Engagement Specialist

The Opportunity

Before HarborWell can improve a member’s health, we first need to reach them, earn their trust, and help them understand how HarborWell can support them.

The Engagement Specialist serves as one of the first and most important connections between HarborWell and the members we serve. Working from lists of eligible health plan members, you will reach out directly to individuals and, when appropriate, their caregivers or authorized representatives to introduce HarborWell, understand their needs and concerns, explain our model of care, and help them take the first step toward receiving care from our clinical team.

This is not simply an outbound calling role. The people we serve may be medically complex, socially isolated, distrustful of unfamiliar healthcare organizations, difficult to reach, or overwhelmed by navigating Medicare, Medicaid, and the broader healthcare system. Contact information may be incomplete or outdated. Some members will need time, multiple conversations, or assistance overcoming practical barriers before they are ready to engage.

Success requires persistence without pressure, empathy without judgment, and the ability to make a complicated healthcare offering understandable and personally relevant.

What You’ll Do

• Conduct thoughtful outbound outreach to eligible members by phone and other approved communication channels to introduce HarborWell Health and its services.

• Build rapport and establish trust with members who may be medically vulnerable, socially isolated, skeptical, confused, or hesitant to engage with an unfamiliar healthcare organization.

• Explain HarborWell’s care model in clear, accessible language, helping members understand how longitudinal, proactive care can complement their existing healthcare and help them remain healthier and safely at home.

• Listen carefully to members’ questions, concerns, priorities, and barriers and adapt your communication approach accordingly.

• Help members understand the resources available to them through HarborWell and connect the benefits of the program to what matters in their individual lives.

• Guide interested members through the engagement and enrollment process and facilitate a seamless transition to HarborWell’s clinical team.

• Conduct persistent, respectful follow-up when members cannot initially be reached or need additional time before making a decision.

• Research and help resolve inaccurate or incomplete member contact information using available systems, payer information, and approved resources.

• Engage appropriately with caregivers, family members, authorized representatives, and other individuals involved in a member’s care.

• Accurately document outreach attempts, conversations, member preferences, barriers, outcomes, and next steps in HarborWell systems.

• Partner closely with clinical, operations, payer, and other HarborWell teams to identify and resolve barriers preventing members from accessing care.

• Meet individual and team engagement goals while maintaining HarborWell’s expectations for quality, integrity, member experience, and respectful communication.

• Identify patterns in member feedback and outreach outcomes that can help HarborWell continuously improve its engagement strategy.

What You’ll Bring

• Experience in healthcare member engagement, patient outreach, care navigation, community health, patient access, health plan services, or another high-touch healthcare environment strongly preferred.

• A demonstrated ability to build trust quickly and communicate effectively with people from a wide range of backgrounds and life circumstances.

• Exceptional empathy, patience, listening skills, and emotional intelligence.

• The ability to explain complex healthcare concepts simply, conversationally, and without relying on jargon.

• Comfort speaking with individuals experiencing significant medical, functional, financial, or social challenges.

• Persistence and resilience—you are comfortable hearing “no,” encountering disconnected numbers, leaving messages, following up, and trying a different approach without losing empathy or enthusiasm.

• Strong judgment and the ability to recognize when a member needs additional support or when an issue should be escalated to a clinical or operational team.

• Strong organizational skills and attention to detail, including consistent documentation and follow-through.

• Comfort working toward measurable engagement goals while recognizing that every member interaction deserves patience and respect.

• Ability to learn and work effectively within CRM, electronic health record, member engagement, or similar technology platforms.

• Knowledge of Medicare, Medicaid, dual-eligible populations, value-based care, or social determinants of health is a plus.

What Success Looks Like

Success in this role is not measured simply by the number of calls you make. It is measured by your ability to create meaningful connections that lead members to care.

The strongest Engagement Specialists consistently reach difficult-to-contact members, establish trust, clearly communicate HarborWell’s value, overcome barriers to engagement, and help eligible members make informed decisions about their care. They balance productivity with compassion and understand that behind every name on an outreach list is a person whose health may genuinely improve because someone took the time to reach them.

Why This Work Matters

For many of the people HarborWell serves, navigating healthcare is itself a barrier to receiving healthcare. Complex medical needs, multiple benefit programs, limited resources, and fragmented systems can make it difficult for members to access the proactive care that could help them avoid a health crisis.

As an Engagement Specialist, you help change that.

Every member you successfully engage creates an opportunity for HarborWell’s clinical team to provide proactive, longitudinal care—addressing needs earlier, coordinating resources more effectively, and helping people spend more healthy and safe days in the place most of them want to be: at home.