Outreach Specialist, CACP

We need to output HTML fragment with sections: h3 headings for sections present: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections with real specific content. The posting includes description of role, duties, qualifications, pay, benefits, schedule? It mentions "Regular and predictable attendance Ability to work core operating hours (8 AM – 8 PM EST or local time zone)". That's schedule info. Also "We are flexible with respect to geographic location, and the ideal candidate will be comfortable working remotely/work from home across US time zones." That's schedule/location. So we can have Schedule section. Pay: "$24.52 - $24.52 an hour" repeated. So we have pay. Benefits: description of total rewards package: company bonus, equity, 401k match, healthcare coverage, etc. Also later list of benefits: flexible work schedules, health/dental/vision insurance, PTO, volunteer days, holidays, parental leave, sabbatical, educational assistance, 401k match, stock options, etc. So Benefits section. About the role: initial paragraph describing role. Responsibilities: list of primary duties and individual responsibilities. Requirements: Minimum Qualifications. Qualifications: Preferred Qualifications. Skills: maybe we can extract skills from qualifications: active listening, verbal communication, written documentation, telephony platforms, etc. Could create Skills section. But we must not create sections with filler. We have content for each. We must not repeat job title as heading. No Job ID. We must use

for section headings. Use

• for any list of duties/requirements/benefits. Use

  for prose. We need to preserve all substantive information; do not invent or summarize away detail. So we need to include details like scripts, SOPs, HIPAA, etc. We must remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. The posting includes EEO statement, privacy notice, etc. We must remove those. We must not include duplicated lines like the wage repeated twice; we can include once. We need to decide what goes where. Let's outline:

  About the role

  The CACP Outreach Specialist is the first step in the patient journey and supports the Comprehensive Advance Care Planning (CACP) program through high-volume inbound and outbound outreach. The role primarily manages outbound scheduling and inbound inquiries; educates patients about CACP; addresses reluctance with empathy and professionalism; and schedules facilitation appointments. The specialist follows approved scripts, workflows, SOPs, job aids, privacy requirements, and quality standards while balancing patient-centered service with daily performance expectations. We are flexible with respect to geographic location, and the ideal candidate will be comfortable working remotely/work from home across US time zones.

  Responsibilities

  • Conduct high-volume outbound calls to educate patients on Advance Care Planning (ACP) and successfully schedule appointments with Facilitators
  • Respond to inbound patient inquiries, resolve concerns, and manage referrals, worklists, and follow-ups
  • Manage digital patient communications (email and SMS) through multichannel systems to maintain engagement
  • Adhere to approved scripts, standard operating procedures (SOPs), and workflows; achieve and maintain key performance metrics
  • Address patient concerns and overcome objections with empathy, active listening, and professionalism
  • Maintain HIPAA compliance and privacy standards while balancing patient-centered service with operational efficiency
  • Actively participate in team meetings, 1:1’s, coaching sessions, team communications, and required training assignments
  • Perform other duties as assigned

  Requirements

  • High School Diploma
  • At least 1 year of telephonic outreach, customer service, or tele-sales experience in a call center environment
  • Ability to comfortably navigate and adapt to telephony platforms, web applications, and CRM software
  • Strong active listening and verbal communication skills with an empathetic approach to managing patient calls
  • Ability to effectively manage repetitive patient conversations and/or patient objections
  • Strong written documentation skills with high attention to detail
  • Regular and predictable attendance
  • Ability to work core operating hours (8 AM – 8 PM EST or local time zone)
  • Access to a reliable high-speed internet connection (minimum 20 Mbps download, 20 Mbps upload, and ≤ 50 ms jitter)

  Qualifications

  • Prior experience in healthcare, patient education, or remote call-center environments
  • Familiarity with advance care planning or end-of-life care discussions
  • Bilingual proficiency in English and Spanish

  Skills

  • Active listening and verbal communication
  • Empathetic patient engagement
  • Written documentation with attention to detail
  • Proficiency with telephony platforms, web applications, CRM software
  • Ability to follow scripts, SOPs, workflows
  • HIPAA compliance awareness
  • Time management and ability to meet performance metrics

