Lead, Outreach Specialist

Job Description:

The Engagement Outreach Lead plays a vital role in driving remote teams to meet operations related metrics which support clinical outcomes. The role is responsible for member scheduling and member outreach functions. These include managing appointment schedules for members, ensuring efficient utilization of resources, and providing excellent customer service to patients while boosting activation rates. This position requires effective communication and organization skills to support leaders in implementing outreach strategies.

Responsibilities:

• Supervise a team of outreach specialists

• Collaborate with the Community Health Partner (CHP) Leads on outreach and engagement initiatives involving CHPs

• Manage and track all aspects of outreach activity, including outreach performed by other care team members, to insure best practices are followed and performance goals are met

• Develop and iterate on best practices for engaging ‘difficult to reach’ members

• Utilize data obtained from outreach activity in Commons, including success rate by time of day, geographic area, and other variables, to optimize our outreach strategy

• Provide training to new hires, as well as ongoing in-services to all team members including daily planning and logistics, as well as documentation in Commons

• Accompany other team members on outreach visits to provide in-person support and guidance

• Perform outreach for your own panel of members:

• Assign newly consented members to Community Health Partners based on geography.

• Audit geographical member panel distribution in partnership with Innovation & Execution Team 

• Build member distribution and redistribution workflows. Manage distribution and redistribution of member panels among Community Health Partners considering acuity, panel size and geography. 

• Enable faster empanelment of new cohorts by coordinating daily with Community Health Partner Leads to manually distribute outreach panels. 

• Assess and fill tooling gaps in partnership with the Innovation & Execution team (created Looker dashboard to distribute members via zipcode). 

Outreach Strategy

• Create and iterate on workflows for engaging members, unscheduled visits, do-not-call list.

• Develop strategies to move members from not interested to interested. 

• Align on dashboards for outreach 

• Organize, manage, and report on Hub based outreach pumps and activities. Partners with Director Training & Development to implement outreach in Waterbury. 

• Partner with the Innovation & Execution team to develop new outreach strategies. Responsible for launching newly implemented outreach strategies across the hub.  

• Collaborate with the Community Health Partner Leads on outreach and engagement initiatives.  

• Build outreach specific Looker Dashboards to track all aspects of outreach throughout the care team to ensure best practices are followed and performance goals are met.

• Optimize Cityblock outreach strategy by utilizing data obtained from tracked outreach activity in Commons. Considering outcomes and success rate by time of day, geographic area, and other variables. 

• Develop and iterate on the strategy for engaging, “difficult to reach” members. Including,  recommended number and type of contact attempts, and strategy for home visits, 

• Managing/Leading Outreach Specialist Team  

• Ensure that relevant baseline assessment portions including Advance Care Planning is initiated by OS Team in Commons for members 

• Manage outreach team and promote accountability and motivation towards reaching outreach goals

Work Experience:

• 3+ years of customer service or sales experience

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: 

$75,000 - $90,000

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.

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