Call Center Engagement Specialist

Core Responsibilities & Expectations for the Role

As a Call Center Engagement Specialist at Habitat Health, you'll be the trusted first voice that guides prospective participants and their families through the earliest moments of their PACE journey. This role plays an important part in achieving our participant growth objectives. Working from our centralized Engagement Team, you'll make outbound calls to leads and follow-ups and receive inbound inquiries — educating seniors and caregivers about how Habitat Health can support their well-being and independence, helping them understand PACE eligibility, and walking them through the next steps with patience and compassion. You'll act as an extension of our on-the-ground teams, coordinating the warm handoff to local Enrollment Specialists, Outreach Specialists, and Intake Coordinators who take each prospect through the enrollment process.

Success in this role comes from the ability to inspire trust over the phone, communicate the value of PACE clearly, and move individuals toward a confident next conversation. You'll thrive if you're energized by meaningful relationship-building, competitive in a goal-driven environment, comfortable in a high-volume call environment, and motivated by clear engagement and conversion goals in a mission-driven setting.

• 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 who have expressed interest in learning more about Habitat Health PACE, including those from our partner organizations, such as Kaiser Permanente.
• Support inbound campaigns by answering questions, surfacing underlying needs, and educating prospects about PACE services, eligibility, and how Habitat Health can support their care.
• Understand the needs and requirements of prospective participants and their families, and clearly articulate Habitat Health's unique value proposition in the PACE landscape.
• Apply strong phone engagement skills including rapport building, active listening, qualification questioning, addressing objections and concerns, and guiding prospects to a confident next step.
• Assess preliminary PACE eligibility and guide qualifying seniors through early steps of the enrollment process, including support with the Medi-Cal application where appropriate.
• Coordinate the warm handoff to on-the-ground Enrollment Specialists, Outreach Specialists, and Intake Coordinators — ensuring a seamless transition from central touchpoint to local engagement.
• Perform service recovery, address prospect concerns, and de-escalate callers when needed.
• Manage time effectively and prioritize tasks across a high volume of inbound and outbound activity.
• Meet or exceed personal and team targets for call volume, conversion, and warm-handoff goals.
• Maintain accurate record of all prospective participant communication and activity using a Customer Relationship Management (CRM) system and Contact Center system.
• Maintain compliance with all CMS, DHCS, and Habitat Health policies — including TPMO recording obligations and all federal and state marketing requirements.
• Other duties as assigned.

Required Qualifications:

• Minimum 3-5 years of experience in a healthcare call center, telephonic enrollment, Medicare/Medi-Cal outreach, customer engagement, or comparable contact center service environment, preferably with a senior or vulnerable population.
• Reside in Mountain or Pacific Time zone.
• Demonstrated ability to build rapport and trust over the phone with older adults and family caregivers.
• Outstanding phone demeanor and etiquette, with a friendly and nurturing attitude toward our older-adult prospective participants.
• Comfort operating in a metrics-driven environment with daily call volume and conversion expectations.
• Strong verbal and written communication skills, with the ability to deliver clear, compassionate messaging tailored to dual-eligible and complex-needs populations.
• Strong organizational and time management skills; able to manage a high volume of prospects, follow-ups, and inbound/outbound activity in a fast-paced environment.
• Comfortable using Microsoft Office Suite, CRM systems (Salesforce), Contact Center Systems.

Preferred Qualifications:

• Prior experience in PACE, Medicare Advantage, DSNP, or Medi-Cal enrollment.
• Familiarity with TPMO/CMS marketing compliance requirements.
• Bilingual: Spanish strongly preferred.
• B.S./B.A. Degree in healthcare, Business Administration, or Marketing preferred.

Compensation: This role is eligible for medical/dental/vision insurance, short and long-term disability, life insurance, flexible spending accounts, 401(k) savings, paid time off, and company-paid holidays. The expected salary range for this position is $23.00-$31.00 per hour. The actual offer will be at the company’s discretion and determined by several factors, including the candidate’s qualifications, years of experience, and location within the Mountain or Pacific time zones.