[Hiring] Member Outreach Specialist @Wayspring

Role Description

At Wayspring, we know that the first conversation can be the start of something life-changing—and as a Member Outreach Specialist, you’ll be the one to start it. In this role, you’ll connect telephonically with individuals who may benefit from our services, taking the time to listen, inform, and build trust during those important first moments. You’ll play a key part in helping people feel seen and supported, guiding them toward resources that can truly make a difference in their lives.

Working as part of a collaborative and supportive team, you’ll use your communication skills to meet people where they are and help them take the first step toward better health.

This full-time, remote role offers not just flexibility and great benefits, but also the chance to do work that feels meaningful every day. Company-provided tools like a computer and Zoom line make it easy to stay connected and focused on what matters most—people.

Responsibilities

• Conducts outreach calls to educate eligible members on Wayspring services available to them through their Medicaid health plan.
• Utilizes outreach queue list of potential Wayspring members and establishes initial contact and baseline relationships with Wayspring members.
• Educates potential Wayspring members on Wayspring service offerings through pre-enrollment and enrollment discussions.
• Builds rapport, using active listening techniques, open-ended conversations, and motivational interviewing to identify members’ needs, including substance use disorder, housing, medical and mental health needs.
• Collaborates internally with Wayspring’s Member Operations, Clinical Operations, and Market Operations teams to ensure a holistic approach and continued support for enrolled members.
• Secures verbal and written consent and obtains appropriate paperwork, primarily in electronic form, for services including clinic services and release of information forms from members.
• Completes and maintains documentation according to all company, federal and state guidelines.
• Conducts telephonic outreach to identified members as prioritized by Wayspring’s Care Management Platform, Pathways.
• Facilitates warm introduction and hand-off for newly enrolled members and Wayspring Central Engagement Specialists.
• Provides rotating after-hours and on-call support, as (1-2 weeks per year).
• Maintains performance accountability around member enrollment and achieves outreach and enrollment goals as an individual contributor.
• Adheres to Wayspring information security and privacy requirements.

Qualifications

• Minimum of two (2) years of experience in an outreach role, with preferred experience around telephonic outreach.
• Previous experience in a document management system, i.e.: Client Relationship Management System or Electronic Health Management System.
• Must be comfortable having difficult and direct conversations around substance use disorder.
• Proven track record of effective communication skills, both verbal and written.
• Exceptional verbal communication skills, and effective presentation skills.
• Ability to travel as business needs require for onsite training and company events, roughly 5% annually.

Benefits

• Comprehensive Medical, Dental and Vision Insurance options – including options for your pets!
• Company funded HSA + Monthly Gym Allowance.
• Paid parental leave – all parents included!
• Company paid short term disability, long term disability and life insurance.
• 401k with company match.
• Premium Employee Assistance Program, inclusive of counseling sessions.
• Pardon and Expungement Scholarship Program.
• Company Contributions to Future Minded Savings (HSA and Emergency savings fund).
• Generous PTO package (accrual policy based on years of service) and an additional 10 paid company holidays.
• Company 2 week paid sabbatical program!
• Provider Benefits include ASAM training and membership + $2,500 CEU annual stipend and more!