Outreach Specialist

WELLBE INTRODUCTION
The WellBe care model is a Physician Led Advanced Practice clinician driven geriatric care (care of older adults) team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients. This population is typically underserved and very challenged with access to care. To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care – from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care.  WellBe's physician/advanced practicing clinician led geriatric care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum.

GENERAL SUMMARY
The Outreach Specialist supports the WellBe team’s efforts in acquiring new patients, accurately providing the value of WellBe’s services, assisting with confirmation calls, rescheduling member appointments, and helping our patients to lead a more meaningful life through WellBe’s host of services. This unique role provides the opportunity to directly contribute to WellBe’s growth as well as improve our ability to help people receive WellBe’s life-changing care.

We need you to be an expert at communicating and building relationships over the telephone, both inbound and outbound calls, in order to engage, schedule and support patients requests as it relates to the WellBe in-home visit model. A normal ‘day in the life’ consists of conducting outbound calls, receiving inbound calls to and from prospective patients to schedule a variety in-home annual and comprehensive wellness visits as well as confirmation call reminders and assisting patients with potential rescheduled and cancelation visits. The Outreach Specialist will connect with potential new patients and existing patients to provide answers to their questions, and support the in-home care team with the information needed to engage patients in their health. The Outreach Specialist is truly the first point of contact for a patient and will be responsible for introducing the patient to WellBe and all the great benefits they qualify for.

Engagement is the starting point for WellBe to support people who are in need, and this role is a critical part of our commitment to our patients. By joining WellBe, you will be able to make an immediate difference in the lives of many people.

• Must have great interpersonal skills, excellent verbal and written communication skills, with good command of the English language
• Must possess the ability to listen effectively, navigate tough conversations, handle objections gracefully, and understand and address the needs of patients
• Must have a passion for helping people
• Experience assisting patients in navigating the complex health system is a plus
• Demonstrated ability in explaining a service or program and ability to overcome objections to participation
• Medicare experience preferred
• Must be comfortable speaking with Medicare beneficiaries by phone
• Must be able to speak clearly and unencumbered on the phone
• Must be dynamic and engaging on the phone and demonstrate superb active listening skills
• Excellent data-entry skills and proven ability to navigate multiple computer screens while conducting a customer call
• Must demonstrate basic skills in Google Workspace , Excel, or equivalent applications, and be familiar with call center software applications
• Demonstrated ability to organize, take initiative and follow-up with little to no supervision
• Proven time management, multi-tasking, prioritization and follow-up skills in a rapidly changing environment
• Ability to think independently and make decisions, while adhering to company standards and guidelines
• Ability to work independently while being a productive member of the team
• Ability to work in a fast-paced dynamic growth environment
• Must be able to work assigned schedules and remain flexible to schedule changes
• Must be open to potentially working after scheduled hours to perform duties as listed above to support the WellBe model

POSITION REQUIREMENTS:
Educational Requirements:

• High School diploma or GED equivalent
• Some college or Associate's Degree Preferred

Required Skills and Abilities:

      ● At least three (3) years of outbound call center and/or customer service experience, with preference for candidates who have experience in healthcare or two (2) years of experience in sales, including appointment setting.
      ● Strong communication skills with the ability to speak clearly, actively listen, and effectively convey information to members.
      ● A genuine commitment to delivering excellent customer service and efficiently resolving member inquiries.
      ● Ability to work independently and make sound decisions while adhering to department and company guidelines, maintaining productivity.
      ● Quick problem-solving abilities to assess and address member inquiries, objections, or concerns promptly.
      ● Capacity to stay calm under pressure, especially when managing upset or frustrated members, while demonstrating empathy and support.
      ● Strong multitasking skills, including navigating multiple computer systems and screens while engaging with members.
      ● Excellent organizational skills to handle varied tasks efficiently.
      ● Proficiency with call center software and related technologies to manage calls, document member interactions, and input data accurately.
      ● Data entry skills for accurate input of member information.
      ● Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook).
      ● Willingness to adapt to a flexible work schedule during business hours.

Work locations:

• WellBe is currently working in-person in the office (Chicago). Hybrid after 90 days of employment.

Pay Range:

• Competitive pay $20- $24/hr (Based On Experience)

Work Conditions:

      ● Ability to lift up to 20lbs
      ● Prolonged sitting required for extended periods while performing tasks such as data entry, managing calls, and utilizing computer systems.

Supervisory Responsibility: No supervisory responsibilities

TRAVEL REQUIREMENTS : No travel required

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.