Outreach Support Specialist en Giving Home Health Care

Major Responsibilities:

• Lead Engagement and Scheduling
• Contact all new leads within 24 hours of receipt to schedule intake appointments.
• Confirm intake appointments with patients the day prior to their scheduled time.
• Follow up persistently if initial contact attempts are unsuccessful (per established outreach guidelines).
• Process referrals from all sources, including potential patients, current patients, call-ins, contact cards, and Authorized Representative referrals.
• Ensure any documentation or contact information received prior to intake is accurately uploaded into Salesforce and confirm or upload all necessary paperwork following the intake process.
• Patient Qualification
• Evaluate patients based on program criteria and level of need. 
• Qualify leads to determine their current status:
• White card holders
• Transfer patients
• Non-card holders
• Assess and document the level of patient acuity.
• Communicate qualification findings clearly to Outreach Coordinators for prioritization.
• Patient Communication and Updates
• Handle incoming and outgoing calls to support lead generation efforts, communicate timely updates, and ensure a positive and supportive patient experience through excellent communication and customer service.
• Salesforce Data Management
• Accurately and promptly document all patient interactions, intake schedules, triage information, demographics, claim information and updates in Salesforce.
• Ensure all patient documentation and notes are complete to support claims development and Home Health Care (HHC) transitions.
• Intake Conversion Support
• Proactively support Outreach Coordinators in converting leads to scheduled intakes and eventual HHC patients. Support may include follow-up calls, and data entry.
• Communicate patient hesitations, barriers, or concerns promptly to the OC for resolution.
• Team Collaboration
• Partner closely with Outreach Coordinators, Regional Outreach Directors, and Director of Marketing to optimize the patient intake pipeline.
• Participate in team huddles and strategy meetings to share insights and suggestions for continuous improvement.
• Occasional local travel may be required for patient support or events.

Qualifications:

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in healthcare, marketing, communications, or a related field preferred.
• Experience in high-volume customer service, call center operations, or sales is preferred.
• Exceptional verbal and written communication skills.
• Proven ability to stay organized, manage multiple priorities, and meet deadlines in a fast-paced environment.
• Meticulous attention to detail with strong focus on maintaining accurate and thorough records.
• Proficient in Salesforce (or similar CRM) and Microsoft Office Suite.
• Self-motivated and capable of working independently while effectively collaborating with a team.
• Commitment to a patient-first approach, demonstrating empathy, professionalism, and respect in all interactions. 

Benefits:

• Paid Time Off - with additional hours accrued annually based upon tenure 
• Sick Leave/Bereavement Leave 
• 7 1/2 Paid Holidays + 2 floating Holiday Day + Your Birthday 
• $100 monthly cell phone reimbursement (after 1 month of employment) 
• Overtime pay at time and a half 
• Very Competitive Benefits Package including Medical, Dental, Vision, & Life Insurance which begins after first full month of employment.
• 401(k) Plan with a company match program 
• $150 Lifestyle Reimbursement annually (may be for gym/fitness memberships, Costco/Sam’s Club memberships, Amazon Prime memberships, and more) 
• Modern Health mental wellness platform to access personalized mental healthcare for you and your dependents  
• Competitive mileage reimbursement  
• Tuition Reimbursement Program 
• Employee Assistance Program