Outreach Support Specialist

Giving Home Health Care•Las Vegas, NV

About The Position

Giving Home Health Care has been supporting individuals impacted by health conditions related to their work in nuclear facilities for the Department of Energy since 2012. With a focus on personalized, in-home care, they are committed to assisting those who have dedicated their careers to these vital roles. As a fast-growing, leading provider, they serve patients across Arizona, Colorado, Kentucky, Missouri, Nevada, New Mexico, Tennessee, Texas, and Utah. The Outreach Support Specialist plays a vital role in supporting Outreach Coordinators (OCs) by handling a high volume of outbound and inbound calls to ensure timely engagement with leads. This team member assists with patient intake processes, screens patients for eligibility & clinical urgency and facilitates clear communication throughout the claims process. They are also responsible for maintaining accurate and up-to-date documentation in their CRM tool, Salesforce. By efficiently managing a fast-paced workflow, the Outreach Support Specialist helps maximize intake conversion, enhance patient engagement, and drive overall operational efficiency.

Requirements

High school diploma or equivalent required
Experience in high-volume customer service, call center operations, or sales is preferred.
Exceptional verbal and written communication skills.
Proven ability to stay organized, manage multiple priorities, and meet deadlines in a fast-paced environment.
Meticulous attention to detail with strong focus on maintaining accurate and thorough records.
Proficient in Salesforce (or similar CRM) and Microsoft Office Suite.
Self-motivated and capable of working independently while effectively collaborating with a team.
Commitment to a patient-first approach, demonstrating empathy, professionalism, and respect in all interactions.

Nice To Haves

Associate’s or Bachelor’s degree in healthcare, marketing, communications, or a related field preferred.

Responsibilities

Contact all new leads within 24 hours of receipt to schedule intake appointments.
Confirm intake appointments with patients the day prior to their scheduled time.
Follow up persistently if initial contact attempts are unsuccessful (per established outreach guidelines).
Process referrals from all sources, including potential patients, current patients, call-ins, contact cards, and Authorized Representative referrals.
Ensure any documentation or contact information received prior to intake is accurately uploaded into Salesforce and confirm or upload all necessary paperwork following the intake process.
Evaluate patients based on program criteria and level of need.
Qualify leads to determine their current status: White card holders, Transfer patients, Non-card holders, RECA.
Assess and document the level of patient acuity.
Communicate qualification findings clearly to Outreach Coordinators for prioritization.
Handle incoming and outgoing calls to support lead generation efforts, communicate timely updates, and ensure a positive and supportive patient experience through excellent communication and customer service.
Assist with Outreach event RSVP calls, manage invite list, and mail invitations to existing pipeline.
Accurately and promptly document all patient interactions, intake schedules, triage information, demographics, claim information and updates in Salesforce.
Ensure all patient documentation and notes are complete to support claims development and Home Health Care (HHC) transitions.
Proactively support Outreach Coordinators in converting leads to scheduled intakes and eventual HHC patients. Support may include follow-up calls, and data entry.
Communicate patient hesitations, barriers, or concerns promptly to the OC for resolution.
Partner closely with Outreach Coordinators, Regional Outreach Directors, and Director of Marketing to optimize the patient intake pipeline.
Participate in team huddles and strategy meetings to share insights and suggestions for continuous improvement.