The Requirements
To meet the basic qualification for this role, you must be at least 18 years of age and have a high school diploma or equivalent. In addition, to be a good fit for the Member Engagement Specialist opportunity, you will have:- 1+ years of experience in EITHER (ideal candidates will have BOTH):
- A consumer sales environment, preferably in some type of telesales. Quick question for you - click here
- Healthcare outreach and/or member support.
- A consumer sales environment, preferably in some type of telesales. Quick question for you - click here
- A demonstrated ability to establish trust quickly, overcome objections and be persuasive over the phone.
- Excellent oral and written communication skills with strong listening/comprehension abilities.
- Great telephone presence, including the ability to:
- Engage and motivate using patience and a conversational approach.
- Convey confidence and a positive attitude.
- The ability to:
- Adapt to a regularly changing environment.
- Navigate and multi-task in several computer applications while holding a conversation.
- Proficient personal computer skills, including Microsoft Office.
- A quiet, private, distraction-free home office work environment.
- A reliable high-speed Internet connection (cable, DSL or fiber) with speeds of at least 10Mbps download and 5Mbps upload.
- Willingness to do constant sedentary work.
- Discipline to work from home while following a set schedule.
- Bilingual skills in English and Spanish.
- A background in healthcare/wellness.
- Certification or licensure in a healthcare field.
- A bachelor's or advanced degree.
The Role
Making first contactAs Member Engagement Specialist, you will make outbound calls to, and receiving inbound calls from, targeted health plan members. Your key goal will be to generate interest in OnTrak, a 52-week whole-health program designed to help members better manage their health and wellbeing. In most cases, you will be a prospective member's first contact from Catasys, and you'll pave the way to facilitate enrollment by the Care Coach team.
Success will require a softer touch -- an overly pushy approach will backfire. The emphasis will be on educating people about the program and the benefits it offers.

At the same time, you'll have goals, so you'll need to be gently persuasive and persistent. On the initial call, your challenge will be to establish rapport in short order with someone who wasn't expecting the call. Then you'll build on that rapport on every call with a prospect, and each call should move the process forward.
More specifically, you will:
- Make outbound calls to identified members regarding the OnTrak program.
- Engage targeted members in a discussion about their health, and effectively present how the program may benefit the member.
- Educate the member on all three tiers of the OnTrak program: care coaching, counseling and medical treatment.
- Ensure the member understands the value of the program, leveraging your ability to recognize and overcome objections to program enrollment.
- Accurately document and update records in required systems.
- Work collaboratively with Care Coaches through use of instant messaging, email and telephone calls.
- Receive inbound calls and route appropriately.
- Utilize internal systems to view and complete assigned tasks.
- Comply with all HIPAA regulations.
- Deliver world class customer service skills and demonstrate an overwhelming desire to make lives better, one interaction at a time.
More Good Reasons
Impact lives in so many waysYou'll be an integral part in supporting people coping with their unique life challenges. Every member of the Catasys team contributes to accomplishing our goals and upholding our people-centric values.
The new face of mental health
Career options
Our ongoing strong growth and evolution will create the need for proven players to step up. You might take your Catasys career in several directions. We are committed to promoting from within.
Industry-leading results
Our program represents an estimated $20 million in potential annual savings for every one million health plan members through reduced facility costs (lower emergency department and inpatient utilization) and reduced professional costs (e.g. doctor fees).
Excellent compensation
In addition to a competitive wage, we offer comprehensive benefits, including medical, dental and vision insurance; a 401(k) plan; paid holiday and sick time; flexible spending accounts and more.
Keys to Success
We're looking for smart go-getters that can help lay the foundation for an amazing member experience in a pioneering health management framework. Our most effective Member Engagement Specialists bring a passion for our mission as well as an understanding of motivational interviewing (we'll teach you if you're not already familiar with it). They understand prospective members' reluctance, and they have the finesse and compassion to move prospects gently but surely toward enrollment.Your interpersonal and communication skills will be essential. Over the phone you won't have body language, gestures or facial expressions to support what you are saying. You'll need to be articulate and have a great phone presence to establish trust quickly on the first call. Following that you'll need to be able to convey empathy as you educate and motivate with your voice alone. We'll provide talking points, but success will depend on your personal touch.
The role involves getting very personal very quickly. You'll need to be comfortable asking questions about both health issues and life choices. In addition, you'll need a strong sense of confidentiality to respect and protect prospects' privacy.
Working from home requires a good deal of discipline and self-motivation. While support is just a phone call away, the more resourceful you are in solving problems independently, the more efficient you will be.
About Us
improving Health and Reducing Claims CostsCatasys was launched in 2008 to serve health plan members suffering from untreated behavioral health (BH) disorders. Since then, the company has contracted with leading national, regional and local health insurance companies to treat many of their most challenging members. Catasys has dramatically improved the health and quality of life for members suffering from co-occurring behavioral and medical health conditions, thus reducing claims costs for health plans by millions of dollars. Catasys now operates OnTrak in Florida, Illinois, Kansas, Kentucky, Louisiana, Massachusetts, Missouri, New Jersey, Oklahoma, Pennsylvania, West Virginia and Wisconsin. The company continues to expand into additional states at the request of its health plan customers.
Catays' OnTrak program targets a specific but large population that is at high risk of slipping through the cracks and incurring significant but preventable costs to health plans. When patients with co-morbid or chronic illnesses also suffer from substance abuse or behavioral issues, they become more likely to use the health system in very inefficient ways. For example, mental health or substance abuse disorders were ranked 4 of top 10 reasons leading to higher 30-day readmission rates for Medicaid patients. In addition, while 1 in 5 U.S. adults experiences a behavioral health disorder in a given year, less than half seek treatment, even when diagnosed. OnTrak seeks out members of this population, engages them in treatment, and helps motivate them to stay focused and proactive about their own health.
The Catasys team comprises doctors, nurses and business professionals with extensive experience in BH and a passion for alleviating the suffering of individuals with coexisting behavioral and medical conditions. As thought leaders in health care, our staff has published books, papers and studies relating to BH and predictive modeling. Catasys is known for translating proven science into practice quickly, integrating it into its proprietary methodology in understanding and engaging members who need treatment. Catasys, Inc. stock is traded under the symbol CATS.