Supervisor, Community Outreach

Upward Health is a home-based medical group specializing in primary medical and behavioral care for individuals with complex needs. We serve patients throughout their communities, and we diagnose, treat, and prescribe anywhere our patients call home. We reduce barriers to care such as long delays due to scheduling. We see patients when they need us, for as much time as they need, bringing care to them. Beyond medical supports, we also assist our patients with challenges that may affect their health, such as food insecurity, social isolation, housing needs, transportation and more. It’s no wonder 98% of patients report being fully satisfied with Upward Health

Upward Health provides technology-enabled, integrated, and coordinated care delivery services that improve outcomes and reduce costs for patients with severe behavioral health diagnoses and co-morbid, chronic physical conditions. We are not your typical medical practice. At Upward Health, we see every day as an opportunity to make a difference in our patients' lives. We could tell you about our outcomes and patient satisfaction ratings. We could tell you about our commitment to our mission. Or, you could join us and experience it all for yourself.

Why Is This Role Critical?

The Community Outreach Team plays a critical role at Upward Health, building our community relationships and often, being a patient’s first point of contact with our company. We count on the Community Outreach Team to make an excellent first impression for us. This team is responsible for conducting direct outreach to patients who are referred to Upward Health. The Community Outreach Team meets with patients to determine whether they could benefit from Upward Health services and gathers important information about these patients, their conditions, and their goals. The Community Outreach Team will collaborate with our Clinical Services team to ensure continuity of care for patients who enroll in Upward Health. The Outreach Team is a community-based role whose work takes place primarily in the field.

The Supervisor, Community Outreach, will manage and supervise the day-to-day outreach activities delivered by Upward Health’s Community Outreach Specialists. The Community Outreach Specialist is responsible for conducting direct outreach to patients who are referred to Upward Health. The Supervisor will support the Community Outreach Specialist and ensure Outreach process adherence. The ideal candidate for the Supervisor, Community Outreach role must be flexible and willing to work in an early-stage company on an innovative pilot program where the scope of services and protocols will evolve. This will be a dynamic environment that requires flexibility, dedication, and commitment to improve care for underserved populations.

Key responsibilities:

• Direct supervision of assigned Community Outreach Specialist colleagues
• Participates in hiring process for Community Outreach Specialists through direct interviews and the final candidate selection process
• Directly responsible for the in-role training of new Community Outreach Specialist colleagues
• Strong organizational skills and the ability to lead short-term and long-term initiatives (e.g., advocacy or training)
• Prepares reports and documents as needed or requested
• Attends regular team meetings and participates in clinical rounds
• Assist the Manager, Community Outreach with any tasks that are delegated and completes task in a timely manner
• Performs Team audits regularly to assist Manager, Community Outreach with maintaining adequacy of caseloads and workflow
• Provide training and education on any team improvements; Provide Manager, Community Outreach with weekly updates
• Team communications and duties as directed by leadership
• Establish a positive presence for Upward Health at healthcare providers and community-based organizations

• Identify prospective patients who are serviced by healthcare providers and community-based organizations and facilitate referral to Upward Health
• Conduct direct outreach to patients via in-person meetings, phone contact, mailings, and other strategies
• Speak with patients about the role that Upward Health can play in helping them improve their health
• Enroll patients into Upward Health’s program and collect key data about patients during enrollment process
• Facilitate enrolled patient handoff to the Clinical Services team
• On an as-needed basis, interact with enrolled patients to deliver additional community-based touchpoints
• Continuously expand Upward Health’s knowledge of local healthcare providers and community resources, services and programs available to patients; build ongoing relationships with these organizations to advocate for members
• Assist Clinical Services team in identifying, accessing, and referring to local resources that may be helpful to our patients, especially local health and social service programs

• Performs other duties as assigned

KNOWLEDGE, SKILLS & ABILITIES:

• Interpersonal savvy, with the demonstrated by the ability to interact with and influence people to establish trust and build strong relationships
• A high sense of urgency and can-do attitude required for a role at a start-up company
• Ability to do outreach and complete enrollments
• Comfortable with computer data entry
• Able and willing to work full time and has reliable transportation
• Strong organization skills and ability to manage and maintain a personal schedule
• Ability to establish priorities and meet deadlines
• Ability to work independently within a virtual operating environment and as part of a team
• Excellent oral and written communication skills
• Ability to carry out written and oral instructions
• Ability to exercise judgment in the application of professional services
• Ability to clearly communicate Upward Health’s value proposition
• Active listening skills, quick thinking, and able to both be compassionate and respond to objections
• Ability to quickly establish trust and build strong relationships with patients, providers, and social service organizations
• Organized and self-motivated to accomplish designated duties within the daily schedule, including often working independently
• Enjoys collaboration within a team environment and working with people of different skills and experience
• Knowledge of community resources in the local market
• Able to maintain clear professional boundaries with patients and coworkers, and between work with Upward Health and other community-based work
• Commitment to represent the company with professionalism
• Demonstrates cultural competency and ability to work with diverse groups of community members
• Able to work flexible hours, including occasional night/weekend work

MINIMUM REQUIREMENTS:

• Minimum of 5 years working in health-related field supporting patient care delivery, public health initiatives, population health, or related healthcare experience
• Minimum of 2 years supervisory experience
• High school graduate or GED required
• Long-time resident of the community with good knowledge of the resources of this community
• A valid driver’s license and auto liability insurance
• Experience with or strong interest in working in health, social, education, or community services
• Experience working as an outreach specialist is a plus
• Able to maintain clear professional boundaries with members and coworkers
• Working knowledge of social and health issues
• Ability to complete Upward Health’s initial training program and ongoing educational requirements as assigned
• Commitment to represent the company with professionalism
• Cultural competency – able to work with diverse groups of community members
• Basic computer skills, including ability to type

PREFERRED QUALIFICATIONS:

• Associates degree in a healthcare field of study highly preferred; Bachelor’s degree in a healthcare field of study preferred
• Multi-lingual capabilities preferred, but not required
• Strong communication and problem-solving skills
• Technologically savvy is a plus
• Certification, coursework, and/or college credit in social services, public health, health related studies

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. All individuals selected for a position will undergo a background check appropriate for the position's responsibilities.