  Benefits

  • Company bonus
  • Equity (stock options)
  • 401(k) match up to 4%
  • Healthcare coverage (health, dental, vision insurance paid up to 80% for employees, dependents and domestic partners)
  • Robust time‑off plan (21 days of PTO in first year)
  • Two paid volunteer days and 11 paid holidays
  • 12 weeks paid parental leave for all new parents
  • Six weeks paid sabbatical after six years of service
  • Educational Assistant Program and Clinical Employee Reimbursement Program
  • Flexible work schedules and ability to work remotely for many roles

  Pay

  $24.52 USD per hour (expected base pay for the role across all U.S. locations)

  Schedule

  Core operating hours: 8 AM – 8 PM EST (or local time zone); regular and predictable attendance required; remote work permitted across US time zones.

  We must ensure we didn't include any boilerplate like EEO, privacy, etc. We removed those. Check for duplicated content: we included pay once. Good. Check that we didn't add any sections with filler like "commensurate with experience". Not present. Check that we didn't include "Physical Requirements" section; we omitted because not requested as heading; but we could include if we want but not required. The instruction: include a section ONLY when posting has real, specific content for it. Physical Requirements is present: "Prolonged periods of sitting at a desk and working on a computer". That's specific. Should we include a Physical Requirements section? The allowed headings list includes: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Physical Requirements is not in the list, so we should not create a heading for it. We could fold that into Requirements or Skills? Probably better to include in Requirements as a bullet. But the instruction says use those headings only; we can add other headings? It says use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It implies we should use those headings for sections; not that we cannot use others, but better to stick to those. We can incorporate physical requirement into Requirements. Add bullet: "Ability to work prolonged periods sitting at a desk and using a computer". That's fine. Now ensure we didn't miss any substantive info: The description about "We are flexible with respect to geographic location, and the ideal candidate will be comfortable working remotely/work from home across US time zones." Already in About the role. Also "The specialist follows approved scripts, workflows, SOPs, job aids, privacy requirements, and quality standards while balancing patient-centered service with daily performance expectations." Already in About the role. Also "Achieve and maintain key performance metrics" in Responsibilities. Also "Maintain HIPAA compliance and privacy standards while balancing patient-centered service with operational efficiency" in Responsibilities. Also "Individual Responsibilities" bullet about team meetings etc. Also "Other duties as assigned". Also "Minimum Qualifications" list. Also "Preferred Qualifications" list. Also "Physical Requirements" we folded. Also "The wage for this position is: $24.52 USD per hour. This range represents the expected base pay for the role across all U.S. locations, based on market data and internal benchmarking." We captured pay. Also "Aledade offers a competitive total rewards package, which includes a company bonus, equity, 401k match, healthcare coverage and a broad range of other benefits. A full review of our total rewards package will be discussed at the offer stage with the selected candidate." We captured benefits. Also later benefits list: "Flexible work schedules and the ability to work remotely are available for many roles Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners Robust time-off plan (21 days of PTO in your first year) Two paid volunteer days and 11 paid holidays 12 weeks paid parental leave for all new parents Six weeks paid sabbatical after six years of service Educational Assistant Program and Clinical Employee Reimbursement Program 401(k) with up to 4% match Stock options And much more!" We captured many. Also "At Aledade PBC, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission. In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:" This is more culture; we could incorporate into About the role or maybe a separate section but not in allowed headings. Could add to About the role as extra prose. But we already have About the role paragraph; we could add another paragraph about culture. However we must not invent or summarize away detail; we can include it as part of About the role. Let's add a second paragraph under About the role: describing culture and mission. Also "At Aledade PBC, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer." That's EEO; we should remove as boilerplate. Also "Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation." That's EEO; remove. Also "We may use automated tools, including artificial intelligence (AI), to help organize and evaluate application materials..." That's hiring process; remove. Also "Our Commitment to Authenticity..." remove. Also "If you would like more information about our screening and hiring process, please contact us." remove. Also "By applying for this job, you agree to Aledade's Applicant Privacy Policy