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About The Position

Requirements

• High school diploma or equivalent.
• At least 2 years of experience in case management, social work, care coordination, call center operations, community outreach, or a related patient-facing healthcare or social services role.
• Lived experience or significant experience working with underserved populations.
• Familiarity with community resources, public health programs, and social services in the area.
• Working knowledge of basic health assessment concepts, including health history, common chronic conditions, and medication basics, sufficient to conduct a structured health intake.
• Familiarity with social determinants of health and community resource navigation, including housing, benefits, behavioral health, and substance use services.
• Strong interpersonal and communication skills, including the ability to handle complex situations effectively.
• Strong phone-based communication skills, including the ability to build rapport, de-escalate, and gather sensitive information with empathy and professionalism.
• Comfort working in a high-volume, metrics-driven phone environment.
• Comfort working with individuals experiencing homelessness, trauma, mental illness, and/or substance use disorders.
• Excellent documentation skills and comfort working in an EHR or care management system.
• Passion for community health, patient support, and improving access to healthcare services.
• Ability to sit and/or stand for prolonged periods.
• Ability to communicate with others to exchange information.
• Ability to use and/or type on a laptop or keyboard.
• Ability to wear a headset and speak by phone for extended periods.

Nice To Haves

• Associate or bachelor's degree.
• EMT, CPXP, patient experience, or similar health systems or clinical support credential.
• Bilingual in Spanish or another language common in the service area.
• Prior experience with Street Medicine, homeless health services, ECM, or similar safety-net settings.
• Prior call center, contact center, or telephonic care management experience in a healthcare setting.
• Experience with motivational interviewing or trauma-informed care approaches.
• Direct outreach experience in encampments, shelters, drop-in centers, or other community settings.

Responsibilities

• Conduct telephonic intakes for Street Medicine patients experiencing homelessness and pre-visit assessments for Scope patients.
• Serve as a first point of contact by phone and, as needed, in encampments, shelters, and other community settings.
• Gather health and social histories and conduct standardized health, psychosocial, and risk/needs assessments.
• Screen for medical, behavioral health, housing, substance use, and social determinant needs, and connect patients to appropriate care and community resources.
• Recognize urgent clinical needs and promptly escalate them to clinical staff.
• Build rapport, de-escalate when needed, and gather sensitive information using an empathetic, professional, trauma-informed, and non-judgmental approach.
• Conduct warm hand-offs and follow-up outreach to keep patients connected with the care team.
• Handle inbound and outbound queues in a high-volume, call center–style environment.
• Meet productivity, response-time, and quality standards while following call scripts, workflows, and escalation protocols.
• Log every contact attempt and outcome in telephony and call management systems, including soft phone platforms and disposition coding.
• Participate in call monitoring, quality assurance reviews, and coaching.
• Work with community health workers to connect patients with community resources as needed.
• Follow up with providers on escalated calls when needed to confirm connections and protocol adherence.
• Collaborate with street medicine providers, medical assistants, and case managers.
• Maintain accurate, real-time, HIPAA-compliant documentation in the EHR.
• Track outcomes and follow-up status on program dashboards to support reporting and quality improvement.
• Perform other assigned duties, including administrative tasks supporting care coordination and team operations.

Benefits

• Stock-options package
• Medical, dental, and vision health benefits
• 401K
• Long-term disability
• Unlimited PTO
• Life insurance
• Paid Leave Program