VA - Outreach Specialist I

Job Description

Job Description

Organizational Overview

Ponos Management, Inc., is a mission-driven healthcare organization dedicated to improving outcomes for Medicaid populations through a physician-led, value-based care model. Our integrated approach addresses social, behavioral, physical, and economic barriers to care by delivering coordinated services designed to improve quality of life and reduce unnecessary hospital utilization.

Ponos Care supports individuals living with complex and chronic conditions by providing personalized care pathways that integrate medical treatment, behavioral health services, and community-based resources. Through collaboration with interdisciplinary teams, we ensure members receive holistic and continuous care that supports long-term stability and improved health outcomes.

Ponos Care continues to expand nationally, delivering innovative care management and eligibility alignment solutions that improve member outcomes and support healthcare system efficiency.

Position Overview

The Outreach Specialist I serves as the first point of contact for members, providing education regarding healthcare services and assisting individuals in accessing appropriate care. This role focuses on telephonic and field outreach, appointment scheduling, care coordination, and supporting members with navigating healthcare services and available benefits.

The Outreach Specialist I plays an important role in improving member engagement and ensuring individuals receive timely information that supports care coordination and continuity of services.

Core Responsibilities

• Conduct telephonic and field outreach to assigned members
• Provide education regarding organizational services and care offerings
• Assist members in scheduling appointments for clinical care and follow-up services
• Conduct follow-up calls to support member engagement and care coordination
• Provide information regarding available services and care options
• Respond to member inquiries in a timely and professional manner
• Maintain accurate documentation of member interactions in electronic health records (EHR)
• Escalate member concerns to appropriate clinical or operational teams
• Collaborate with care teams to support coordinated service delivery
• Provide compassionate and patient-centered support
• Ensure accurate data entry supporting outreach activities
• Support engagement initiatives improving member participation in care programs
• Support care coordination by engaging members, identifying barriers to care, facilitating referrals, and connecting members with clinical teams, community resources, and internal programs to promote continuity of care.

QUALIFICATIONS AND EDUCATION

• High school diploma or equivalent required
• Some college education preferred
• Experience in customer service, call center, or patient support role preferred
• Strong verbal and written communication skills
• Strong organizational and multitasking skills
• Experience using electronic health records (EHR) systems preferred
• Ability to work independently and collaboratively
• Strong commitment to patient-centered service
• Bilingual skills preferred

EEO STATEMENT

We are an Equal Opportunity Employer and are committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity or expression), national origin, age, disability, genetic information, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws. We believe inclusion strengthens our organization and enhances our ability to serve members and communities nationwide. We are committed to providing reasonable accommodation for qualified individuals with disabilities throughout the recruitment and employment process.