Outreach Support Specialist

Position Purpose

The Outreach Support Specialist plays a vital role in supporting Outreach Coordinators (OCs) by handling a high volume of outbound and inbound calls to ensure timely engagement with leads. This team member assists with patient intake processes, screens patients for eligibility & clinical urgency and facilitates clear communication throughout the claims process. They are also responsible for maintaining accurate and up-to-date documentation in our CRM tool, Salesforce. By efficiently managing a fast-paced workflow, the Outreach Support Specialist helps maximize intake conversion, enhance patient engagement, and drive overall operational efficiency.

Responsibilities

• Lead Engagement and Scheduling:
  • Contact all new leads within 24 hours of receipt to schedule intake appointments
  • Confirm intake appointments with patients the day prior to their scheduled time
  • Follow up persistently if initial contact attempts are unsuccessful (per established outreach guidelines)
  • Process referrals from all sources, including potential patients, current patients, call-ins, contact cards, and Authorized Representative referrals
  • Ensure any documentation or contact information received prior to intake is accurately uploaded into Salesforce and confirm or upload all necessary paperwork following the intake process
• Patient Qualification:
  • Evaluate patients based on program criteria and level of need
  • Qualify leads to determine their current status: White card holders, Transfer patients, Non-card holders, RECA
  • Assess and document the level of patient acuity
  • Communicate qualification findings clearly to Outreach Coordinators for prioritization
• Patient Communication and Updates:
  • Handle incoming and outgoing calls to support lead generation efforts, communicate timely updates, and ensure a positive and supportive patient experience through excellent communication and customer service
  • Assist with Outreach event RSVP calls, manage invite list, and mail invitations to existing pipeline
• Salesforce Data Management:
  • Accurately and promptly document all patient interactions, intake schedules, triage information, demographics, claim information and updates in Salesforce
  • Ensure all patient documentation and notes are complete to support claims development and Home Health Care (HHC) transitions
• Intake Conversion Support:
  • Proactively support Outreach Coordinators in converting leads to scheduled intakes and eventual HHC patients. Support may include follow-up calls, and data entry
  • Communicate patient hesitations, barriers, or concerns promptly to the OC for resolution
• Team Collaboration:
  • Partner closely with Outreach Coordinators, Regional Outreach Directors, and Director of Marketing to optimize the patient intake pipeline
  • Participate in team huddles and strategy meetings to share insights and suggestions for continuous improvement

Qualifications

• High school diploma or equivalent required; Associate's or Bachelor's degree in healthcare, marketing, communications, or a related field preferred
• Experience in high-volume customer service, call center operations, or sales is preferred
• Exceptional verbal and written communication skills
• Proven ability to stay organized, manage multiple priorities, and meet deadlines in a fast-paced environment
• Meticulous attention to detail with strong focus on maintaining accurate and thorough records
• Proficient in Salesforce (or similar CRM) and Microsoft Office Suite
• Self-motivated and capable of working independently while effectively collaborating with a team
• Commitment to a patient-first approach, demonstrating empathy, professionalism, and respect in all interactions

Other Information

• Occasional local travel may be required for patient support or events
• Additional duties and responsibilities may be assigned, and existing responsibilities may be modified, as needed to support business needs, departmental priorities, special projects, and organizational objectives
• Must embody Giving Home Healthcare's HEART values: Humility - Serve and support others; remain open to feedback; Empathy - Practice active listening and kindness; Advocacy - Remove barriers and create opportunities for patients; Respect - Communicate honestly and treat all with dignity; Teamwork - Collaborate, empower others, and maintain optimism

Benefits

• Vacation (PTO) and Sick Days
• Competitive benefit plans
• Company paid short/long term disability
• Tuition reimbursement program
• Monthly cell phone stipend
• 401(k) with matching biannual metric based bonus