Overview
As an Outreach Team Member, you’ll serve as the first point of contact for people who qualify for Enhanced Care Management (ECM) services. This position isn’t just about outreach—it’s about earning trust, removing obstacles, and helping under-served individuals access critical healthcare resources that improve their lives. You’ll blend strong sales skills, compassion, and knowledge of healthcare systems to connect people with valuable services they might otherwise miss. This opportunity is perfect for someone who thrives in purpose-driven work, can bounce back from rejection, and can translate complex healthcare processes into simple, understandable benefits.
Responsibilities
Outreach & Engagement
- Proactively reach out via phone calls, text messages, email, live chat, social media, and occasional in-person efforts (in coordination with field staff).
- Use data-driven lead lists to focus on high-need individuals while keeping your approach personal and compassionate.
- Customize your messaging based on each person’s health situation, background, and communication style.
- Manage assigned lead lists to complete campaigns and enrollment goals.
Program Enrollment & Education
- Clearly and compassionately explain ECM benefits (e.g., fewer ER visits, free transportation, medication coordination).
- Conduct eligibility screenings and initial assessments accurately and efficiently.
- Guide new participants through onboarding, setting expectations early for their care journey.
- Set clear expectations during transitions into care programs.
Relationship Building
- Build rapport using motivational interviewing techniques and trauma-informed communication.
- Practice cultural humility and adjust communication for different backgrounds and health literacy levels.
- Act as a trusted advocate by identifying additional needs—like food assistance, housing support, or behavioral health services—and escalate to care coordinators as necessary.
Collaboration & Teamwork
- Coordinate with evening and weekend outreach teams for consistent coverage.
- Share insights from your conversations to improve marketing efforts and referral pipelines.
- Support cross-functional initiatives such as street outreach, provider relations, marketing, and case management.
Reporting & Accountability
- Accurately log all interactions into CRM and outreach platforms (e.g., SalesMate, Monday.com, TheraPlatform).
- Submit weekly performance updates, including challenges and success stories.
- Monitor personal performance metrics and actively participate in reviews.
Qualifications
Core Skills
- Excellent verbal, written, and digital communication abilities.
- Persistent, goal-driven mindset with the ability to handle rejection positively.
- Flexibility to adapt your tone and approach for different populations (e.g., seniors, caregivers, non-English speakers).
Technical Skills
- Comfortable working with CRMs, HIPAA-compliant communication tools, and telehealth platforms.
- Able to navigate spreadsheets and reporting dashboards.
Experience
- 3–5 years in sales, outreach, or cold calling, or 2–3 years in a healthcare setting focused on patient engagement.
- Proven track record of meeting enrollment, sales, or performance targets.
Preferred
- Familiarity with Medi-Cal or Medicare.
- Multilingual abilities.
- Experience supporting underserved or high-need populations.
Performance Metrics
- Enroll at least 12 new participants per week.
- Achieve a 72% conversion rate from first contact to enrollment.
- Complete 100% of outreach activities and follow up within 30 days of enrollment.
- Maintain at least 92% documentation accuracy across all platforms.
- Demonstrate empathy and collaboration reflected in testimonials, surveys, and peer feedback.
Training & Development
- Comprehensive on-boarding with training in systems, HIPAA compliance, motivational interviewing, cultural competence, and ECM program details.
- Ongoing coaching sessions every two weeks to refine scripts, objection handling, and use of digital tools.
- Clear paths for advancement to senior outreach, lead, supervisor, or care coordinator roles.
Compensation & Benefits
- $24–$27 per hour, plus uncapped commissions and performance-based bonuses.
- Comprehensive health, dental, vision, life insurance, and employee assistance program.
- Remote-first work environment with flexible scheduling and opportunities for optional field collaboration.
- Training stipends, mentorship programs, and career growth opportunities.
- Make a meaningful impact by improving healthcare access and addressing social determinants of health.
