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About the Role
The CACP Outreach Specialist supports the Comprehensive Advance Care Planning (CACP) program by managing high-volume inbound and outbound outreach. This role educates patients about CACP, addresses concerns with empathy, and schedules appointments, while adhering to scripts, workflows, and quality standards.
Responsibilities
- Conduct high-volume outbound calls to educate patients on Advance Care Planning (ACP) and 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.
- 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.
- Actively participate in team meetings, 1:1’s, coaching sessions, team communications, and required training assignments.
- Perform other duties as assigned.
Requirements
- 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.
- 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).
Skills
- Active listening
- Verbal communication
- Written documentation
- Attention to detail
- Empathy
- Professionalism
Location
- Remote (US)
Work Type
- Remote
- Work from home
Experience Level
- 1 year of telephonic outreach, customer service, or tele-sales experience
Education Level
- High School Diploma
Salary/Compensations
- $24.52 USD per hour
Benefits
- Company bonus
- Equity
- 401k match
- Healthcare coverage
- Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
- Robust time-off plan (21 days of PTO in your first year)
- Two paid volunteer days
- 11 paid holidays
- 12 weeks paid parental leave
- Six weeks paid sabbatical after six years of service
- Educational Assistant Program
- Clinical Employee Reimbursement Program
- 401(k) with up to 4% match
- Stock options
About the Company
- Aledade PBC is a public benefit corporation empowering independent primary care.
- Founded in 2014, Aledade is the largest network of independent primary care in the country.
- The company helps practices, health centers, and clinics deliver better care and thrive in value-based care.
- Aledade creates value-based contracts across health plans to shift from the traditional fee-for-service model.
- The company's work strengthens continuity of care, aligns incentives, and ensures primary care physicians are paid for keeping patients healthy.
- Aledade fosters a collaborative, inclusive, and remote-first culture.
- The company is driven by a passion for tackling complex issues with respect, open-mindedness, and a desire to learn.
Equal Opportunity
- Aledade PBC is committed to creating a diverse environment and is proud to be an equal opportunity employer.
- Employment policies and decisions are based on merit, qualifications, performance, and business needs.
- All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.