Community Engagement Coordinator

We are seeking a warm, organised, and proactive Community Engagement Coordinator to join our team at Dilligence Digital. In this role, you will be the consistent point of contact for individuals and families who have enquired about or been referred for home care services, guiding them from their first conversation through to the start of care.

Families exploring home care are often navigating a stressful and unfamiliar process, and many are unaware of the programs and support available to them. Your job is to make sure no one is left waiting or wondering: educating members about the programs they may qualify for, keeping them informed, following up with case managers and state program offices on their behalf, and building the kind of trust that helps them feel confident in choosing our services. This is a relationship-driven role that combines empathetic communication with disciplined follow-up and accurate record-keeping.

Key Responsibilities:

• Serve as the primary point of contact for prospective clients and their families, from initial enquiry through to service start.
• Educate members and their families about available home care programs, including eligibility criteria, covered services, and the enrollment process, in clear and simple terms.
• Answer questions about program options and help members understand which services may best suit their needs, referring complex queries to the appropriate team member.
• Conduct timely follow-ups by phone, text, and email to share updates on application, eligibility, and enrollment status.
• Coordinate with case managers and care coordinators to track referrals, assessments, authorizations, and outstanding requirements.
• Follow up with state agencies and program offices on the status of applications, approvals, and documentation.
• Build and maintain genuine, long-term relationships with prospective clients, including those who are not yet ready to begin services, through regular and considerate check-ins.
• Re-engage past enquiries and inactive contacts to understand their current needs and offer support where appropriate.
• Help families understand next steps and assist them in gathering and submitting required documents.
• Maintain accurate, up-to-date records of every interaction, status change, and next action in the client management system.
• Identify stalled or delayed cases and escalate them to the appropriate team member for resolution.
• Collaborate with the intake, compliance, and operations teams to ensure a smooth handover once a client is approved for services.
• Generate regular reports on engagement activity, case progress, and outcomes for internal management.

Qualifications:

• Strong proficiency in English (spoken and written), with a clear and confident phone manner.
• Excellent interpersonal skills, with the ability to speak with elderly individuals, family members, and professionals with patience, empathy, and respect.
• Ability to learn program rules and processes quickly and explain them accurately in plain, easy-to-understand language.
• Persistent and organised in follow-up, with the ability to manage many open cases at once without losing track of details.
• Able to handle sensitive personal and health-related information with strict confidentiality.
• Self-motivated with the ability to work independently in a remote environment.
• Familiarity with Microsoft Office, Google Workspace, and basic cloud-based tools; experience with any CRM or case tracking system is an advantage.
• Freshers are encouraged to apply; full training on programs and processes will be provided.
• Prior experience in customer relations, client onboarding, healthcare coordination, call centre, or community outreach is a plus.

Working Days & Hours:

• Monday through Friday
• 8:00 PM to 4:00 AM (Bangladesh Time)
• Working hours may vary slightly based on operational needs, including Daylight Saving Time adjustments in US-based operations.

Additional Information:

• Salary Range: BDT 25,000 to BDT 35,000 per month
• Openings: 2

This is a people-focused role that offers a unique opportunity to make a real difference for families seeking care for their loved ones. If you are a compassionate, dependable, and communicative individual who takes pride in following things through to the end, we encourage you to apply.