Outreach Support Specialist

Outreach Support Specialist

Requirements

• 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.

Responsibilities

• 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.
• 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.
• Assess and document the level of patient acuity.
• Communicate qualification findings clearly to Outreach Coordinators for prioritization.
• 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.
• 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.
• 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.
• 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.

Preferred Qualifications

• 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.