Your Future Evolves Here

Engagement Specialist Role

This role is a fully remote/work from home position through Vital Decisions, a subsidiary of New Century Health, part of the Evolent Health portfolio of services on a mission to transform health care. We are hiring counselors, social workers, and other experienced, Master-level behavioral health professionals who have a passion and heart to serve people navigating advanced stages of illness, such as cancer, heart disease, and other serious illness. We provide Advance Care Planning (ACP) which means we help people think ahead about what matters most to them as they navigate changes in their health, and our services support individuals to articulate, document, and share their values, preferences, and wishes for healthcare they desire now and in the future. When we help people get clear about their preferences, care is more likely to be delivered in alignment with the patient’s wishes – resulting in higher quality care and higher patient satisfaction.

The Engagement Specialist role conducts high volume telephonic outreach to introduce the program to members of our health plan & employer group partners. Engagement Specialists receive extensive training in our unique program model and motivational interviewing, an evidence-based clinical approach that compassionately honors and amplifies the voice of the patient in healthcare. The Engagement Specialist is primarily responsible for outreaching, engaging and enrolling new program participants in their first session of the program. The Specialist is accountable for monthly performance and quality benchmarks, and there is opportunity for immense growth within the role based on your preferred pace of work.

If you have a passion for engaging and supporting people struggling with their health, and you inherently believe in the value of empowering the patient voice in healthcare, this role is for you.

Full-time Position (40 hours/week)

100% Remote from your Home

A Quiet, Private & Focused Workspace Required

High Speed Internet Required (minimum 50mbps download/10mbps upload)

POSITION HOURS: 8:30AM – 4:30PM -or- 9:00AM – 5:00PM Monday through Friday with TWO Evenings per Month (12:00PM – 8:00PM)

The Ideal Candidate Will Demonstrate…

• Passion for helping others, specifically people dealing with advanced illness
• Works efficiently, and is comfortable with monthly productivity-based expectations and
• Ability to maintain a prescribed daily/monthly volume of work
• Ability to connect with and engage people from diverse backgrounds, experiences, cultures
• Genuine, empathic, listening skills
• Eagerness to work in an environment that values ongoing learning and growth
• Excellent time management, strong self-organization, confidence, and independence
• Excitement to work in a growing, mission driven organization

Education & Experience

Required:

• Master’s Degree in Psychology, Social Work, Counseling, Marriage and Family Therapy
• Minimum of 2 years’ post-Master’s direct clinical experience with individuals, families or couples providing goal oriented, behavioral change interventions
• Experience in patient empowerment models
• Exceptional phone skills and a strong, independent work ethic
• Experience delivering brief, measurable, outcome based clinical interventions in fast paced environment
• Comfort with issues surrounding advanced illness, death, and dying

Strongly preferred:

• Specific experience with advanced illness and/or advance care planning, including palliative care, hospice/end of life care, medical social work
• Prior training and experience in Motivational Interviewing (MI)
• Telephonic outreach / call center experience

Candidates bilingual in English & Spanish are encouraged to apply and receive a competitive pay differential at offer.

Core Responsibilities

• Perform daily telephonic outreach to referred members of a health plan to introduce program and enroll new members (50-60+ avg. calls per day)
  • Provide introduction of the Living Well Program as a free and voluntary benefit to those who may or may not be aware of the service
  • “Roll with resistance” and attempt to move beyond discord with members that are at times skeptical or hesitant to trust
  • Connect with individuals and understand their medical experience to determine eligibility and appropriateness for program participation
  • Explore what matters most to individuals and their loved ones in terms of shared decision making and future medical care planning
  • Document in an electronic health record
• Provide educational information, patient tools, and other supports that help individual gain greater clarity about their wishes
• Utilize motivational interviewing to deliver services in a compassionate, empathic manner that activates and engages the patient
• Participates in ongoing training required by organization to enhance clinical skills and ensure high quality services are delivered
• Attends monthly team meetings to support organizational success
• Actively upholds mission and inclusion focus by espousing organizational values of communication, collaboration, diversity, respect, transparency, and self-awareness. Takes responsibility to be a positive contributor.
• Regularly uses multiple forms of technology to execute the above duties and responsibilities. Familiarity with Microsoft Office products is preferred.
• Able to independently problem solve and organize time to consistently achieve productivity and quality standards for role including effective caseload management.
• During onboarding and new hire training, Engagement Specialists learn and become able over several months to enroll up to 28 people per month in the program. Upholds all quality expectations.
• Engagement Specialists hired at Tier 1. Upon mastery of the role, Engagement Specialists may opt to move up in tier which includes an increase in base pay. Tier session expectations are:
  • Tier 1: Enroll 28 new members per month
  • Tier 2: Enroll 32 new members per month
  • Tier 3: Enroll 36 new members per month
  • Tier 4: Enroll 40 new members per month
  • Tier 5: Enroll 45 new members per month

Knowledge, Skills & Abilities

• Ability to create an atmosphere of trust. Demonstration of clinical capacities to engage, build rapport, and partner with individuals around future healthcare decision making process while navigating behavioral and emotional barriers
• Willingness to employ techniques of motivational interviewing to deliver an outcome based, time limited intervention; willingness to receive ongoing clinical coaching.
• Ability to manage an average call volume of 50-60+ outreach calls per day; seeking to have 2-3 initial enrollment sessions/day with members.
• Comfortable navigating resistance in initial conversations with clients, including some who may initially express frustration or be impolite
• Comfortable sitting with clients in ambivalence, and using MI to assist them in resolving that ambivalence in favor of change
• Skilled at assisting individuals in articulating and understanding the values underlying their assumptions, their healthcare decisions, and the possible outcomes of those decisions.
• Ability to use independent judgment and organize/complete daily tasks of role.
• Ability to adapt to changes including, but not limited to, technological, organizational, and procedural changes. Flexible, adaptable, team oriented.
• Comfort with technology, telephonic service delivery model, and outreach

Technical Requirements:

We require that all employees have the following technical capability at their home: High speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.

Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

Compensation Range: The minimum salary for this position is $59,000, plus benefits. Salaries are determined by the skill set required for the position and commensurate with experience and may vary above and below the stated amounts.