Member Engagement & Re-Engagement Specialist

Canopie is a digital maternal health company supporting pregnant and postpartum individuals through structured, evidence-based programs. We’re hiring a Member Engagement & Re-Engagement Specialist to help connect members to care through thoughtful outreach, follow-up, and activation.

This role is ideal for someone who is comfortable making calls, enjoys follow-through, and understands how to help people take the next step — especially during busy, emotionally complex moments like pregnancy and early postpartum.

What You’ll Do

• Make consistent outbound and inbound calls to eligible, enrolled, or previously contacted members to support program activation and re-engagement
• Follow up with members who did not respond, missed appointments, or paused participation
• Use structured call scripts, outreach sequences, and timing guidelines while maintaining a warm, human approach
• Build trust quickly and respond to hesitation with empathy, clarity, and reassurance
• Answer non-clinical questions about the program, benefits, and next steps
• Identify when a member needs clinical support and escalate to licensed clinicians using defined protocols
• Send and respond to SMS and secure messages as part of outreach workflows
• Accurately document call outcomes, dispositions, and member responses in Canopie’s systems
• Collaborate closely with clinical and operations teams to improve engagement and follow-through

This is a non-clinical role. Medical or mental health concerns are escalated to licensed clinicians using established pathways.

Who Thrives in This Role

Required

• Comfortable making outbound calls and follow-ups as a core part of the role
• Strong verbal communication skills with a calm, empathetic presence
• Highly reliable with follow-through, documentation, and responsiveness
• Comfortable working in digital systems (CRM, scheduling tools, messaging platforms)
• Able to follow scripts, workflows, and escalation guidelines
• Organized, self-directed, and effective in a remote work environment

Preferred

• Experience in member engagement, patient outreach, care navigation, customer success, or call-based roles
• Background in healthcare, maternal health, behavioral health, or social services
• Spanish-speaking strongly preferred
• Experience in digital health or population-level programs
• Comfort supporting sensitive conversations in a respectful, non-clinical way

Schedule & Commitment

• Contractor role (part-time or full-time depending on program needs)
• Availability during standard business hours required; some evening calling preferred
• Consistent availability and timely documentation are essential to success

Why This Role Matters

• Your work directly impacts member activation, retention, and follow-through
• You help remove barriers to care for pregnant and postpartum families
• Fully remote role within a mission-driven digital health organization
• Competitive contractor rates
• Opportunity to grow with a scaling maternal health program