Program Outreach Specialist - Emblem Health

• Perform outreach to identified participants with the goal of educating on available services and programs, increasing
engagement with the program, and aiding in all aspects of registration, scheduling appointments and sessions with coaches,
as well as understanding and utilizing online tools and services. Key emphasis on explaining the benefits of participation in
programs while improving participant satisfaction with WellSpark and enabling higher retention of participants and clients.
• Track interactions and report on contacts, outcomes, and trends by sharing anecdotal/verbatim feedback and collaborate
with clinical, coaching, marketing and product leadership to improve future communication and engagement tactics.
• Collaborate with service, account management and clinical/coaching teams on outreach to enhance understanding
including:
o Programs available by client and customized outreach plans with the ‘best fit' approach for each group and participant
o Timing, scripting and expected KPIs and targets of outreach campaigns
o Which participants to target for outreach and retention
o Participants who agreed to provide feedback and/or participants who have expressed dissatisfaction with WellSpark.
• Utilize knowledge of WellSpark's solutions to serve as a positive brand ambassador for the enterprise in all interactions.

Principal Accountabilities

• Conduct outreach to members based on identified eligibility and needs; respond to participant and client needs and
help to solve issues related to registration and utilization of services and features, provide information on wellness
programs and help enroll members in applicable programs, understand and assist with additional operational needs
related to the wellness programs, and document any further follow-up needed specifically from coaching and
account management teams.
• Perform ad hoc participant outreach based on additional identified needs.
• Document interactions in support of quantitative metrics for the participant, client, and program.
• Perform research and analysis to identify trends and root causes.
• Collaborate with other teams to identify participant needs and barriers to successful participation and outcomes,
HRA completion, program enrollment and risk for disenrollment; review assigned member's profiles and experience,
including all interactions with prior coaching if applicable, and prioritize for outreach.
• Prepare for outreach by customizing scripts and campaigns based on individual participant and client needs and
gaps.
• Participate in meetings with manager and team members to discuss client and participant concerns, improvement
opportunities (people, processes and technology), and other company priorities.

Education, Training, Licenses, Certifications

• Bachelor's Degree

Relevant Work Experience, Knowledge, Skills, and Abilities

• 3 - 5+ years of experience working with customers in customer service, medical or managed care environment or health
coaching environment. (R)
• Experience in evidence-based health and lifestyle coaching techniques. (P)
• Willingness to attend appropriate training and certification classes. (R)
• Additional experience may be considered in lieu of educational requirements. (R)
• Experience communicating directly with customers, assessing needs, and connecting customers with resources. (R)
• Knowledgeable on how to navigate all aspects of health coaching and wellness. (P)
• Ability to demonstrate excellent service knowledge and hospitality. (R)
• Possesses optimistic warmth and empathy for the customers' experience. (R)
• Technologically savvy, with the ability to quickly learn and navigate different information technology systems. (R)
• Flexibility to travel to, and work in a physical office site when needed. (R)

Additional Information

• Requisition ID: 1000000613