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 assignedRequired Skills and Abilities: Regular and predictable attendanceMust 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 softwareSelf-motivated with the ability to work independentlyMust 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 SpanishRemote Work experienceEducation & Experience: High School Diploma    2 yrs. experience in healthcare1 yr. experience telephonic patient outreach, customer service, or salesPhysical Requirements: Prolonged periods of sitting at a desk and working on a computerPosition is 100% remote