Member Engagement Specialist
Location: Multi County – Community-Based (California Residents Only))
Employment Type: In-field (70%) / Office (30%)
Compensation: $22.00 to $25.00 per hour
Schedule: Monday through Friday 8:30AM to 5PM
Work Environment: Hybrid, Field-based
Reports To: Member Engagement Manager
About Pacific Health Group
At Pacific Health Group, we care deeply about the people and communities we serve. We meet individuals with kindness, respect, and understanding - listening first, honoring each person’s journey, and offering support without judgment.
Through compassionate, person-centered healthcare, behavioral health services, and social supports, we walk alongside people as they work toward healing, stability, and a healthier, more hopeful life.
Our Core Values
- Speak with integrity - clear, respectful, and honest in every interaction.
- Embrace innovation, trying new ideas, learning fast, and improving care.
- Own our roles, staying accountable for outcomes and documenting accurately.
- Build genuine connections with members, families, and teammates through empathy and cultural sensitivity.
- Lead with trust by being consistent, transparent, and following through.
- Celebrate wins together, recognizing individual and team achievements.
- Collaborate with purpose, partnering across departments and with community providers to solve problems.
- Ask for support and offer support, because thriving together is how we serve our members best
Role Overview & Impact
The Member Engagement Specialist is a high-impact, community-facing role responsible for
driving member growth and engagement across Pacific Health Group’s Enhanced Care
Management (ECM) and Community Supports programs. The majority of this role is spent in
the field—building relationships, generating referrals, and connecting individuals to the
services that can change their lives.This position is the front door to Pacific Health Group for many of our members. The Member
Engagement Specialist actively canvasses community settings—shelters, clinics, hospitals, food
distribution sites, encampments, resource fairs, and partner agency offices—to identify
individuals who qualify for PHG services and support them through enrollment and initial
engagement. This is not a desk job; it is a boots-on-the-ground role that requires initiative,
resilience, and genuine compassion for people navigating complex life circumstances.
In addition to community-based outreach, the Member Engagement Specialist conducts
assessments, facilitates referrals, and ensures accurate, compliant documentation. They serve
as a critical bridge between the community and PHG’s care teams, helping reduce barriers to
care, strengthen continuity of services, and improve health outcomes for Medi-Cal populations
served through Santa Clara Family Health Plan.
What Success Looks Like: A successful Member Engagement Specialist consistently
generates new member referrals through proactive community presence, maintains strong
relationships with partner organizations, and ensures every individual they meet feels
welcomed and supported in connecting to PHG services.
Key Responsibilities
Community-Based Outreach & Referral Generation (Primary Focus – ~50%
of Role)
• Proactively conduct street-level and site-based outreach across Santa Clara County to
identify, engage, and enroll eligible members into ECM and Community Supports
programs.
• Build and maintain a consistent presence at community locations including shelters,
transitional housing sites, hospitals, emergency departments, behavioral health clinics,
food pantries, resource fairs, and encampments.
• Develop and nurture referral relationships with community-based organizations (CBOs),
social workers, discharge planners, clinic staff, law enforcement outreach teams, and
other partners who can refer members to PHG services.
• Represent Pacific Health Group at community events, health fairs, partner meetings, and
coalition gatherings to promote services and expand referral pipelines.
• Distribute PHG outreach and marketing materials to community partners, agencies, and
public-facing locations to increase awareness of available services.
• Conduct warm handoffs by introducing prospective members to Lead Care Managers
and care teams, supporting a seamless transition from outreach to enrollment.
• Track outreach activities, referral sources, and conversion outcomes to support data-
driven outreach strategy and continuous improvement.
• Identify gaps in community awareness of PHG services and recommend targeted
outreach strategies to reach underserved populations.
Member Assessments & Care Coordination (~20% of Role)
• Conduct initial risk assessments in the field and office settings to understand each
member’s health, behavioral health, and social needs.• Review medical and social histories to determine eligibility for programs such as
Enhanced Care Management (ECM) and Community Supports.
• Coordinate with Lead Care Managers and interdisciplinary teams to initiate and support
individualized care plans.
• Ensure timely, thorough documentation in PHG systems in accordance with program
and compliance requirements.
Referral Management (~10% of Role)
• Facilitate referrals to internal programs and external providers, ensuring timely access to
care and community resources.
• Communicate with clinics, specialists, hospitals, and community-based organizations to
support successful member engagement.
• Track referral outcomes and close referral loops, identifying and addressing barriers to
access as needed.
Virtual & Phone-Based Member Support (~10% of Role)
• Serve as a point of contact for assigned members via phone, text, and virtual check-ins.
• Conduct follow-up outreach to support continuity of care and ongoing engagement.
• Collaborate with care managers, healthcare providers, and family members to address
challenges and support member goals.
Quality, Documentation & Re-Engagement (~10% of Role)
• Maintain accurate, timely, and HIPAA-compliant documentation across PHG systems for
all outreach contacts, referrals, and member interactions.
• Support quality assurance efforts by auditing data for completeness and participating in
continuous quality improvement initiatives.
• Collect and share member feedback to inform service enhancements and outreach
workflow improvements.
• Conduct structured re-engagement efforts for inactive members via phone, text, virtual,
and in-person outreach.
• Support enrollment, scheduling of assessments, and collection of required
documentation.
• Support appropriate disenrollment processes in alignment with health plan requirements
and documentation standards.