Outreach Specialist / Care Coordinator - Cleveland, Ohio

Outreach Specialist / Care Coordinator - Cleveland, Ohio

Waymark is a mission-driven team of healthcare providers, technologists, and builders working to transform care for people with Medicaid benefits. We partner with communities to deliver technology-enabled, human-centered support that helps patients stay healthy and thrive. We're designing tools and systems that bring care directly to those who need it most—removing barriers and reimagining what's possible in Medicaid healthcare delivery.

Our Values

• Bold Builders : We tackle the toughest challenges in care delivery by harnessing the power of community and technology.
• Humble Learners : We seek feedback, embrace diverse perspectives, and welcome challenges to our assumptions.
• Experiment to Improve : We use data to inform decisions and continuously assess our performance.
• Focused Urgency : Our mission drives us to act swiftly and relentlessly in pursuit of meaningful results.

If this resonates with you, we invite you to bring your creativity, energy, and curiosity to Waymark.

About this role

As an Outreach Specialist/Care Coordinator in the region, you will be Waymark's frontline presence in and alongside healthcare facilities, often our first point of contact with our patients, and a key member of a startup team helping to shape and refine our workflows and build strong relationships with primary care physician partners. You will work to improve the health of patients from low-income communities by fostering trust and connecting them with various providers and resources. You will be part of a care team that is multidisciplinary and includes Licensed Clinical Social Workers, Pharmacists, and Community Health Workers.

Key Responsibilities

• Initiate outreach to new patients and facilitate connections to healthcare resources and support referrals to care team members telephonically, via SMS, via video, or in-person.
• Foster trust and improve patient engagement rates through effective, empathetic, and credible patient communication.
• Collect, review and analyze patient data from Electronic Health Records (EHRs) or other data sources to assist monitoring and prioritization of patient care and to improve utilization of preventative care.
• Communicate with primary care providers through multiple avenues (potentially including EHR messaging and in-person meetings with providers to review patient updates).
• Serve as a primary day-to-day contact, and build trusted, collaborative relationships with healthcare facility providers.
• Participate in weekly Waymark care team huddles and partner with the full care team (Pharmacists, Licensed Clinical Social Workers, and Community Health Workers) to support coordinated patient care.
• Accurately document each patient encounter in detail.
• Collaborate with the Waymark support team to test and refine internal workflows and co-design more efficient processes for supporting patient care.
• This is a hybrid role, involving remote work from home as well as working within healthcare provider facilities, as needed.

Minimum Qualifications

• Excellent verbal and written communication skills.
• Comfort tailoring communication to credibly and concisely communicate with primary care physicians and to communicate with patients in an empathetic and accessible manner.
• Highly organized and self-motivated to work independently and manage schedules efficiently.
• Customer service and/or sales experience.
• Experience with Electronic Health Records.
• Experience in a healthcare delivery setting, preferably communicating with medical providers.
• Passion for working with diverse communities in an empathetic, inclusive, and professional manner.
• Friendly, energetic, and enthusiastic personality with a client service orientation.
• Comfort navigating a variety of technology platforms including Google Workspace.
• Reside in Greater Cleveland, and have regular access to a car to facilitate travel within the region.

Preferred Qualifications

• Experience in care coordination, patient outreach, call center or working in an outpatient clinic or doctor's office.
• Multilingual capabilities.
• Knowledge of managed care / health insurance.
• Knowledge of Cleveland, Akron, Canton communities and Medicaid populations.

Hiring Range

$22.38/hr - $25.42/hr

In addition to salary, we offer a comprehensive benefits package. Here's what you can expect:

Stock Options: Opportunity to invest in the company's growth.

Work-from-Home Stipend: A dedicated stipend for your first year to help set up your home office.

Incentive Program: Receive additional compensation through performance-based incentives that align with organizational goals and enhance patient outcomes.

Medical, Vision, and Dental Coverage: Comprehensive plans to keep you and your family healthy.

Life Insurance: Basic life insurance to give you peace of mind.

Paid Time Off: 20 vacation days, accrued over the year, plus 11 paid holidays.

Parental Leave: 16 weeks of paid leave for birthing parents after six months of employment, and 8 weeks of bonding leave for non-birthing parents.

Retirement Savings: Access to a 401(k) plan with a company contribution, subject to a vesting schedule.

Commuter Benefits: Convenient options to support your commute needs.

Professional Development Stipend: A dedicated stipend supports professional development and growth.

Offer of employment is contingent upon successful completion of a background check. Employment history and advance degree verification (when applicable) are included as part of the standard background check process.

Don't check off every box in the requirements listed above? Please apply anyway! Studies have shown that some of us may be less likely to apply to jobs unless we meet every single qualification. Waymark is dedicated to building a supportive, equal opportunity, and accessible workplace that fosters a sense of belonging – so if you're excited about this role but your past experience doesn't align perfectly with every preferred qualification in the job description, we encourage you to still consider submitting an application. You may be just the right candidate for this role or another one of our openings!