Virtual Outreach Specialist

4 weeks ago

Remote, Oregon, United States Accompany Health Full time

Accompany Health is on a mission to give low-income patients with complex needs the dignified, high-quality care they deserve but rarely receive. A primary, behavioral, and social care provider, Accompany Health walks alongside patients for their entire care journey, offering at-home and virtual care, as well as 24/7 support. Partnering with innovative payors, Accompany Health is powered by remarkable care teams, elegant technology, and a commitment to evidence-based practice.

We build long-term relationships with our patients so they know, without question, that our team is here for them day or night, year after year. We focus on the health outcomes most important to our patients to make it clear that they lead the way.

To achieve our mission, we collaborate with community-based organizations, local providers, and health plans. Led by our empathetic care teams, guided by proven care models, and powered by our own technology, we deliver a level of service that our communities rightfully deserve but rarely receive.

While our headquarters is in Bethesda, MD, our teams are distributed across the country. If you're eager to make a tangible difference in people's lives, to help correct long-standing disparities in health care, join us.

About the role:

The Virtual Outreach Specialist (VOS) has a passion to work with seniors and other dual-eligible patients, as well as their families. He/She will be the first point of contact for those community members to learn about Accompany Health.

The VOS will spend most of their time on the phone with the end-goal of scheduling a patient's Initial Visit with our care team. They will master the art of building relationships on the phone, listening carefully, and caring for each senior as they would care for a loved one. The Virtual Outreach Specialist will be a trusted advisor for each potential patient interacting with us.

The VOS must be comfortable working in a fast-paced environment, answering inbound calls, making outbound calls, and utilizing our systems to manage leads and track progress.

Responsibilities will include:

  • Conduct outbound calls and virtual outreach (SMS, email) to patients to provide information and education about Accompany Health services and resources.
  • Monitor and answer all inbound calls from patients interested in learning more about our program
  • Support patients by answering their questions, addressing their concerns, and providing guidance on how Accompany Health can support their needs.
  • Maintain a strong understanding of the features and benefits of our services, so that you can clearly articulate the information to our patients
  • Document all interactions and maintain timely, accurate records of patient outreach activities
  • Attend and participate in training and coaching sessions to continuously improve our engagement scripts and techniquesProvide a fantastic experience for all patients interacting with our program regardless of the outcome of the call/conversation
  • Utilize our home-grown CRM system to track leads, manage appointments, update patient information, track call notes, and create follow-up tasks
  • Achieve patient engagement targets as driven by company KPIs.

What makes you a fit for the team:

  • You have excellent communication and interpersonal skills.
  • You are accustomed to having a sales target, and you understand the need to go beyond and above to reach our engagement goals.
  • You are excited to work in a dynamic and fast-paced startup environment where processes and procedures will constantly evolve as we grow.
  • You have strong organizational and time management skills.
  • You are open-minded and willing to have a growth mindset, with the willingness to give and receive feedback.

Desired skills and experience:

  • Required
  • High School Diploma/GED or higher
  • 2+ years of related experience in a healthcare sales, direct marketing or customer service capacity
  • Ability to quickly build trust and rapport with seniors and other patients
  • Ability to work after hours and weekends if needed
  • Ability to work independently and as part of a team
  • Are internet-connected, able to work remotely
  • Preferred
  • Direct-to-consumer sales or patient engagement at a health plan, medical facility or another healthcare setting
  • Knowledge of Medicaid and/or Medicare programs and senior services
  • Bachelor's Degree preferred

#LI-Remote

#LI-LB1

For Patient Facing Roles

To keep our patients, communities and each other safe, you'll be required to comply with Accompany Health's medical clearance requirements, including completing a TB screen and providing proof of immunity or vaccination for certain conditions. You will also be required to be vaccinated and up-to-date on your COVID-19 vaccinations, including boosters. This is a condition of employment, and we make exceptions as required by law. Accommodation for religious and medical beliefs will be provided on a case by case basis.

For Non-Patient Facing Roles

To keep our patients, communities and each other safe, you'll be required to comply with Accompany Health's medical clearance requirements, including receiving the COVID-19 vaccine. This is a condition of employment, and we make exceptions as required by law. Accommodation for religious and medical beliefs will be provided on a case by case basis.

We embrace diversity and believe it creates a healthier atmosphere: Accompany Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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