Outreach Specialist

Member Outreach Specialist Job Description

Zócalo Health is looking for an Outreach Specialist who is vital to growth and success in the value-based healthcare space. The team is tasked with conducting phone outreach to members across various US states, with the goals of driving member engagement with products and services, helping members sign up for our app, and booking them into their first visit with our care teams based on their health needs.

As an Outreach Specialist, you will serve as the front door to Zócalo Health for patients and the community. You will provide education and registration support, support booking appointments with the clinical team and conduct initial intakes, all while managing a caseload of patients who require care coordination and non-medical determinant of health support.Success in this role looks like increasing the patient’s knowledge of Zócalo Health and its services, improving current health practices, promoting Zócalo Health services, and supporting the enrollment process

Key responsibilities

Connect with our most vulnerable and underserved members, educate them on services, and get them engaged in their healthcare journey

Conduct 50-60 outbound phone calls per day to eligible members to introduce them to products and a variety of clinical programs, help them and their family members through the registration process, and schedule them with an initial appointment with one of our providers. In the future, this will expand to other forms of outreach e.g., email and / or text messaging

Build an instant connection and rapport with our members and their families

Work collaboratively with your team to ensure all individual and team targets and metrics are met for calls, registrations, and booked appointments

Work closely with other Clinical Ops team (e.g., community health workers, care managers, providers) to ensure continuity of care for our members

Participate in various targeted outreach campaigns and collect learnings to help us improve our outreach strategy and tactics

Use critical thinking, problem-solving, and objection-handling techniques to address member concerns

Take ownership of any issues that come your way to provide members with an experience that exceeds their expectations Identify and escalate member feedback to help us improve our products and services

Contribute to ad hoc initiatives such as process improvements, roll out of new tools, and more

Key skills required

Bridging the gap between individuals, communities and the health and social service systems.

Conducting telephonic, video and in person outreach.

Health system navigation, network navigation and Zócalo Health program coordination and engagement.

Assisting with federal and state support program enrollment, appointment scheduling, referrals and promoting continuity of care.

Be able to work collaboratively with other team members, share knowledge and expertise, and be willing to learn from others.

Providing social support by listening to concerns of the patient and referring to appropriate support resources.

Attending and participating in community events as the representative of Zócalo Health.

Managing data, including electronic health records, tracking member engagement, and generating reports.

Qualifications and Experience: Required

Language/Culture

Fluency (verbal and written) in English and Spanish.

Education

High school diploma or GED (minimum).

Licenses/Certifications (CA only)

None required

Experience

1-3 years of a high volume inbound / outbound calling environment such as healthcare outreach, healthcare administration, customer service, or sales

Complementary competencies and skills

Comfortable working with multiple computer applications simultaneously and willingness to learn new technologies and frameworks.

Team player who builds effective working relationships

Ability to train others.

Other

Flexible and able to travel to other communities

Willing to travel to support community events and in person patient appointments.

Have reliable sources of transportation.

COVID-19 vaccination requirement

Zócalo Health requires all members of the care team to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

Qualifications and Experience: Desirable

Knowledgeable of Latino customs and cultural norms.

Familiarity with Google workspace.

Past experience documenting in an EHR.

Training in motivational interviewing.

Well-known in and have strong ties to the local Latino community.

Well versed in local resources to support SDOH needs.

Benefits/Other Information

Benefits

Ground floor opportunity; shape the direction of a fast-growing, high impact healthcare company.

Comprehensive benefits (medical/dental/vision).

Assistance and training provided for you to obtain a Community Health Worker certification

Work from home stipend

Mileage reimbursement

Competitive compensation (base salary and equity).

Generous PTO policy including 10 paid holidays.

HR Information/Disclosure

At Zócalo Health Inc., we see diversity and inclusion as a source of strength in transforming healthcare. We believe building trust and innovation are best achieved through diverse perspectives. To us, acceptance and respect are rooted in an understanding that people do not experience things in the same way, including our healthcare system. Individuals seeking employment at Zócalo Health are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Those seeking employment at Zócalo Health are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Patient demographics:

• Adults
• Children
• Older adults

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Ability to Relocate:

• Merced, CA: Relocate before starting work (Required)

Work Location: In person