Outreach Specialist, CACP

The Outreach Specialist-CACP is responsible for conducting outbound and inbound calls to engage patients in scheduling Advanced Care Planning (“ACP”) appointments.

Essential Duties & Responsibilities:

• Conducts outbound and inbound calls to educate patients about Advanced Care Planning ultimately scheduling an appointment. 
• Overcome Patient concerns and objections by clearly articulating the importance of Advanced Care Planning and how it benefits their healthcare journey.
• Respond to multimodal and outgoing calls, texts, and emails by providing direction to Patients’ questions and/or concerns.
• Maintain HIPAA compliance and achieve key performance metrics including call volume, conversion rates, and quality standards.
• Other duties as assigned

Required Skills and Abilities:

• Regular and predictable attendance
• Must be able to work flexible shifts within the business hours of 8 AM – 8 PM EST, Monday through Saturday.
• Excellent communication skills including active listening. Ability to engage with an older demographic compassionately and effectively.
• Proficient computer skills with the ability to learn new software
• Self-motivated with the ability to work independently
• Must have access to reliable high speed internet connection (Download speed: 20 Mbps, upload speed: 20 Mbps, and Jitter: 50 ms.)

Preferred Skills and Abilities:

• Bilingual in English and Spanish
• Remote Work experience

Education & Experience:

• High School Diploma
• 2 yrs. experience in healthcare
• 1 yr. experience telephonic patient outreach, customer service, or sales

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Position is 100% remote