• Field-based outreach to engage assigned members to close identified quality gaps. 
• Receive a daily contact list of assigned members to outreach. 
• Complete in-person outreach to assigned members and necessary providers to complete scheduling for appropriate appointments.
• Establishes close relationships with and serves as a point of contact for members and providers, specifically IPAs in the health plan’s network, as well as other contracted value-based organizations. 
• Complete all required onboarding and training to master the standard work process and assignment. 
• Track outreach progress daily for each assigned member in a manner defined by the project team (spreadsheet, dashboard, etc.). 
• Attend daily huddle with the Project team and report out on outreach progress, track KPIs established by the Project team, and raise any risks.
• Communicate with assigned member Care Team members (Care Coordinators, Community Health Worker, Primary Care Physicians, and other health care providers) to facilitate member care. 
• Observe and report the assigned member's self-administration of medication. 
• Identify resources for assigned members to overcome barriers to care, such as transportation, housing, and childcare arrangements. 
• Remain aware of current services offered by service providers, such as mental health, housing, and employment assistance. 
• Maintain strict confidentiality in accordance with CHS and client health plan policies. 

Position Expectations:

• Behave professionally and consistently demonstrate and promote the values of respect, honesty, and dignity for the patient, families, and all members of the health care team.
• Committed to the constant pursuit of excellence and teamwork in improving the care of the patient and families in the community.
• Be punctual for scheduled work and use time appropriately.
• Perform duties in a conscientious, cooperative manner.
• Perform the required amount of work in a timely fashion with a minimum of errors.
• Be neat and maintain a professional appearance.
• Maintain confidentiality and protect the program by abiding by laws and principles related to confidentiality; keep information concerning Program Operations, patients and employees confidential.
• Open to traveling 100% to assigned member provider sites across New York State as needed, preference given to candidates in the New York market.
• Closely engage with the Project team to master the standard work process.
• Successfully meet assigned member outreach KPIs.
• Meet or exceed all assigned member outreach targets for client health plan by closely tracking and reporting progress to the Project team in a manner defined by Project leadership.
• Complete all required training curricula/materials.

Qualifications: 

• Valid NY Driver’s License.
• High school graduate or equivalent required; Associate's Degree in Business Administration or related field preferred.
• Written and oral fluency in English and Spanish is preferred; also preferred is Cantonese/Mandarin.
• Experience working in a multi-cultural setting.
• Experience working in a community-based setting for at least 1 to 2 years is preferred.
• Understand the community served, community connectedness.
• Good communication skills, such as listening well and using language appropriately.
• Ability and willingness to provide emotional support, encouragement, and motivation to members.
• Proven experience in large-scale outreach and recruitment.
• Willingness to learn new things and do what it takes to get the job done.
• Ability to manage a wide range of priorities and help the team to do the same through effective time management and direct communication.
• Proven ability to effectively prioritize work with tight deadlines.
• Strong knowledge of computers and Microsoft Office products.
• Strong customer drive and dedication to quality and success.
• Excellent interpersonal, oral, and written communication skills.
• Excellent customer service skills.
• Detail-oriented and able to work well independently.
• Flexible with work hours, able to travel, and able to work on evenings and weekends frequently.
• Strong acumen for the health care industry, analytical thinking skills, and a strong and dedicated work ethic are required.