Outreach Representative

Boca Recovery Center•Springfield, MA

7h•Onsite

About The Position

The Outreach Representative serves a critical role in connecting the Outreach Department, Call Center, and Admissions teams to streamline referral management, stepdown planning, and aftercare coordination. This individual ensures the efficient handling of both inbound and outbound referrals while supporting client outcomes and maintaining strong external partnerships. This role is ideal for a results-driven professional with experience in business development, partnership management, or admissions within behavioral healthcare.

Requirements

High School Diploma or GED required; Associate's Degree preferred. Professional experience may substitute for formal education.
Background in business development, outreach, admissions, or referral management in behavioral healthcare.
Strong understanding of addiction treatment and the full continuum of care.
Hands-on experience with Salesforce or other CRMs for tracking and documentation.
Knowledge of addiction, treatment protocols, and industry referral networks.
Excellent communication and interpersonal skills.
Highly organized with a proactive and problem-solving mindset.
Proficient in Microsoft Office and EMR systems.

Nice To Haves

Associate's Degree preferred.

Responsibilities

Oversee the proper handling of inbound referrals by the Call Center, including after-hours coverage when needed.
Ensure compliance with intake protocols by working closely with the Director and Assistant Director of Admissions.
Engage directly with referred clients when necessary to support their entry into treatment.
Collaborate with Outreach Directors and the Call Center to manage outbound referrals when Boca Recovery Center cannot admit a patient (e.g., insurance or capacity limitations).
Act as liaison for referred patients and external partners to ensure appropriate placements.
Track and manage patient stepdowns from detox and residential programs to lower levels of care.
Coordinate with facility teams to ensure timely transitions and documentation in Salesforce.
Generate reports in Salesforce on referral activity and performance trends.
Maintain high standards of data integrity (within 2% margin of error).
Deliver timely updates to Outreach and Strategic Development leadership.
Identify trends, address pipeline issues, and collaborate cross-functionally to resolve bottlenecks.
Keep leadership informed of partner health, process gaps, and referral outcomes.