[Hiring] Outreach Specialist @Aledade PBC

Role Description

The CACP Outreach Specialist is the first step in the patient journey and supports the Comprehensive Advance Care Planning (CACP) program through high-volume inbound and outbound outreach. The role primarily manages outbound scheduling and inbound inquiries; educates patients about CACP; addresses reluctance with empathy and professionalism; and schedules facilitation appointments. The specialist follows approved scripts, workflows, SOPs, job aids, privacy requirements, and quality standards while balancing patient-centered service with daily performance expectations. We are flexible with respect to geographic location, and the ideal candidate will be comfortable working remotely/work from home across US time zones.

Primary Duties

• Conduct high-volume outbound calls to educate patients on Advance Care Planning (ACP) and successfully schedule appointments with Facilitators.
• Respond to inbound patient inquiries, resolve concerns, and manage referrals, worklists, and follow-ups.
• Manage digital patient communications (email and SMS) through multichannel systems to maintain engagement.
• Adhere to approved scripts, standard operating procedures (SOPs), and workflows; achieve and maintain key performance metrics.
• Address patient concerns and overcome objections with empathy, active listening, and professionalism.
• Maintain HIPAA compliance and privacy standards while balancing patient-centered service with operational efficiency.

Individual Responsibilities

• Actively participate in team meetings, 1:1’s, coaching sessions, team communications, and required training assignments.
• Other duties as assigned.

Qualifications

• High School Diploma.
• At least 1 year of telephonic outreach, customer service, or tele-sales experience in a call center environment.
• Ability to comfortably navigate and adapt to telephony platforms, web applications, and CRM software.
• Strong active listening and verbal communication skills with an empathetic approach to managing patient calls.
• Ability to effectively manage repetitive patient conversations and/or patient objections.
• Strong written documentation skills with high attention to detail.
• Regular and predictable attendance.
• Ability 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).

Preferred Qualifications

• Prior experience in healthcare, patient education, or remote call-center environments.
• Familiarity with advance care planning or end-of-life care discussions.
• Bilingual proficiency in English and Spanish.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.

Benefits

• $24.52 - $24.52 an hour.
• The wage for this position is: $24.52 USD per hour.
• This range represents the expected base pay for the role across all U.S. locations, based on market data and internal benchmarking.
• Aledade offers a competitive total rewards package, which includes a company bonus, equity, 401k match, healthcare coverage and a broad range of other benefits.
• A full review of our total rewards package will be discussed at the offer stage with the selected candidate.