Call Center Engagement Specialist

Core Responsibilities:

• Serve as the central telephonic point of contact for prospective participants, caregivers, and referral partners, building trust-based relationships from the very first conversation.
• Make outbound follow-up calls to prospects and support inbound campaigns by answering questions, educating about PACE services, and guiding them to confident next steps.
• Coordinate warm handoffs to on-the-ground Enrollment Specialists, Outreach Specialists, and Intake Coordinators for seamless transition.

Required Qualifications:

• Minimum 3-5 years of experience in a healthcare call center, telephonic enrollment, or comparable contact center environment, preferably with a senior population.
• Reside in Mountain or Pacific Time zone and demonstrate ability to build rapport and trust over the phone with older adults.
• Comfortable operating in a metrics-driven environment with daily call volume and conversion expectations.

Preferred Qualifications:

• Prior experience in PACE, Medicare Advantage, DSNP, or Medi-Cal enrollment.
• Familiarity with TPMO/CMS marketing compliance requirements.
• Bilingual: Spanish strongly preferred.