Outreach Specialist, CACP

The CACP Outreach Specialist is the first step in the patient journey and supports the Comprehensive Advance Care Planning (CACP) program through high-volume inbound and outbound outreach. The role primarily manages outbound scheduling and inbound inquiries; educates patients about CACP; addresses reluctance with empathy and professionalism; and schedules facilitation appointments. The specialist follows approved scripts, workflows, SOPs, job aids, privacy requirements, and quality standards while balancing patient-centered service with daily performance expectations.

We are flexible with respect to geographic location, and the ideal candidate will be comfortable working remotely/work from home across US time zones.

Patient Outreach 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 Individual Responsibilities Actively participate in team meetings, 1:1’s, coaching sessions, team communications, and required training assignments. Other duties as assigned

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

Prolonged periods of sitting at a desk and working on a computer

laptop-ats-crawler v3