Job Description

About MedMeal Direct

MedMeal Direct delivers medically tailored meals to Medicaid and Medicare members across New York and Louisiana. Our mission is feeding hope and delivering compassion — connecting vulnerable individuals to the food, services, and benefits they need to stay healthy and out of the hospital. We work directly with managed care organizations, community-based providers, and the New York State HRSN (Health-Related Social Needs) program.

About this role

This is a high-volume, phone-based role. You will be the voice members hear when MedMeal Direct calls — and the person who decides whether a referral becomes an enrolled member or falls through the cracks. The role combines four functions:

• Screener — Reviewing inbound HRSN intake forms and verifying eligibility for the program.
• Navigator — Briefly guiding members to internal services (meals) and referring them to external partners for housing, transportation, food pantries, primary care, and other benefits.
• Inbound & outbound call center representative — Making outbound calls to new and existing referrals, answering inbound calls from members and providers, and following a structured call script.
• Data entry specialist — Documenting every interaction in our CRM, updating member status in social care network platform, and keeping records accurate enough to bill against and audit.

This is not a case management role. You will not carry a long-term caseload, develop care plans, or do home visits. You will move members through a high-volume pipeline efficiently, with empathy, and with clean documentation.

Key responsibilities

• Review and triage HRSN intake forms received from other community based organizations, MCO partners, and community navigators.
• Make outbound calls to contact referred members and confirm program eligibility.
• Answer inbound calls from members, family caregivers, and referring partners.
• Verify Medicaid eligibility, address, contact information, dietary needs, and household details.
• Enroll qualified members in the medically tailored meal program and schedule first delivery.
• Provide brief navigation to other resources — food pantries, SNAP, housing, transportation, primary care — using social care network platform and our partner directory.
• Document every interaction in CRM the same day. No backlog.
• Close the loop on referrals: confirm members received the service they were referred to and update platforms accordingly.
• Follow up on no-answer, voicemail, and pending referrals on a defined cadence.
• Maintain HIPAA compliance in every interaction and every record.
• Flag complex cases (active homelessness, suspected abuse, suicidal ideation, immediate medical needs) to the Operations Manager — do not attempt to manage them alone.
• Hit weekly KPIs for call volume, enrollment conversion, and documentation completeness.

Required qualifications

• Bilingual fluency in English and Spanish, verified during the interview. Must be able to conduct an entire intake call in Spanish, including discussion of medical conditions, benefits eligibility, and addresses.
  • May consider candidates who are not bilingual based on other merits. 
• High school diploma or GED.
• At least one year of experience in one of the following: call center, customer service, community health work, patient navigation, social services intake, SNAP/WIC enrollment, MCO outreach, hospital front desk, or pharmacy customer service.
• Comfort with making high-volume outbound calls, including to members who do not answer or are skeptical.
• Working knowledge of HIPAA and patient privacy basics.
• Reliable in-person attendance at the Bronx office. This is not a remote role.
• Authorization to work in the United States.

Preferred qualifications

• Two or more years of experience in HRSN, SDOH, or community health worker (CHW) roles.
• Familiarity with New York Medicaid, NYS HRSN, MCO operations, or SOMOS Community Care.
• Direct experience with Zoho CRM, findhelp.com (formerly Aunt Bertha), Unite Us, NowPow, or similar referral platforms.
• Additional language: Bengali, Arabic, French/Haitian Creole, or another language spoken in the Bronx.

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