Community Outreach Specialist

Reema Health•Minneapolis, MN

3h•Onsite

About The Position

At Reema Health, we believe that a personalized, community-based approach to care makes it easier for anyone to access the things they need to make their lives better. We know that life’s challenges often exist because the systems built to help are a burden to navigate. We believe building a relationship with a real person — someone who listens, meets members where they are, and understands the community’s resources — can ease those burdens and effectively connect members to health care. Reema believes that using technology to support human connection and engagement can be a lifeline for those most struggling to navigate life’s challenges. Our mission-driven and member-focused company is seeking an experienced and self-motivated Community Guide who has worked with individuals living with serious mental illness and substance use disorder, and understands the unique needs of this community. In this role, the Community Guide will be working with the multidisciplinary care team to plan and coordinate services for members. The Outreach Specialist is the first voice a member hears from Reema Health. This telephonic role is responsible for the critical first phase of the member journey: reaching out to eligible members, introducing them to Reema's care model, building initial trust, and completing a warm handoff to a Community Guide for ongoing support. Based out of our Minneapolis, MN office, this role serves members across the United States entirely over the phone. This role is well-suited for individuals with a background in business development, sales, or customer engagement who are energized by making connections and motivated by a mission that matters. You thrive in a fast-paced, goal-oriented environment, can build rapport quickly over the phone, and understand how to communicate with empathy and clarity. You are resilient and able to maintain your energy through the unanswered calls or rude responses along the way. You are energized by connecting with people and making a strong first impression. You believe that everyone deserves access to care, and approach every call with that conviction.

Requirements

2 or more years of experience in business development, sales, customer engagement, or a related outreach-focused role.
Demonstrated ability to build rapport and communicate persuasively and empathetically over the phone.
Strong goal orientation with a track record of meeting or exceeding outreach, enrollment, or sales targets.
Excellent verbal and written communication skills; ability to convey information clearly and adapt style to the audience.
Strong critical thinking, time management, and organizational skills with the ability to manage a high-volume pipeline.
Comfort working in an ambiguous, fast-paced startup environment with a positive, solution-oriented attitude.
Demonstrated proficiency working with technology, including basic knowledge of all related computer and software applications such as Microsoft Word, Outlook and Excel, and Video Conferencing required; G-Suite preferred
Opportunity to work shifts that include later hours (e.g., 11am–7pm CT) to support member outreach to West Coast time zones.
18 years of age or older
Offers are contingent upon passing a pre-employment drug screening and background check
Comply with federal, state and local regulations regarding patient confidentiality HIPAA
Use technology-based tools and systems daily

Nice To Haves

Experience working in healthcare with complex care needs or communicating with diverse populations.

Responsibilities

Conduct high-volume telephonic outreach to eligible members across the United States to introduce them to Reema Health's care model and services.
Build rapport quickly and authentically over the phone, meeting members with empathy and a non-judgmental approach.
Educate members on the value of Reema Health services and answer questions to drive enrollment and engagement.
Collect verbal and written consent from eligible members and complete enrollment documentation accurately.
Maintain consistent daily outreach activity, meeting or exceeding call volume, connection, and enrollment targets.
Adapt outreach strategies and messaging based on member demographics, communication preferences, and engagement barriers.
Execute a warm, thorough handoff to an assigned Community Guide once a member is engaged and enrolled.
Communicate pertinent member information, expressed needs, and any urgent concerns to the care team as part of the handoff.
Collaborate with Community Guides and clinical staff to ensure newly enrolled members experience a seamless transition into ongoing care.
Utilize Reema's technology platform daily to document all member interactions, track outreach activities, and manage your outreach pipeline.
Review pre-populated member demographic information and ensure records are accurate and up to date.
Understand and comply with confidentiality requirements for protected health information and HIPAA.
Work independently and collaboratively in a fast-paced startup environment. See frequent change as an opportunity rather than a barrier.
Bring dignity and respect to all interactions with diverse members.
Partner with Reemates across the multidisciplinary team to share perspective, support colleagues, and contribute to a strong team culture.
Job responsibilities to grow and change as business necessitates.