Outreach & Enrollment Coordinator (Bilingual - English/Spanish)

About the role

Malama leverages the best of technology and people to deliver exceptional care — we build novel biometric tracking and patient engagement tools that allow skilled Care Managers to provide high-touch care navigation and coordination for pregnant and postpartum mothers, improving health outcomes for mom and baby.

Our model is built on culturally congruent, trauma-informed care — meeting members where they are: in their homes, clinics, and communities. We've raised $9.2M in funding to date and are on target to hit profitability this year. Our mission is to improve pregnancy-related outcomes, beginning with conditions that disproportionately affect historically underserved groups.

We’re hiring a full-time, bilingual Outreach Coordinator (Spanish) to support Malama’s member outreach and enrollment operations. This role is the front door for many members: responding to inbound inquiries, executing structured outbound follow-ups, screening for eligibility, and coordinating warm handoffs into care navigation. This is a non-physician, non-licensed role and does not include independent medical decision-making authority.

Role & Responsibilities

• Conduct Ongoing Outreach: Reach out to individuals who have signed up via the app or completed a Jotform, following up within SLA to engage them. Execute structured outbound follow-up cadences to re-engage members who haven't responded.
• Deliver Script-Based Outreach Calls: Use call scripts tailored to the specific context of each lead (e.g., source, stage, program eligibility) to ensure consistent, relevant messaging — while adapting tone and approach based on who you're speaking with.

Screen for Eligibility: Verify coverage using insurance portals and collect basic eligibility information (e.g., pregnancy/postpartum status). Determine program eligibility and guide members through intake steps, including helping complete questionnaires when needed.

Assess Interest and Drive Enrollment: Gauge interest in Malama's care navigation services and guide interested individuals through the enrollment steps. Support members who aren't eligible with alternative resources (e.g., doula matching, basic resource referrals & navigation).

• Respond to Member Inquiries: Field questions from prospective members about the program and address concerns that may be barriers to enrollment, communicating clearly and compassionately, including in sensitive situations.
• Support Program Activation: Assist with the administrative steps needed to activate new members into Malama's programs once they've enrolled, including scheduling and confirming next-step appointments (e.g., New Mother Visit).
• Document Outreach Activity: Log all outreach attempts, call outcomes, and enrollment status accurately and in a timely manner in Malama's EHR and internal tracking tools, following HIPAA-aligned practices to protect member privacy.
• Collaborate with the Care Team: Partner with care managers and the broader team to ensure a smooth handoff of newly enrolled members, and follow up with referring providers and partners as needed to share enrollment status and next steps.

Requirements

• Bilingual Spanish (spoken and written)
• 2+ year of experience in outreach, care coordination, call center, sales, enrollment, or member/patient engagement roles (healthcare experience preferred)
• Comfortable working from a call script while adapting tone and approach based on who you're speaking with
• Strong phone presence — clear, warm, and persuasive without being pushy
• Organized and detail-oriented; reliable in logging outreach activity and follow-ups
• Comfortable with high call volume and repetitive outreach cadences
• Mission-driven — passionate about maternal health and helping people access care and close equity gaps
• Comfortable using outreach/CRM tools, Google Workspace, Slack, and similar platforms

Preferred

• Experience working with Protected Health Information (PHI) and HIPAA-aligned practices
• Experience with EHR documentation and high-volume outreach queues

Benefits

• $20-24/hour + performance bonus
• Health and other benefits