Outreach Specialist

Responsibilities

• Provide telephonic, virtual, and field-based outreach and engagement services for eligible members.
• Work daily within the Commons platform to review pre-populated demographic data, document accurate emergency contacts, organize information, and track tasks.
• Collect verbal and written consent from members, initiate the intake process, and facilitate smooth handoffs to the care team.
• Actively communicate urgent needs and other pertinent information to the care teams, members, and their family members.
• Remain mindful of the member’s home or residential environment during onboarding; identify and escalate any safety concerns or indicators that may require additional support to ensure appropriate care team awareness and follow-up.
• Provide feedback to the Engagement Operations team to assist in supporting improvements overall.
• Dedicate designated administrative time each week to make regular telephonic outbound calls, including planning and scheduling field visits, using available data from the Commons platform to create an efficient outreach plan, mapping out travel routes, adding visits to your calendar, and conducting chart reviews.
• Spend the majority of the week working out in the field meeting with members.
• Ensure timely entry of visit notes into Commons, return necessary calls, and prepare final details for upcoming shifts. On shorter or non-field days, complete additional outbound telephonic calls, finalize wrap-up tasks, and submit required weekly expense reports for travel.
• Consistently meet target goals for monthly member field visits, overall reach rates, overall outbound telephonic call volumes, and scheduling/activation attempts.
• Successfully drive member activation, aiming for high completed appointment and activation rates.
• Actively build and maintain relationships with Community Based Organizations (CBOs) to support meaningful referrals within the community, connecting members to trusted services while strengthening CBH’s presence and continuity of care.
• Maintain excellent performance averages across Quality Assurance (QA), soft skills, and validation scores.

Requirements

• Bilingual (Fluent in English and Spanish).
• Minimum of 1 year of experience in a similar role.
• Ability to travel throughout NYC and the surrounding areas.