Outreach Support Specialist

Since 2012, Giving Home Health Care has been supporting individuals impacted by health conditions related to their work in nuclear facilities for the Department of Energy. With a focus on personalized, in-home care, we are committed to assisting those who have dedicated their careers to these vital roles. As a fast-growing, leading provider, we proudly serve patients across Arizona, Colorado, Kentucky, Missouri, Nevada, New Mexico, Tennessee, Texas, and Utah. If you’re a compassionate individual who puts patients first and thrives in a mission-driven, collaborative environment, we want you to join our team! Apply today and help us continue delivering exceptional care to those who need it most.

POSITION PURPOSE

The Outreach Support Specialist plays a vital role in supporting Outreach Coordinators (OCs) by handling a high volume of outbound and inbound calls to ensure timely engagement with leads. This team member assists with patient intake processes, screens patients for eligibility & clinical urgency and facilitates clear communication throughout the claims process. They are also responsible for maintaining accurate and up-to-date documentation in our CRM tool, Salesforce. By efficiently managing a fast-paced workflow, the Outreach Support Specialist helps maximize intake conversion, enhance patient engagement, and drive overall operational efficiency. \n Major Responsibilities 1. Lead Engagement and Scheduling

• Contact all new leads within 24 hours of receipt to schedule intake appointments.
• Confirm intake appointments with patients the day prior to their scheduled time.
• Follow up persistently if initial contact attempts are unsuccessful (per established outreach guidelines).
• Process referrals from all sources, including potential patients, current patients, call-ins, contact cards, and Authorized Representative referrals. Ensure any documentation or contact information received prior to intake is accurately uploaded into Salesforce and confirm or upload all necessary paperwork following the intake process.

2. Patient Qualification • Evaluate patients based on program criteria and level of need. • Qualify leads to determine their current status: o White card holders o Transfer patients o Non-card holders o RECA o Assess and document the level of patient acuity. • Communicate qualification findings clearly to Outreach Coordinators for prioritization. 3. Patient Communication and Updates

• Handle incoming and outgoing calls to support lead generation efforts, communicate timely updates, and ensure a positive and supportive patient experience through excellent communication and customer service.
• Assist with Outreach event RSVP calls, manage invite list, and mail invitations to existing pipeline.

4. Salesforce Data Management

• Accurately and promptly document all patient interactions, intake schedules, triage information, demographics, claim information and updates in Salesforce.
• Ensure all patient documentation and notes are complete to support claims development and Home Health Care (HHC) transitions.

5. Intake Conversion Support

• Proactively support Outreach Coordinators in converting leads to scheduled intakes and eventual HHC patients. Support may include follow-up calls, and data entry.
• Communicate patient hesitations, barriers, or concerns promptly to the OC for resolution.

6. Team Collaboration

• Partner closely with Outreach Coordinators, Regional Outreach Directors, and Director of Marketing to optimize the patient intake pipeline.
• Participate in team huddles and strategy meetings to share insights and suggestions for continuous improvement.

QUALIFICATIONS AND COMPETENCIES

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in healthcare, marketing, communications, or a related field preferred.

• Experience in high-volume customer service, call center operations, or sales is preferred.
• Exceptional verbal and written communication skills.
• Proven ability to stay organized, manage multiple priorities, and meet deadlines in a fast- paced environment.
• Meticulous attention to detail with strong focus on maintaining accurate and thorough records.
• Proficient in Salesforce (or similar CRM) and Microsoft Office Suite.
• Self-motivated and capable of working independently while effectively collaborating with a team.
• Commitment to a patient-first approach, demonstrating empathy, professionalism, and respect in all interactions.

OTHER INFORMATION

• Occasional local travel may be required for patient support or events.
• Additional duties and responsibilities may be assigned, and existing responsibilities may be modified, as needed to support business needs, departmental priorities, special projects, and organizational objectives.
• Must embody Giving Home Healthcare’s HEART values:

o Humility – Serve and support others; remain open to feedback. o Empathy – Practice active listening and kindness. o Advocacy – Remove barriers and create opportunities for patients. o Respect – Communicate honestly and treat all with dignity. o Teamwork – Collaborate, empower others, and maintain optimism.. \n $22 - $23 an hour Vacation (PTO) and Sick Days Competitive benefit plans Company paid short/long term disability Tuition reimbursement program Monthly cell phone stipend 401(k) with matching biannual metric based bonus \n To provide the exceptional care our patients deserve, we rely on a team of passionate, dedicated professionals. We’re committed to creating a supportive, collaborative culture, offering competitive benefits and compensation, and giving our team members the tools and opportunities to grow and advance their careers. If you’re ready to be part of an organization that truly makes a difference in people’s lives, we encourage you to apply today and start a fulfilling journey with Giving Home! Giving Home is dedicated to fostering an inclusive and equitable work environment. We adhere to all applicable federal, state, and local pay transparency laws to ensure fair compensation practices. Giving Home is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. Our employment practices are designed to provide equal opportunity at all stages of employment, including hiring, promotion, training, compensation, and termination. In compliance with applicable pay transparency laws, we are committed to providing clear and accurate information regarding the compensation and benefits associated with our positions. All disclosed salary ranges and benefits are based on a variety of factors, including but not limited to, market data, internal equity, and individual qualifications. These ranges represent the minimum and maximum pay levels for the positions and actual compensation may vary based on experience, skills, and performance. Giving Home is committed to maintaining transparent compensation practices and regularly reviews our policies to ensure compliance with evolving laws and best practices. We value the contributions of our employees and strive to provide a work environment where everyone feels respected, valued, and fairly compensated.