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About the Role

The Outreach Specialist supports WellBe's patient acquisition efforts by accurately communicating the value of WellBe’s services, assisting with confirmation calls, rescheduling appointments, and helping patients lead more meaningful lives. This role is critical for WellBe's growth and improving patient access to life-changing care.

Responsibilities

• Conduct outbound calls to prospective and existing patients.
• Receive inbound calls from prospective and existing patients.
• Schedule in-home annual and comprehensive wellness visits.
• Provide confirmation call reminders.
• Assist patients with rescheduled and canceled visits.
• Answer patient questions about WellBe services.
• Support the in-home care team with patient engagement information.
• Introduce patients to WellBe and its benefits.
• Engage with potential new patients and existing patients.
• Perform data entry for accurate member information.
• Manage calls and document member interactions.

Requirements

• Must have great interpersonal skills.
• Must possess excellent verbal and written communication skills.
• Must have good command of the English language.
• Must possess the ability to listen effectively.
• Must be able to navigate tough conversations.
• Must be able to handle objections gracefully.
• Must 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.
• Demonstrated 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.
• Must demonstrate superb active listening skills.
• Excellent data-entry skills.
• Proven ability to navigate multiple computer screens while conducting a customer call.
• Basic skills in Google Workspace, Excel, or equivalent applications.
• Familiarity 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.
• 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.
• Basic proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Willingness to adapt to a flexible work schedule during business hours.
• Must successfully complete a pre-employment drug screening.
• Employment is contingent upon successful completion of a background check.
• Must comply with the company’s Drug-Free Workplace Policy.
• Must comply with monthly FACIS checks.

Skills

• Interpersonal skills
• Verbal communication
• Written communication
• Active listening
• Problem-solving
• Data entry
• Time management
• Multi-tasking
• Prioritization
• Organization
• Independent work
• Teamwork
• Adaptability
• Flexibility
• Customer service
• Sales
• Appointment setting
• Call center software proficiency
• Microsoft Office Suite proficiency
• Google Workspace proficiency
• Excel proficiency

Location

• Remote
• Must live in or near Atlanta, GA
• Must live in or near Chicagoland Area (including suburbs), IL
• Must live in or near Cincinnati, OH
• Must live in or near Cleveland, OH
• Must live in or near Columbus, OH
• Must live in or near Rochester, NY
• Must live in or near Pittsburgh, PA

Work Type

• Remote
• Full-time

Experience Level

• 3+ years outbound call center/customer service experience (healthcare preferred)
• 2+ years sales experience with appointment setting

Education Level

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

Salary/Compensations

• $20 - $24/hr (Based On Experience)

Benefits

• Concierge level geriatric medical care
• Social support in the home
• Coordination across the entire care continuum

About the Company

• The WellBe care model is Physician Led and Advanced Practice clinician driven, focusing on geriatric care for frail, poly-chronic, elderly Medicare Advantage patients who are underserved and face challenges accessing care.
• WellBe brings care to the patient across the entire continuum, including chronic care, urgent care in the home, hospital, skilled nursing facility, assisted living, palliative care, and end-of-life care.
• WellBe's teams partner with primary care physicians to provide high-level medical care and social support.
• WellBe is committed to helping people lead more meaningful lives through its services.
• WellBe is a healthcare organization.

Equal Opportunity

• WellBe is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected status.
• WellBe Senior Medical is committed to complying with the Americans with Disabilities Act (ADA) and applicable state and local laws. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. If you require an accommodation during the application, interview or employment process, please contact Human Resources at HRPeopleLine@wellbe.com.