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.

Primary Duties: 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

Minimum Qualifications:

• 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)

Preferred Qualifications:

• 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

Physical Requirements:

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