Specialist, Clinical Engagement

The Clinical Engagement Specialist supports members before, during, and after2nd.MDutilization through clinical guidance, telephone engagement, post-consult follow-up, and care coordination. This role builds member trust, clarifies next steps, supports appropriate care decisions, and promotes meaningful use of2nd.MDservices.

Responsibilities

Member Engagement and Clinical Support

• Conduct timely inbound and outbound outreach and guide members to the appropriate local provider, level of care,2nd.MDservice, or referral.
• Communicate the benefits and value of2nd.MDin a clear, engaging, and motivating manner.
• Collect relevant health history and triage members to the appropriate nurse or care team resource.
• Address barriers to member utilization and engagement through education, troubleshooting, and follow-up.
• Deliver concierge-level service and build rapport with members across a range of needs and personalities.

Post-Consult Follow-Up and Care Coordination

• Manage long-term follow-up after2nd.MDconsultations to confirm next steps and reconcile treatment plans.
• Document member disposition, recommendations, and intended next steps for the appropriate Quality Analyst team member.
• Conduct ongoing follow-up to support desired member outcomes.
• Complete monthly reviews of alternative-diagnosis cases and arrange additional support through2nd.MDservices as needed.
• Collaborate with the integrated care team, including Utilization Specialists, Personalized Local Support, and Nurses, to optimize care coordination, member experience, and service utilization.

Documentation and Team Contribution

• Maintain accurate, timely, and complete documentation in member systems.
• Manage an active inventory of requests and complete follow-up within established timelines.
• Meet individual and team qualitative and quantitative performance targets.
• Participate in Care Team and other required meetings.
• Support the Nurse Manager and Nurse Case Manager with special projects.

Required Qualifications

• LVN/LPN with 2-3 years of experience in a multimodality specialty or clinic setting.
• Healthcare technician experience.
• Strong communication, customer service, telephone etiquette, documentation, data entry, organization, and time-management skills.
• Proficiency navigating multiple technology platforms.
• Strong attention to detail, critical thinking, professionalism, productivity, and quality focus.
• Ability to adapt communication to different member personalities, needs, and health-literacy levels.
• Ability to collaborate effectively within a cross-functional care team.

Preferred Qualifications

• Healthcare telephone triage experience.
• Public speaking or presentation experience.
• Bilingual abilities.

Core Competencies

• Compassionate, member-first service
• Clear, confident, and motivating communication
• Sound clinical judgment and escalation awareness
• Strong follow-through and accountability
• Adaptability and cross-functional teamwork
• Accurate documentation and effective workload management

Success in This Role

Success means members feel heard, informed, and supported at every touchpoint. The Clinical Engagement Specialist completes timely follow-up, documents clear next steps, connects members with appropriate resources, and strengthens coordination across the care team.

Who we are

Transcarent is the One Place for Health and Care, bringing medical, pharmacy, and point solutions together with the WayFinding experience, the first and only generative AI-powered health and care platform for health consumers.

Our WayFinding experience, paired with transparent and consumer-driven pharmacy care, 2nd.MD expert medical opinions, and virtual primary care, works seamlessly with comprehensive Care Experiences - Cancer Care, Surgery Care, and Weight Health - to support people with all of their health needs, simple or serious. More than 1,700 employers and health plans rely on us to provide information, guidance, and care, empowering health consumers with more choice, an experience they love, access to higher-quality care, and lower costs for 21 million Members. For more information, visit transcarent.com, and follow us on LinkedIn.

At Transcarent, our values guide everything we do:

• People First: We prioritize our Members, clients, and each other in every decision

• Care: Every decision starts with improving health and care for our Members

• Resilience: We push boundaries and take the uncharted path to change an industry

• Results: We take ownership, solve with speed, and deliver for our people and each other

• Humble and Human: We lead with humility, bring fun to tough moments, and go further together

Total Rewards

Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate's skills, experience, market demands, and internal equity. Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.

Our benefits and perks programs include, but are not limited to:

• Competitive medical, dental, and vision coverage

• Competitive 401(k) Plan with a generous company match

• Flexible Time Off/Paid Time Off, 13 paid holidays

• Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance

• Mental Health and Wellness benefits

Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don't hesitate to reach out!

Research shows that candidates from underrepresented backgrounds often don't apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren't looking for someone who checks each box on a page; we're looking for active learners and people who care about disrupting the current health and care with their unique experiences.