Outreach Specialist - Bilingual, Cantonese or Mandarin

Cityblock Health

20d•$20 - $26

About The Position

About the Role: As an Outreach Specialist, you are responsible for virtually connecting with members who are eligible for Cityblock services, and engaging with them around their needs. This initial series of conversations with members begin the intake process, and are the stepping-off point from which a member is connected to a Community Health Partner to develop a long-term relationship. Until this connection is fully made, you are the member’s point person, available and accessible to assist with whatever may be needed, to troubleshoot, to educate, and to be a listening ear. You work alongside, and are supported by, each member’s care team.

Requirements

Ability to speak Cantonese or Vietnamese
1 year of experience
Driver’s License Required
Knowledge of operations, understanding of change management, ability to adapt
Demonstrated ability to conduct secondary research
Proficiency in tech platforms, Google, EHR systems
Can foster trust quickly over the phone
Demonstrated strong Engagement Skills
Comfortable providing telephonic, written, and digital outreach
Strong customer service mindset and a passion for Cityblock's mission and members
Demonstrated awareness to find out more about members and provide a better service.
Ability to communicate information and ideas clearly and articulately both in oral and written form.
Demonstrated use of appropriate language, style and methods depending on the audience and the purpose of communication.
Able to convey complex information clearly.

Responsibilities

Providing telephonic/virtual outreach and engagement services for each eligible member.
Leveraging available data from Commons to learn more about potential members and inform your outreach processes.
Reviewing pre-populated demographic information and documenting accurate information and emergency contacts within Commons.
Collecting verbal and written consent for eligible members.
Initiating the intake process and handoff to the care team.
Engaging and fostering trust quickly with members, acting as the face of Cityblock and the key point-of-contact to assist members prior to full enrollment.
Communicating urgent needs and other pertinent information to care teams.
Going above and beyond to connect with patients and their partners in a non-judgmental, respectful and empathic manner, to meet their needs, and to provide feedback to the system as a whole as we strive to do better every day.
Working daily within Commons to collect data, organize information, track tasks, monitor performance, and communicate with care team, members, and family members.
Providing feedback to the product development team, and, over time, becoming part of a super-user group to assist in onboarding and supporting others