Member Outreach Specialist

2 weeks ago

Wilmington, United States Wayspring Full time

At Wayspring, we are committed to furthering our value of Equity & Inclusion throughout our recruiting practices. We seek diversity of background and opinion, as we think these attributes improve the performance of our company and are the right thing to do for our communities. We recognize and remove barriers to success within our company and communities. We seek to build a recruiting process that is inclusive and fosters diversity.

**Overview of the Member Outreach Specialist**

The Member Outreach Specialist is responsible for outreach to prospective Wayspring members to educate and enroll individuals in Wayspring service offerings. The Member Outreach Specialist will utilize effective interpersonal communication skills to build trust for pre-enrollment and enrollment conversations with prospective Wayspring members. The Member Outreach Specialist will report to the Member Outreach Manager and work on a dynamic team, primarily remotely. This is a full-time role, with benefit offerings and company provided equipment (computer, zoom line).

**Responsibilities for the Member Outreach Specialist**
- Conducts outreach calls to educate eligible members on Wayspring services available to them through their Medicaid health plan.
- Utilizes outreach queue list of potential Wayspring members and establishes initial contact and baseline relationships with Wayspring members.
- Educates potential Wayspring members on Wayspring service offerings through pre-enrollment and enrollment discussions.
- Builds rapport, using active listening techniques, open-ended conversations, and motivational interviewing to identify members’ needs, including substance use disorder, housing, medical and mental health needs.
- Collaborates internally with Wayspring’s Member Operations, Clinical Operations, and Market Operations teams to ensure a holistic approach and continued support for enrolled members.
- Secures verbal and written consent and obtains appropriate paperwork, primarily in electronic form, for services including clinic services and release of information forms from members.
- Completes and maintains documentation according to all company, federal and state guidelines.
- Conducts telephonic outreach to identified members as prioritized by Wayspring’s Care Management Platform, Pathways.
- Facilitates warm introduction and hand-off for newly enrolled members and Wayspring Central Engagement Specialists.
- Provides rotating after-hours and on-call support, as required (1-2 weeks per year).
- Maintains performance accountability around member enrollment and achieves outreach and enrollment goals as an individual contributor.
- Adhere to Wayspring information security and privacy requirements.

**Requirements**:

- Minimum of two (2) years of experience in an outreach role, with preferred experience around telephonic outreach
- Previous experience in a document management system, i.e.: Client Relationship Management System or Electronic Health Management System
- Must be comfortable having difficult and direct conversations around substance use disorder
- Proven track record of effective communication skills, both verbal and written
- Exceptional verbal communication skills, and effective presentation skills
- Ability to travel as business needs required for onsite training and company events, roughly 5% annually

**Company and Benefit Summary**

Wayspring has reimagined substance use disorder treatment. We provide individualized care, delivered with a peer-centered approach. We focus on making sure patients have their basic needs met, like access to care, economic stability, and connection to relationships and community. Then we help each person find their own way to wellness.
- Medical, Dental and Vision Insurance Options
- Company funded HSA
- Monthly Gym Allowance
- Paid parental leave - all parents included
- Company paid short term disability, long term disability and life insurance
- Generous 401k match
- Premium Employee Assistance Program, inclusive of counseling sessions
- Company Contributions to Future Minded Savings (think 529, HSA, Student Loan Reimbursement, and Emergency savings fund)
- Generous PTO package (accrual policy based on years of service) and an additional 10 paid company holidays

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