Outreach Specialist, CACP

This is a fully remote position, open to applicants in United States.

📋 Description

• Make a high volume of outbound calls to inform patients about Advance Care Planning (ACP) and efficiently schedule appointments with Facilitators.

• Address incoming patient inquiries, resolve issues, and handle referrals, worklists, and follow-ups.

• Oversee digital patient communications (email and SMS) across multiple channels to ensure continuous engagement.

• Follow approved scripts, standard operating procedures (SOPs), and established workflows.

• Meet and sustain key performance indicators.

• Respond to patient concerns and objections with empathy, attentive listening, and professionalism.

• Uphold HIPAA compliance and privacy standards while balancing patient-centered service with operational efficiency.

• Actively engage in team meetings, one-on-ones, coaching sessions, team communications, and mandatory training assignments.

• Carry out additional duties as assigned.

⛳️ Requirements

• High School Diploma.

• Minimum of 1 year of experience in telephonic outreach, customer service, or tele-sales within a call center setting.

• Proficient in navigating and adapting to telephony platforms, web applications, and CRM software.

• Excellent active listening and verbal communication skills, demonstrating an empathetic approach to managing patient calls.

• Capability to effectively handle repetitive patient conversations and objections.

• Strong written documentation abilities with meticulous attention to detail.

• Consistent and reliable attendance.

• Availability to work core operating hours (8 AM – 8 PM EST or local time zone).

• Access to a reliable high-speed internet connection (minimum 20 Mbps download, 20 Mbps upload, and ≤ 50 ms jitter).

• Previous experience in healthcare, patient education, or remote call-center settings.

• Familiarity with advance care planning or discussions regarding end-of-life care.

• Bilingual proficiency in English and Spanish is preferred.

🏝️ Benefits

• Flexible work schedules and the option to work remotely are available for many positions.

• Health, dental, and vision insurance coverage up to 80% for employees, dependents, and domestic partners.

• Comprehensive time-off plan (21 days of PTO in your first year).

• Two paid volunteer days and 11 paid holidays.

• 12 weeks of paid parental leave for all new parents.

• Six weeks of paid sabbatical after six years of service.

• Educational Assistant Program and Clinical Employee Reimbursement Program.

• 401(k) plan with up to 4% company match.

• Stock options.

• Company bonus.

• Equity.

• A wide array of additional benefits.