars, HEDIS, CAHPS, member engagement, or care gap initiatives preferred
Experience scheduling healthcare appointments or conducting healthcare outreach campaigns preferred
Bilingual English/Spanish preferred
Experience with Salesforce, Genesys, or similar CRM/contact center platforms preferred