Position Overview
As an Outreach Team Member for the Enhanced Care Management program, you will identify, contact, and engage eligible individuals to participate in our free healthcare services. Your role is crucial in helping vulnerable populations access comprehensive care coordination that can significantly improve their health outcomes. Work Hours Monday - Friday 1:30pm - 10:00pm
Key Responsibilities
- Identify and reach out to individuals who qualify for service programs
- Clearly explain program benefits and services in an accessible, compelling manner
- Address concerns and overcome objections to program participation
- Completion in program assessments for member to begin receiving services
- Build rapport and trust with prospective participants through empathetic communication
- Track outreach efforts and conversion rates in our database system
- Follow up with potential participants who initially declined services
- Meet weekly engagement targets while maintaining high-quality interactions
- Other responsibilities
Example Scenarios
Scenario 1: Cold Calling
You receive a list of Medicaid members who qualify for Enhanced Care Management based on their chronic conditions. You call Mr. Johnson, who has diabetes and heart failure. He's hesitant because he "doesn't want more doctor appointments." You explain that ECM actually coordinates his existing appointments and helps with transportation. You share how another participant with similar conditions reduced their ER visits by 70% through the program. Mr. Johnson agrees to an initial assessment.
Scenario 2: Provider Referral Follow-Up
Dr. Smith refers her patient, Ms. Williams, who has multiple chronic conditions and frequently misses appointments. You call Ms. Williams to explain how an ECM care coordinator could help her manage medication schedules, arrange transportation to appointments, and connect her with food assistance programs. Initially resistant, Ms. Williams agrees after you emphasize that the service is completely free and will reduce her overall healthcare burden.
Qualifications
- Strong interpersonal and communication skills
- Experience in healthcare, social services, or related customer-facing roles
- Ability to explain complex healthcare concepts in simple, understandable terms
- Empathetic approach when working with diverse and vulnerable populations
- Persistence and resilience in overcoming objections
- Organizational skills to manage multiple prospects simultaneously
- Basic computer proficiency for documentation and reporting
- Knowledge of community resources (preferred)
- Bilingual abilities (highly valued)
- 1-3 yrs sales experience, preferably within a healthcare setting, required
- Successful completion of a pre-screen assessment required
Examples of Effective Skills
Communication Example:
Instead of saying "This program provides care coordination services for complex medical conditions," you might say: "This free program gives you one person to call when you're confused about your medications, need help getting to doctor appointments, or when different doctors are telling you different things."
Objection Handling Example:
When a prospect says "I already have too many people calling me about my health," you respond with validation and differentiation: "I understand how overwhelming that can feel. What makes our program different is that we actually reduce those calls by having one care coordinator who works with all your doctors and services. Many of our members tell us this has simplified their healthcare experience."
Success Measures
- Number of qualified prospects successfully enrolled in the program
- Positive feedback from program participants
- Documentation accuracy and completeness
- Collaboration effectiveness with the broader care team
Example Metrics:
- Weekly enrollment goal: 10-15 new program participants
- 85% accurate documentation of all outreach attempts
- 60% conversion rate from initial contact to enrollment
- 30-day follow-up with 100% of enrolled participants to ensure satisfaction
Benefits
- Competitive salary and benefits package
- Professional development opportunities
- Meaningful work helping vulnerable community members
- Supportive team environment
Real Impact Example:
"Last year, our outreach team connected over 1000 high-risk individuals with Enhanced Care Management services. This resulted in a 40% reduction in emergency department visits among participants and significant improvements in chronic disease management metrics. One team member's consistent follow-up with a homeless veteran resulted in stable housing, reconnection with primary care, and successful management of previously uncontrolled hypertension."
Join us in making a difference in the lives of those who need enhanced care management services. Your outreach efforts will directly connect people with life-changing healthcare resources at no cost to them.