Outreach Support Specialist

The Outreach Support Specialist (OSS) plays a critical role in supporting the Outreach team by managing incoming leads, completing timely patient outreach, coordinating intakes, maintaining accurate patient information, and assisting with the development of Giving Home Health Care’s patient pipeline.

The primary purpose of the OSS position is to ensure that every qualified lead receives timely and professional follow-up and that potential patients are efficiently moved through the intake process. The OSS works closely with Outreach Coordinators, Outreach Leadership, Growth, Clinical, and other internal departments to provide an exceptional patient experience and help increase completed intakes.

The OSS is expected to demonstrate Giving Home Health Care’s HEART values - Humility, Empathy, Advocacy, Respect, and Teamwork - in every interaction with patients, families, referral sources, and coworkers.

Essential Responsibilities:

1. Lead Management & Patient Follow-Up

• Monitor and respond to new leads received through Salesforce, phone calls, referrals, outreach events, social media, and other sources.
• Contact new leads within 24 hours of notification whenever possible.
• Make consistent follow-up attempts with assigned leads and document all activity accurately in Salesforce.
• Identify potential patients who may qualify for Giving Home Health Care services and/or applicable programs.
• Maintain professional, compassionate, and timely communication with patients and families.
• Follow established Giving Home Health Care processes rather than creating independent or unauthorized procedures.
• Escalate questions, concerns, or potential issues to the appropriate Outreach Leader.

2. Intake Coordination

• Contact qualified leads to schedule patient intakes.
• Coordinate intake appointments based on office availability, Outreach Coordinator schedules, patient needs, and established scheduling procedures.
• Confirm appointments with patients prior to the scheduled intake.
• Ensure required demographic, contact, insurance, and other intake information is collected accurately.
• Assist patients with understanding what documentation may be needed for their appointment.
• Communicate scheduling changes or cancellations promptly to the appropriate team members.
• Track scheduled, completed, canceled, and rescheduled intakes.

3. Salesforce & Documentation

• Maintain accurate and timely records in Salesforce.
• Document all calls, texts, emails, appointments, referrals, and meaningful patient interactions.
• Keep lead and patient information current.
• Review assigned Salesforce reports and follow up on outstanding leads.
• Identify leads that require additional follow-up or escalation.
• Ensure documentation meets Giving Home Health Care standards and applicable compliance requirements.
• Protect patient confidentiality and follow all HIPAA, privacy, and company policies.

4. Patient Communication

• Serve as a professional first point of contact for many prospective patients and families.
• Explain the next steps in the intake process clearly and respectfully.
• Provide patients with accurate information without making promises or providing information outside the OSS's scope of responsibility.
• Demonstrate empathy and patience when working with elderly patients, families, and individuals who may be unfamiliar with the healthcare or claims process.
• Follow up with patients who have questions or need assistance completing the intake process.
• Immediately escalate clinical, legal, compliance, or other specialized questions to the appropriate department.

5. Support for Outreach Coordinators

• Provide administrative and operational support to Outreach Coordinators so they can focus on community outreach, relationship development, and lead generation.
• Assist Outreach Coordinators with scheduling and managing prospective patient appointments.
• Follow up with leads generated from community events, senior centers, union meetings, referrals, and other outreach activities.
• Help ensure leads generated by Outreach events are entered into Salesforce and contacted promptly.
• Communicate lead status and intake progress to the appropriate Outreach Coordinator.
• Assist with maintaining a strong and organized regional patient pipeline.

6. Phone & Communication Responsibilities

• Answer incoming calls in a timely and professional manner.
• Maintain availability through Microsoft Teams and other required communication platforms during scheduled working hours.
• Respond to internal communications in a timely manner.
• Return patient and referral-source calls promptly.
• Maintain a professional tone in all verbal, written, text, and electronic communications.
• Direct calls and questions to the appropriate team member when necessary.

7. Pipeline Development & Re-Engagement

• Review existing Salesforce leads and identify individuals requiring additional follow-up.
• Re-engage leads who previously declined services but may now be interested.
• Follow up with individuals who have not completed an intake.
• Identify opportunities to convert qualified leads into completed intakes.
• Assist with maintaining an active pipeline of prospective patients.
• Support Outreach leadership with lead-generation and conversion initiatives.

8. Outreach Event Support

• Assist with preparation for community outreach events.
• Attend and support selected events when requested.
• Help collect accurate contact information from prospective patients.
• Ensure event-generated leads are promptly entered into Salesforce.
• Follow up with event leads according to established timelines.
• Assist Outreach Coordinators with event logistics, patient communication, and appointment scheduling.

Qualifications Required:

• High school diploma or equivalent.
• Strong verbal and written communication skills.
• Professional telephone and customer-service skills.
• Ability to work effectively in a fast-paced environment.
• Strong organizational and time-management skills.
• Ability to manage multiple leads and priorities simultaneously.
• Basic computer proficiency.
• Ability to learn and utilize Salesforce and other company systems.
• Ability to maintain confidentiality and follow HIPAA and company privacy requirements.
• Ability to accept coaching and work collaboratively as part of a team.

Preferred

• Previous healthcare, home health, hospice, insurance, claims, patient intake, customer service, or outreach experience.
• Salesforce experience.
• Experience working with senior populations.
• Experience in lead generation, appointment setting, or patient acquisition.
• Knowledge of Department of Labor, EEOICPA, RECA, or Energy Worker programs.

Performance Expectations:

The OSS is expected to consistently meet established performance standards, including:

Daily Expectations

• Complete assigned patient and lead follow-up.
• Make approximately 25-40 outbound calls per day, based on workload and current departmental expectations.
• Respond to incoming calls and messages promptly.
• Maintain accurate Salesforce documentation throughout the workday.
• Keep Microsoft Teams and required communication systems active and monitored.
• Complete assigned administrative and intake-support responsibilities.

Monthly Expectations

Performance goals may include:

• Approximately 100 completed/scheduled intake-related activities per month, depending on departmental workload and assigned responsibilities.
• Consistent lead follow-up and conversion.
• Accurate and timely Salesforce documentation.
• Achievement of established call and productivity goals.
• Timely response to new leads.
• Support of regional intake and patient-acquisition goals.

Performance metrics may be adjusted by Outreach Leadership based on business needs, staffing levels, lead volume, and organizational priorities.

Quality Standards:

The OSS is expected to:

• Put the patient experience first.
• Demonstrate professionalism in every interaction.
• Maintain accurate documentation.
• Follow Giving Home Health Care policies and procedures.
• Protect confidential patient information.
• Take ownership of assigned responsibilities.
• Communicate challenges before they become problems.
• Accept coaching and feedback professionally.
• Work collaboratively with Outreach and other departments.
• Demonstrate initiative without creating processes outside of established company procedures.