Outbound Team Lead

About the Role: 

This is a chance to have a significant impact in supporting representatives who work diligently to change the lives of people and communities dealing with the effects of addiction. This is a hybrid role, where 70% of your time will be spent as a Team Lead and 30% of your time will be spent as an Outreach and Engagement Specialist, as the individual develops in the role. Through these interactions, you will lay the foundation of trust and understanding that lets our representatives and members we serve know that Eleanor Health is there for them. This role will report to Eleanor’s Access Team Supervisor.          

Primary Responsibilities:

• Perform initial and ongoing outreach to a prequalified cohort of potential members on a regular cadence with the goal of engaging these members in care at Eleanor Health.
• During outreach efforts you will:
  • Support specialists with information, education, and explanation of Eleanor Health services to potential members. This requires a comprehensive understanding of Eleanor Health’s mission, values, and care model and the ability to communicate it’s value in a clear, compassionate way.
  • Utilize motivational techniques and mentoring tools to understand the needs and barriers to care for assigned potential members, and work cross-functionally with other team members and care teams to address these needs & remove barriers. 
  • Support potential members in expressing their thoughts & feelings and appropriately manage/escalate medical or behavioral health crises that arise.
• Perform timely virtual outreach to potential members that have been discharged from acute care facilities in an effort to understand their health needs and offer longitudinal, whole-person support at Eleanor.
• Track all interactions with potential members in a centralized CRM platform with high-quality documentation and attention to detail.
• Support the development of direct mail & digital outreach strategies. 
• Collaborate with clinic & care team members to facilitate an excellent pre-visit experience, including verifying insurance, communicating patient cost sharing responsibility, supporting pre-visit paperwork, and ensuring all questions are answered.
• Assist the team in achieving engagement target goals through training, strategy, and problem solving.
• Work closely with Outreach supervisors to develop training materials and disseminate pertinent information to the team on a daily basis.
• Communicate regularly and directly with all team members regarding new initiatives and answer time sensitive questions related to job functionality.
• Attend cross-functional meetings to stay up to date on the latest information that affects Outreach efforts.

Qualifications:

• Establish continued  excellent patient-facing customer service experience in the healthcare setting, preferably behavioral health or substance use treatment
• Patient outreach & engagement experience or similar background requiring initiating patient/customer relationships built on trust
• Maintain up-to-date Salesforce, Athena scheduling, Vonage, Ops Hub and Monday.com processes
• Strong interpersonal communication skills, written communication skills, and active listening abilities
• Be highly motivated and self-directed with the ability to toggle between phone calls, documentation, and collaboration with other team members
• Enjoy working in a fun, fast-paced, team-centered environment

What we offer:

• The chance to be part of an open-minded, diverse, and dedicated team of passionate people
• Awesome medical benefits that include four options for all full-time employees, from an 100% employer paid high deductible plan to a low deductible EPO plan. A la carte dental and vision benefits are offered, too!
• Flexible paid time off that includes 80 annual Hours of PTO accrued monthly, up to 10 wellness days granted to you upfront, and 12 paid holidays (three of which are floating holidays to use for whatever is important to you)
• Great pay that consists of a competitive hourly rate as well as development opportunities. 

About Eleanor Health

Eleanor Health is the first outpatient addiction and mental health provider delivering convenient and comprehensive care through a value-based payment structure. Committed to health and wellbeing without judgment, Eleanor Health is focused on delivering whole-person, comprehensive care to transform the quality, delivery, and accessibility of care for people affected by addiction.

To date, Eleanor Health operates multiple clinics and a fully virtual model statewide across Louisiana, Massachusetts, New Jersey, North Carolina, Ohio, Texas, and Washington, delivering care through population and value-based partnerships with national and regional payors, employers, and other stakeholders.

If you are passionate about providing high quality, evidence based care for individuals with substance use disorder through an innovative practice, and about building a great business that makes a difference, Eleanor Health is an ideal opportunity for you. We seek highly skilled, motivated and compassionate individuals who take responsibility and adapt quickly to change to join our deeply committed and collaborative team.

 Job Type: Full-time