Job Description

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It’s no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Community Outreach Specialist (COS) plays a critical role in establishing Upward Health’s presence in the community and reaching potential patients. As the first point of contact for individuals seeking our services, the COS is responsible for educating patients about Upward Health’s offerings, engaging them in meaningful conversations, and facilitating their enrollment into our programs. The COS manages a personal caseload, primarily utilizing phone outreach, but also employing in-person visits and other community-based strategies as needed. This role is essential in ensuring that patients understand the full range of services available to them and helps them take the first steps toward improving their health. The COS reports to the Outreach Manager and works closely with other team members to ensure the overall success of patient outreach and engagement efforts.

Skills Required:

• Strong verbal communication and persuasive abilities
• Excellent interpersonal skills with the ability to build trust and rapport quickly
• Strong organizational and multitasking skills to manage a personal caseload efficiently
• Self-motivated with the ability to work independently and meet outreach goals
• Comfortable with fast-paced environments and adapting outreach methods to various situations
• Proficient in using computer systems for documentation, communication, and managing outreach activities
• Flexible and adaptable to a variety of outreach methods, including phone, in-person meetings, and mailings
• Fluent in English; Spanish proficiency is a plus

Key Behaviors:

Engagement: 

• Proactively builds relationships with potential patients, ensuring they feel informed and supported throughout their journey with Upward Health.

Resilience: 

• Demonstrates the ability to overcome objections and challenges, staying motivated to engage patients even in difficult situations.

Adaptability: 

• Flexibly adjusts outreach strategies based on the needs and preferences of patients, ensuring effective communication at all times.

Team Collaboration: 

• Works well within a team, sharing knowledge, providing support, and contributing to the collective goals of the outreach program.

Efficiency: 

• Effectively manages time to meet outreach goals, balancing a caseload and ensuring timely follow-ups with patients.

Compassion: 

• Approaches patient interactions with empathy, ensuring each patient feels heard and understood.

Cultural Competency: 

• Demonstrates respect for diverse backgrounds and works effectively with individuals from various cultural and socioeconomic backgrounds.

Competencies:

Communication: 

• Ability to clearly and persuasively communicate Upward Health’s services and benefits to potential patients, making complex information easy to understand.

Patient Engagement: 

• Skilled in enrolling patients into Upward Health’s programs and ensuring they have a smooth onboarding experience.

Customer-Centric: 

• Always focused on the needs of the patient, ensuring excellent service throughout the outreach process and helping patients access the right services.

Problem Solving: 

• Capable of addressing patient concerns or objections during outreach efforts, ensuring positive outcomes and maintaining trust.

Time Management: 

• Demonstrates excellent time management by balancing outreach activities, managing caseloads, and meeting set goals within a fast-paced environment.

Data Management: 

• Attention to detail when documenting patient information, ensuring accuracy and timely updates in the company’s systems.

Community Knowledge:

• Familiarity with local resources and the ability to connect patients to additional community-based services that may be beneficial to their care.

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.

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