Member Enrollment Specialist

Member Enrollment Specialist

Summary:

Livara is looking for a Member Enrollment Specialist to provide friendly, informative and engaging interactions with eligible new members. This role is responsible for identifying and connecting with potential members, educating them about our comprehensive bone and joint services in pursuit of converting them to Livara members, assisting them with the enrollment process and scheduling them with the appropriate medical provider. As the Member Enrollment Specialist, you will be a critical part of the team serving as that first point of contact between the Member and Livara. We are looking for an experienced professional with impeccable attention to detail, sharpened customer service skills with a healthcare focus, and a genuine interest in promoting the benefits of the Livara program and helping members navigate their experience with Livara on the road to healing!

Supervisory Responsibility:

This position has no supervisory responsibilities.

Location:

Remote

Essential Functions:

Key Responsibilities:

• Conduct outbound cold calls to eligible members and explain the benefits of our bone and joint services.
• Follow up with leads and referrals to convert them into enrolled members
• Provide telephonic, written, digital and face-to-face outreach and engagement services for eligible members

Foster trust quickly with eligible members, serving as the initial face of Livara and primary point-of-contact for members through enrollment

• Guide members through the enrollment process, including answering questions, assisting with paperwork and handing off to the care team.
• Maintain accurate records of calls, contacts, and member enrollment status using CRM software or other tracking systems.
• Collaborate with healthcare providers, insurance companies, and internal teams to ensure seamless enrollment and program participation.
• Provide information on available services and insurance options tailored to individual member needs.
• Ensure compliance with all regulations, including HIPAA and privacy laws, when handling member information.

Meet or exceed daily, weekly, and monthly enrollment targets and adapting strategies to meet targets

Collaboration & Teamwork:

• Demonstrate a commitment to teamwork, promoting healthy working relationships, and supporting team goals and objectives.
• Provide training and mentoring to new team members as directed by leadership.
• Assist with daily departmental maintenance and workflow as needed.

Promote a positive work environment by respecting team members' values and opinions.

Department Operations & Member Interaction:

• Provide clear, professional communication with members, clinicians, and team members.

Greet members on the phone in a professional and friendly manner, answering inquiries or referring them to appropriate resources.

• Handle member complaints with discretion and professionalism, using independent judgment when necessary.
• Perform medical admin tasks as required (ex: insurance verification, pre-authorization, medical record & billing requests, payment collection, etc.)

Other duties as assigned

Minimum Qualifications:

High School Diploma 2+ year of sales experience, outbound call center experience in a healthcare field, health plan/provider member engagement or community health worker experience Goal-oriented with proven experience meeting or exceeding metrics (ex: call volume, first-call resolution, customer satisfaction, etc.)

Internet Connectivity – Min Speeds: 3.8Mbps/3.0Mbps (up/down): Latency 60 ms

Preferred Qualifications:

Bachelor’s degree in healthcare administration, business administration, or related field 4+ years of sales experience, outbound call center experience in a healthcare field, health plan/provider member engagement or community health worker experience Bilingual in English and Spanish Prior experience with strong emphasis in customer service, computer skills and phones

Effective interpersonal and customer relations skills. Strong professional level of written and oral communication skills as well as active listening skills. Ability to diffuse volatile situations and use good judgment and tact in dealing with members. Strong problem-solving and decision-making abilities

Knowledge of medical terminology Ability to multitask effectively and efficiently Proficient in CRM, Call Center Tools, Microsoft Office and Google Drive Ability to utilize resources in an organized manner. Why Join Livara? Livara is a great place to be if you are passionate about helping others and want a place to grow!

Compensation Range, DOE (Hourly, Non-Exempt):

$24.00 - $26.00 with potential of a quarterly bonus of $2.00 - $4.00 per hour based upon performance

Shift:

8 am - 5pm PST

Benefits:

Medical Dental Vision FSA Plan Life Insurance Long Term Disability 401(k) with a match Generous PTO Wellness Benefits (Employee Assistance Program, Financial, Mindfulness, etc.) Career Growth Opportunities

Work Environment:

This job operates remotely and requires a quiet work setting clear of distractions and ability to present professionally on video calls.

This is a remote position, offering the flexibility to work from your home. Employees must have access to a reliable, high-speed internet connection and a workspace that supports focus and productivity.

While this role is primarily remote, employees may be required to attend occasional virtual or in-person meetings, depending on business needs. Working hours are expected to align with [specific time zone] business hours, but some flexibility may be accommodated based on individual needs and team requirements.

The role involves regular use of standard office technology such as a computer, video conferencing tools, and collaboration platforms (e.g., Slack, Google Workspace).

Travel:

Occasional travel may be required to provider clinics.

Livara is an Equal Opportunity Employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.