Outreach Specialist, Telephonic

Job Description:

About the Role

As a Telephonic Outreach Specialist, you are responsible for virtually connecting with members who are eligible for Cityblock services, and engaging with them around their needs.  This initial series of conversations with members begin the intake process, and are the stepping-off point from which a member is connected to a Community Health Partner to develop a long-term relationship.  Until this connection is fully made, you are the member’s point person, available and accessible to assist with whatever may be needed, to troubleshoot, to educate, and to be a listening ear.  You work alongside, and are supported by, each member’s care team.

Responsibilities 

• Providing telephonic/virtual outreach and engagement services for each eligible member.

• Leveraging available data from Commons to learn more about potential members and inform your outreach processes. 

• Reviewing pre-populated demographic information and documenting accurate information and emergency contacts within Commons.

• Collecting verbal and written consent for eligible members.

• Initiating the intake process and handoff to the care team. 

• Engaging and fostering trust quickly with members, acting as the face of Cityblock and the key point-of-contact to assist members prior to full enrollment.

• Communicating urgent needs and other pertinent information to care teams.

• Going above and beyond to connect with patients and their partners in a non-judgmental, respectful and empathic manner, to meet their needs, and to provide feedback to the system as a whole as we strive to do better every day. 

• Working daily within Commons to collect data, organize information, track tasks, monitor performance, and communicate with care team, members, and family members. 

• Providing feedback to the product development team, and, over time, becoming part of a super-user group to assist in onboarding and supporting others.

Requirements for the Role 

• Minimum Length of Experience Required: 1 Year

• License Required: Driver's License

• Knowledge of operations, understanding of change management, ability to adapt

• Demonstrated ability to conduct secondary research

• Proficiency in tech platforms, Google, EHR systems

• Can foster trust quickly over the phone

• Demonstrated strong Engagement Skills 

• Comfortable providing telephonic, written, and digital outreach.

• Strong customer service mindset and a passion for Cityblock's mission and members.

• Demonstrated awareness to find out more about members and provide a better service.

• Ability to communicate information and ideas clearly and articulately both in oral and written form. 

• Demonstrated use of appropriate language, style and methods depending on the audience and the purpose of communication.

• Able to convey complex information clearly.

• Anticipate the information that others will need.

We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance, life insurance, retirement benefits, participation in the company’s equity program, paid time off, including vacation and sick leave. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. The expected salary range for this position is: 

Cityblock values diversity as a core tenet of the work we do and the populations we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

Covid 19 Update - Please Read:

Cityblock requires those hired into this position to provide proof that they have received the COVID-19 vaccine.  Any individuals subject to this requirement may submit for consideration a request to be exempted from the requirement (based on a valid religious or medical reason) on forms to be provided by Cityblock.  Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption.  Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed. This vaccination requirement is based, in part, on recently established government requirements.  The requirement is also based on the safety and effectiveness of the vaccine in protecting against COVID-19, and our shared responsibility for the health and safety of members, colleagues, and community.

The COVID-19 pandemic has severely impacted the health and lives of people around the world, including the vulnerable populations Cityblock serves. As a healthcare provider, Cityblock holds ourselves to the highest standards when promoting the health and safety of those who we serve. Given that the COVID-19 vaccines are one of the most powerful tools to fight this disease and save lives, Cityblock is implementing a COVID-19 booster mandate for Washington, D.C. employees under the guidance of local/state mandates.

Medical Clearance (for Member-Facing Roles):

You must complete Cityblock’s medical clearance requirements, which include, but may not be limited to, evidence of immunity to MMR, Hepatitis B, Varicella, and a TB screen, or have an approved medical or religious accommodation that precludes you from being vaccinated against these diseases.

We do not accept unsolicited resumes from outside recruiters/placement agencies. Cityblock will not pay fees associated with resumes presented through unsolicited means.