Health Outreach Specialist-Bilingual Spanish/English (Remote)

Primary Purpose of Position:  

Work within Member Services in PartnersACCESS Call Center and Member Engagement to be main health specialist providing navigation assistance, health education, eligibility assistance and outreach to members and providers. Additionally, the role requires outreach related to Population Health prevention and wellness initiatives, campaigns, and engagement. The Health Outreach Specialist will spend most of their work as part of the PartnersACCESS Call Center team answering calls and providing outreach calls. 

Role and Responsibilities:  

• Follow all trainings and SOPs within Member Services and Partners policies and procedures. 
• Maintain data of outreach events, activities, and contacts along with the people reached. 
• Work with call center, member engagement and population health teams on health related outreach and inbound calls. 
• Member navigation and outreach for health and prevention engagement.
• Outreach, coordinate, and conduct health initiative events in the community.  
• Ensure HIPAA confidentiality compliance in all scope of work.
• Plan and execute health outreach and education engagement and share internal processes with staff and other departments as necessary.
• Collaborate with Population Health, Care Management and other departments to address updates to processes and SOPs for all activities.
• Attend meetings pertaining to health topics such as prenatal care, diabetes management, etc.
• Actively participates in agency performance improvement initiatives and quality assurance activities
• Submits agency forms and documentation in a timely manner.
• Assist with EPSDT (Early and Periodic Screening Diagnostic Treatment) wellness visit reminders and management per NC Medicaid contract and NCQA standards as needed.
• Perform other duties as assigned to support Partners contractual requirement, Mission, Vision and Values.

Knowledge, Skills and Abilities: 

• Must live in North Carolina.
• Bilingual Spanish/English.
• Two years or more working in public health or “lived” experience. 
• Candidate must have a thorough understanding of healthcare, managed care, health disparities, chronic medical conditions, NC Managed Care Medicaid Transformation and whole health integrated care.
• Experience in health coaching and outreach. 
• Employee has a demonstrated care and commitment to the specialty disability populations we serve. 
• Must understand and utilize identity/person-first language and identity/person-first perspective.
• Possess exceptional interpersonal skills, highly effective communication ability, and the propensity to make prompt decisions and resolve issues. 
• Fast learner and ability to research independently.
• Demonstrate effective oral and written communication. 
• Establishing and maintaining favorable working relationships with members, families, stakeholders, public officials and Partners teams.
• Proactive customer service, problem solving and conflict resolution skills.
• Strong time and project management skills.
• Excellent computer skills; Proficiency with Word, Excel, PowerPoint, and skills and experience mastering new software and platforms. 
• Natural problem solver with a bias to action. 
• Experience with advocacy and empowerment of members.
• Is knowledgeable of and maintains HIPAA standards of privacy and confidentiality. 
• Knowledge of the laws governing the treatment of health, mental illness, traumatic brain injury, substance abuse and intellectual/developmental disabilities as well as the resources available in the community for treatment.
• Attention to detail.
• Ability to complete tasks independently, define problems, apply laws, policies and procedures to company activities and must use sound judgment in conducting screening, triage and referral. 
• Ability to use sound judgment when conducting outreach and be able to determine when it is necessary and appropriate to transfer a member to a licensed call center clinician.
• Ability to communicate effectively orally and in writing, have good keyboarding skills and be able to converse while entering data into the electronic medical record and evaluating the member’s need. 
• Ability to provide technical assistance to both members/recipients and providers or other stakeholders.

Education/Experience Required:

Bilingual Spanish and English required; Associate’s degree or higher in healthcare or related health field required.  

Minimum 2 years’ experience working with public healthcare and related services with families, special populations, and community stakeholders; OR an equivalent of (6) years of “lived experience”; OR a combination of the two; 2 years of experience may be substituted for every year of education required. 

Must reside in North Carolina.

Must have the ability to travel on rare occasions

Education/Experience Preferred:  

Registered Nurse, Licensed Practical Nurse, or Bachelor’s degree with at least two years of progressive experience in the field of public health, mental health, intellectual/developmental disabilities, traumatic brain injury or substance use disorder is preferred. 

Licensure/Certification Requirements:  As noted above.