Outreach Specialist, CACP

Conduct high-volume outbound calls to educate patients on Advance Care Planning (ACP) and successfully schedule appointments with Facilitators

Respond to inbound patient inquiries, resolve concerns, and manage referrals, worklists, and follow-ups

Manage digital patient communications (email and SMS) through multichannel systems to maintain engagement

Adhere to approved scripts, standard operating procedures (SOPs), and workflows; Achieve and maintain key performance metrics

Address patient concerns and overcome objections with empathy, active listening, and professionalism

Maintain HIPAA compliance and privacy standards while balancing patient-centered service with operational efficiency

Actively participate in team meetings, 1:1’s, coaching sessions, team communications, and required training assignments.

High School Diploma

At least 1 year of telephonic outreach, customer service, or tele-sales experience in a call center environment

Ability to comfortably navigate and adapt to telephony platforms, web applications, and CRM software

Strong active listening and verbal communication skills with an empathetic approach to managing patient calls

Ability to effectively manage repetitive patient conversations and/or patient objections

Strong written documentation skills with high attention to detail

Regular and predictable attendance

Ability to work core operating hours (8 AM – 8 PM EST or local time zone)

Access to a reliable high-speed internet connection (minimum 20 Mbps download, 20 Mbps upload, and ≤ 50 ms jitter)

Prior experience in healthcare, patient education, or remote call-center environments

Familiarity with advance care planning or end-of-life care discussions

Bilingual proficiency in English and Spanish