Re-Engagement Outreach Specialist

Position Description:

Under the current approach, treatment of mental health conditions and substance use disorders is limited to what an individual can afford and/or what insurance will pay for. This narrow-minded approach ignores many of the contributing factors that lead to these conditions and fails to address key elements necessary for sustained recovery adequately. At Eleanor, we are rethinking treatment and serve as the only tech-enabled, evidence-based care provider focused on managing the overall health and total cost for individuals with mental health needs & substance use disorder. Instead of entering into a fee for service agreements with payers, we provide whole-person care through value-based partnerships that afford us the flexibility to meet members where they are and to provide the diverse array of services necessary to help them feel better and achieve long-term recovery.

If you are passionate about helping people live amazing lives, come join us! This is an opportunity to be part of a team that plays a critical role in proving that we can raise the standard of care for mental health and substance use disorder. 

Candidate Responsibilities

• Cross trained in Re-engagement and ADT Outreach. A majority of the specialists' time will be focused on outreaching to members who previously utilized Eleanor Health’s services but have not scheduled follow up appointments. 
• Interact with current members, potential members and internal care team
• Perform initial and ongoing outreach to a prequalified cohort of potential and current members on a regular cadence with the goal of engaging these members in care at Eleanor Health. The focus will be on re-engagement, admissions, discharges and transfers (ADT) and HIGH Impact Score members.
• Perform timely 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.
• Utilize motivational interviewing and advanced customer service skills to provide a best in class member experience
• Utilize ADT platforms such as Collective Medical, Bamboo Health, and payer specific data sets to document, track, and assign ADT-related outreach.
• During outreach efforts you will:
• Provide appropriate information, education, and explanation of Eleanor Health services to potential and existing members. This requires a comprehensive understanding of Eleanor Health’s mission, values, and care model and the ability to communicate its value in a clear, compassionate way
• Support potential members in expressing their thoughts & feelings and appropriately manage/escalate medical or behavioral health crises that arise.
• Work cross-functionally with other team members and internal care teams 
• Track all interactions with potential members in a centralized platform with high-quality documentation and attention to detail
• Be highly trained in explaining the services that Eleanor Health offers and tailoring the approach to best fit the prospective member's needs
• Support potential members in expressing their thoughts & feelings and appropriately manage/escalate medical or behavioral health crises that arise
• Understand how insurance works and be able to effectively verify insurance eligibility and communicate, at a high level, patient cost sharing responsibility. Be able to direct potential members to resources within Eleanor Health for more specific information
• Answer incoming calls through our outreach phone line via Salesforce, and direct calls as needed.
• Maintain a current understanding for population health contracts, scripting, as well as scheduling protocols for attributed members
• Once a potential member enrolls in care at Eleanor or schedules their follow up appointment, collaborate with clinic & care team members to facilitate an excellent pre-visit experience, supporting with pre-visit paperwork, and ensuring all questions are answered.

Candidate Qualifications:

• Minimum of two (2) years customer service experience required
• 2-3 years of experience with post-acute care outreach or health care  preferred
• Typing skills of 40 wpm or better
• Interpersonal skills to work with a wide variety of members each day and the ability to quickly establish trust and build a relationship with members
• Confidence and strong self-assuredness to succeed in cold-calling members and educating to prospective members how Eleanor Health can help
• Excellent communication and interpersonal skills, with the ability to build rapport with people from diverse backgrounds
• Quick thinking and ability to respond to questions and objections
• Ability to work independently and meet established goals
• Experience working with Salesforce and Athena or other EMR preferred
• Be highly motivated and self-directed with the ability to multitask between phone calls, documentation, and collaboration with other team members
• Adapt to frequently changing policies
• Open availability to work during hours of operation. Current hours of operation are Monday - Friday, 8am-8pm EST, with plans on expanding in the future. Shift assigned will be an 8 hour working shift, 30 minute lunch, and 2 paid breaks.  
• This position is remote and requires a quiet, dedicated work environment and a hardwired, high-speed internet connection. (Ethernet cable)
• Enjoy working in a fun, fast-paced, team-centered environment
• The ability to be available for regularly scheduled shifts
• The ability to complete all other responsibilities as required

Compensation & Benefits:

The total target compensation range for this position is $20-22 an hour. The actual compensation offered depends on a variety of factors, which may include, as applicable, the applicant’s qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job.

Eleanor Health offers a generous benefits package to full-time employees, which includes:

• Flexible time off that includes 80 annual hours of PTO accrued monthly + 10 wellness days granted on day 1 - unplug, relax, and recharge! 
• 9 observed company holidays + 3 floating holidays- We encourage you to use the additional 3 floating holidays to accommodate personal beliefs/practices
• Wellness Days - In lieu of “Sick Time” which typically applies only when you are ill, we encourage you to proactively manage your overall wellbeing, both physical and mental, as well as the wellbeing of those who play important roles in your life.
• Fully covered medical and dental insurance plan, with affordable vision coverage.- We are a health first company, and we strive to make our plans affordable and accessible
• 401(k) plan with 3% match. We are excited to be able to support the long-term financial well-being of our team in a way that reinforces Eleanor’s commitment to equity.
• Short-term disability- We understand that things happen, we want you to feel comfortable to take the time to get better.
• Long Term Disability - Picks up where Short Term Disability leaves off.
• Life Insurance - Both Eleanor and employee-paid options are available.
• Family Medical Leave- Eleanor Health’s Paid Family & Medical Leave (“PFML”) is designed to provide flexibility and financial peace of mind for approved family and medical reasons such as the birth, adoption, or fostering of a child, and for serious health conditions that they or a family member/significant other might be facing.
• Wellness Perks & Benefits- Mental Health is important to us and we want our employees to have the accessibility they deserve to talk things through, zen with a mindfulness app, or seek assistance from health advocates
• Mindfulness App Reimbursement
• 1 year subscription to TalkSpace
• Paid Membership to Health Advocate, One Medical, and Teladoc

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, Florida, and Washington, delivering care through population and value-based partnerships with Medicare, Medicaid, and employers.

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 Types: Full-time