Outreach Specialist

Wellbe Senior Medical•Cincinnati, OH

3d•$20 - $24•Remote

About The Position

The Outreach Specialist supports the WellBe team’s efforts in acquiring new patients, accurately providing the value of WellBe’s services, assisting with confirmation calls, rescheduling member appointments, and helping our patients to lead a more meaningful life through WellBe’s host of services. This unique role provides the opportunity to directly contribute to WellBe’s growth as well as improve our ability to help people receive WellBe’s life-changing care. We need you to be an expert at communicating and building relationships over the telephone, both inbound and outbound calls, in order to engage, schedule and support patients requests as it relates to the WellBe in-home visit model. A normal ‘day in the life’ consists of conducting outbound calls, receiving inbound calls to and from prospective patients to schedule a variety in-home annual and comprehensive wellness visits as well as confirmation call reminders and assisting patients with potential rescheduled and cancelation visits. The Outreach Specialist will connect with potential new patients and existing patients to provide answers to their questions, and support the in-home care team with the information needed to engage patients in their health. The Outreach Specialist is truly the first point of contact for a patient and will be responsible for introducing the patient to WellBe and all the great benefits they qualify for. Engagement is the starting point for WellBe to support people who are in need, and this role is a critical part of our commitment to our patients. By joining WellBe, you will be able to make an immediate difference in the lives of many people.

Requirements

Great interpersonal skills
Excellent verbal and written communication skills, with good command of the English language
Ability to listen effectively, navigate tough conversations, handle objections gracefully, and understand and address the needs of patients
Passion for helping people
Demonstrated ability in explaining a service or program and ability to overcome objections to participation
Comfortable speaking with Medicare beneficiaries by phone
Able to speak clearly and unencumbered on the phone
Dynamic and engaging on the phone and demonstrate superb active listening skills
Excellent data-entry skills
Proven ability to navigate multiple computer screens while conducting a customer call
Basic skills in Google Workspace, Excel, or equivalent applications
Familiar with call center software applications
Demonstrated ability to organize, take initiative and follow-up with little to no supervision
Proven time management, multi-tasking, prioritization and follow-up skills in a rapidly changing environment
Ability to think independently and make decisions, while adhering to company standards and guidelines
Ability to work independently while being a productive member of the team
Ability to work in a fast-paced dynamic growth environment
Must be able to work assigned schedules and remain flexible to schedule changes
Must be open to potentially working after scheduled hours to perform duties as listed above to support the WellBe model
High School diploma or GED equivalent
At least three (3) years of outbound call center and/or customer service experience, with preference for candidates who have experience in healthcare or two (2) years of experience in sales, including appointment setting.
Strong communication skills with the ability to speak clearly, actively listen, and effectively convey information to members.
A genuine commitment to delivering excellent customer service and efficiently resolving member inquiries.
Ability to work independently and make sound decisions while adhering to department and company guidelines, maintaining productivity.
Quick problem-solving abilities to assess and address member inquiries, objections, or concerns promptly.
Capacity to stay calm under pressure, especially when managing upset or frustrated members, while demonstrating empathy and support.
Strong multitasking skills, including navigating multiple computer systems and screens while engaging with members.
Excellent organizational skills to handle varied tasks efficiently.
Proficiency with call center software and related technologies to manage calls, document member interactions, and input data accurately.
Data entry skills for accurate input of member information.
Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook).
Willingness to adapt to a flexible work schedule during business hours.

Nice To Haves

Experience assisting patients in navigating the complex health system is a plus
Medicare experience preferred
Some college or Associate's Degree Preferred

Responsibilities

Acquiring new patients
Accurately providing the value of WellBe’s services
Assisting with confirmation calls
Rescheduling member appointments
Conducting outbound calls
Receiving inbound calls to and from prospective patients to schedule a variety in-home annual and comprehensive wellness visits
Providing confirmation call reminders
Assisting patients with potential rescheduled and cancelation visits
Connecting with potential new patients and existing patients to provide answers to their questions
Supporting the in-home care team with the information needed to engage patients in their health
Introducing the patient to WellBe and all the great benefits they qualify for