Community Outreach Specialist

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team is driven by a desire to improve the lives of our patients.

About the role

The Community Outreach Specialist (COS) plays a critical role in establishing Upward Health’s presence in the community and reaching potential patients. As the first point of contact for individuals seeking our services, the COS is responsible for educating patients about Upward Health’s offerings, engaging them in meaningful conversations, and facilitating their enrollment into our programs. The COS manages a personal caseload, primarily utilizing phone outreach, but also employing in-person visits and other community-based strategies as needed. This role is essential in ensuring that patients understand the full range of services available to them and helps them take the first steps toward improving their health. The COS reports to the Outreach Manager and works closely with other team members to ensure the overall success of patient outreach and engagement efforts.

Responsibilities

• Educate potential patients about Upward Health’s services and benefits
• Engage patients in meaningful conversations to facilitate enrollment into programs
• Manage a personal caseload using phone outreach, in-person visits, and community-based strategies
• Ensure patients understand the full range of services available and help them take the first steps toward improving their health
• Document patient information accurately and update company systems in a timely manner
• Connect patients to additional community-based services that may benefit their care
• Collaborate with team members to meet outreach and engagement goals

Skills

• Strong verbal communication and persuasive abilities
• Excellent interpersonal skills with the ability to build trust and rapport quickly
• Strong organizational and multitasking skills to manage a personal caseload efficiently
• Self-motivated with the ability to work independently and meet outreach goals
• Comfortable with fast-paced environments and adapting outreach methods to various situations
• Proficient in using computer systems for documentation, communication, and managing outreach activities
• Flexible and adaptable to a variety of outreach methods, including phone, in-person meetings, and mailings
• Fluent in English; Spanish proficiency is a plus

Key Behaviors

• Proactive Relationship Building: Builds relationships with potential patients, ensuring they feel informed and supported throughout their journey with Upward Health.
• Resilience: Demonstrates the ability to overcome objections and challenges, staying motivated to engage patients even in difficult situations.
• Adaptability: Adjusts outreach strategies based on the needs and preferences of patients, ensuring effective communication at all times.
• Team Collaboration: Works well within a team, sharing knowledge, providing support, and contributing to the collective goals of the outreach program.
• Efficiency: Effectively manages time to meet outreach goals, balancing a caseload and ensuring timely follow-ups with patients.
• Compassion: Approaches patient interactions with empathy, ensuring each patient feels heard and understood.
• Cultural Competency: Demonstrates respect for diverse backgrounds and works effectively with individuals from various cultural and socioeconomic backgrounds.

Competencies

• Communication: Ability to clearly and persuasively communicate Upward Health’s services and benefits to potential patients, making complex information easy to understand.
• Patient Engagement: Skilled in enrolling patients into Upward Health’s programs and ensuring they have a smooth onboarding experience.
• Customer-Centric: Always focused on the needs of the patient, ensuring excellent service throughout the outreach process and helping patients access the right services.
• Problem Solving: Capable of addressing patient concerns or objections during outreach efforts, ensuring positive outcomes and maintaining trust.
• Time Management: Demonstrates excellent time management by balancing outreach activities, managing caseloads, and meeting set goals within a fast-paced environment.
• Data Management: Attention to detail when documenting patient information, ensuring accuracy and timely updates in the company’s systems.
• Community Knowledge: Familiarity with local resources and the ability to connect patients to additional community-based services that may be beneficial to their care.

Pay

California pay range: $24—$27 USD per hour