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.
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