Job Description
WE ARE SEEKING AN OUTREACH SPECIALIST TO JOIN OUR TEAM!
ROLE DETAILS
REQUIRED SKILLS AND EXPERIENCE:
•You have 0-2 years of customer service or sales experience with a successful track record to share for that time period You have a passion for working within the community you are a part of, or have been a part of in the past
•Comfortable making 50+ calls every day (call center rep background would be a great fit)
•You have dynamic interpersonal skills and a strong desire to improve the health of individuals and whole communities
•You have a metrics-driven approach to your work and are willing to do whatever it takes to meet quotas for the Outreach team
•You are comfortable with high-volume outbound calls as well as creative outreach
•You are an independent self-starter who responds well to change and shifting priorities
WHAT YOU NEED TO KNOW:
•You will work in a radically different model of healthcare
•Serve as the initial connection to a prospective member
•Complete the intake and consent process for eligible members, and handoff to the Community Health Partner upon full enrollment
•Provide telephonic, written, digital and face to face outreach and engagement services for each eligible member. This also includes member events, group welcome events and community outreach events.
•Creatively locate and connect with members that we believe will benefit from the care model
•Work collaboratively with your Outreach team to increase the number of monthly member enrollments
•Leverage available data from our EHR platform, Commons to learn more about potential members and inform your outreach strategy
•Engage and foster trust quickly with members, acting as the face of the client and the key point-of-contact to assist members prior to full enrollment
•Meet with members in their homes, neighborhoods, and the health hub; nearly all of your work is done in the field
HOW WE DEFINE SUCCESS:
•Respond to transition of care alerts in our care facilitation platform Commons in a timely matter
•Meet engagement targets over the phone and in-person in order to reach and consent members
•Consent 25% of your member panel within 90 days of assignment and 50% within 9 month of assignment
•Engage and enroll members into the care model on a monthly basis
•Thoughtful, copious documentation of all member interactions and handoffs in Commons within 48 hours of your outreach engagement with a member
NICE TO HAVE, BUT NOT REQUIRED:
•You have high volume cold calling experience
•You have customer service experience in one of the following industries: retail, hospitality, healthcare, social services, or in a call center
•Experience with community outreach, peer counseling or community organizing (i.e. canvassing, tabling, mentoring)
•Experience working with individuals with mental health and substance use diagnoses
•Experience with motivational interviewing
•Multilingual in the languages spoken by our member population (Cantonese, Mandarin, Spanish)
KEY QUALIFICATIONS:
LICENSES AND CERTIFICATIONS: Driver's License, NY License
MINIMUM EDUCATION: Associates
YEARS EXPERIENCE: 1+ years
TRAVEL REQUIREMENTS: Willing to travel
SCHEDULE DETAILS: 5 days/week
Company Description
The leading provider of enterprise quality management and control software for the financial services industry. The nation’s most prominent lenders, servicers and financial institutions rely on Audit Quality Management & Control SoftwareTM to improve audit throughput and quality while controlling costs, including: -3 of the top 5 and more than 50% of the top 50 independent mortgage lenders; -2 of the top 5 loan servicers; and -2 of the top 5 depository institutions. Unlike other quality control platforms, only we deliver Flexible Audit Technology, which gives independent mortgage lenders and financial institutions the ability to easily manage and customize to meet their business needs without having to rely on IT or other outside resources. Using a customer-centric approach, our clients get responsive support and access to our experts to maximize their investment.