Outreach Specialist

About the role

The Outreach Specialist supports the WellBe team's efforts in acquiring new patients, accurately providing the value of WellBe's services, assisting with confirmation calls, rescheduling member appointments, and helping patients to lead a more meaningful life through WellBe's host of services. This unique role provides the opportunity to directly contribute to WellBe's growth as well as improve our ability to help people receive WellBe's life-changing care.

The Outreach Specialist is truly the first point of contact for a patient and will be responsible for introducing the patient to WellBe and all the great benefits they qualify for. Engagement is the starting point for WellBe to support people who are in need, and this role is a critical part of our commitment to our patients.

Responsibilities

• Conduct outbound calls and receive inbound calls to and from prospective patients to schedule a variety of in-home annual and comprehensive wellness visits
• Make confirmation call reminders and assist patients with potential rescheduled and canceled visits
• Connect with potential new patients and existing patients to provide answers to their questions
• Support the in-home care team with the information needed to engage patients in their health
• Introduce patients to WellBe and all the benefits they qualify for

Qualifications

• High School diploma or GED equivalent
• Some college or Associate's Degree preferred
• At least three (3) years of outbound call center and/or customer service experience, with preference for candidates who have experience in healthcare, OR two (2) years of experience in sales, including appointment setting
• Experience assisting patients in navigating the complex health system is a plus
• Medicare experience preferred

Skills

• Great interpersonal skills, excellent verbal and written communication skills, with good command of the English language
• Ability to listen effectively, navigate tough conversations, handle objections gracefully, and understand and address the needs of patients
• Passion for helping people
• Demonstrated ability in explaining a service or program and ability to overcome objections to participation
• Comfortable speaking with Medicare beneficiaries by phone
• Ability to speak clearly and unencumbered on the phone
• Dynamic and engaging on the phone with superb active listening skills
• Excellent data-entry skills and proven ability to navigate multiple computer screens while conducting a customer call
• Basic skills in Google Workspace, Excel, or equivalent applications, and familiarity with call center software applications
• Ability to organize, take initiative and follow-up with little to no supervision
• Proven time management, multi-tasking, prioritization and follow-up skills in a rapidly changing environment
• Ability to think independently and make decisions while adhering to company standards and guidelines
• Ability to work independently while being a productive member of the team
• Ability to work in a fast-paced dynamic growth environment
• Must be able to work assigned schedules and remain flexible to schedule changes
• Open to potentially working after scheduled hours to perform duties as listed above to support the WellBe model
• Strong communication skills with the ability to speak clearly, actively listen, and effectively convey information to members
• Genuine commitment to delivering excellent customer service and efficiently resolving member inquiries
• Ability to work independently and make sound decisions while adhering to department and company guidelines, maintaining productivity
• Quick problem-solving abilities to assess and address member inquiries, objections, or concerns promptly
• Capacity to stay calm under pressure, especially when managing upset or frustrated members, while demonstrating empathy and support
• Strong multitasking skills, including navigating multiple computer systems and screens while engaging with members
• Excellent organizational skills to handle varied tasks efficiently
• Proficiency with call center software and related technologies to manage calls, document member interactions, and input data accurately
• Data entry skills for accurate input of member information
• Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Willingness to adapt to a flexible work schedule during business hours

Pay

• Competitive pay $20–$24/hr (Based On Experience)

Schedule

• Must be able to work assigned schedules and remain flexible to schedule changes
• Must be open to potentially working after scheduled hours to perform duties as listed above
• Willingness to adapt to a flexible work schedule during business hours

Work location

Remote role. Must live in or near one of the following office locations: Atlanta, GA; Chicagoland Area (including suburbs), IL; Cincinnati, OH; Cleveland, OH; Columbus, OH; Rochester, NY; or Pittsburgh, PA.

Work conditions

• Ability to lift up to 20lbs
• Prolonged sitting required for extended periods while performing tasks such as data entry, managing calls, and utilizing computer systems
• No supervisory responsibilities
• No travel required