aledade - Outreach Specialist, ACCESS (Remote)
Requirements
• High school diploma or equivalent • Minimum of 2 years of experience in healthcare outreach, care coordination, or telephonic patient engagement. • Proven track record in high-volume environment with the ability to meet performance metrics (i.e. Activation, conversion, etc.). • Regular and predictable attendance • Excellent interpersonal, verbal, and written communication skills. • Strong organizational and documentation abilities. • Detail-oriented with the ability to manage multiple priorities efficiently. • Ability to work shifts between 8:00 AM – 8:00 PM EST, including evenings and Saturdays as needed. • Experience in a remote call center environment. • Familiarity with value-based care models and Medicare Advantage. • Experience with care management software and Electronic Health Record (EHR) systems. • Prolonged periods of sitting at a desk and working on a computer.
Responsibilities
• Patient Outreach & Engagement • Conduct outbound and inbound outreach calls when automated workflows fail or require manual intervention. • Assist patients with onboarding, clinical metric collection (e.g., height, weight, BP), and blood pressure monitor troubleshooting. • Deliver engagement nudges to prompt completion of outstanding care management tasks and support ongoing care continuity. • Manage high-volume inbound queue requests, SMS fallout, patient inquiries, and onboarding/enrollment support. • Process webform exceptions and execute timely clinical triage handoffs to RNs and Pharmacists as needed. • Meet core operational benchmarks for call volume, contact rates, conversion, and device onboarding while maintaining accurate documentation and HIPAA compliance. • Provide timely, clear, and professional communication regarding follow-ups, care plans, and practice policies. • Operational Support • Accurately document all patient interactions and maintain up-to-date records in care systems (EHRs/CRMs). • Track and report patient engagement metrics, participating in workflow testing to refine operations and identify improvements. • Respond promptly to time-sensitive updates, adjusting priorities to address critical outreach needs immediately. • Maintain high energy, professional empathy, and resilience during high-volume shifts and frequent patient rejections. • Collaborate cross-functionally to advance patient engagement strategies and organizational goals.
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