Clinical Engagement Specialist LPN/LVN (Call Center)

Homeward is rearchitecting the delivery of health and care in partnership with communities everywhere, starting in rural America. Today, 60 million Americans living in rural communities are facing a crisis of access to care. In the U.S. healthcare system, rural Americans experience significantly poorer clinical outcomes. This trend is rapidly accelerating as rural hospitals close and physician shortages increase, exacerbating health disparities. In fact, Americans living in rural communities suffer a mortality rate 23 percent higher than those in urban communities, in part because of the lack of access to quality care.

Our vision is care that enables everyone to achieve their best health. So, we’re creating a new healthcare delivery model that is purpose-built for rural America and directly addresses the issues that have historically limited access and quality. Homeward supports Medicare-eligible beneficiaries by partnering with health plans, providers, and communities to align incentives – taking full financial accountability for clinical outcomes and the total cost of care across rural counties.

As a public benefit corporation and Certified B Corp™, Homeward’s mission and business model are aligned to address the healthcare, economic, and demographic challenges that make it challenging for rural Americans to stay healthy. Our Homeward Navigation™ platform uses advanced analytics to connect members to the right care and local resources that address social determinants of health and improve holistic health outcomes. Since many rural communities lack adequate clinical capacity, Homeward also employs care teams that supplement local practices and reach people who cannot otherwise access care.

Homeward is co-founded by a leadership team that defined and delivered Livongo’s products, and backed most recently by a $50 million series B co-led by Arch Ventures and Human Capital, with participation from General Catalyst for a total of $70 million in funding. With this leadership team and funding, Homeward is committed to bringing high-quality healthcare to rural communities in need.

The Opportunity

Join us in tackling healthcare for rural America! We seek a compassionate and detail-oriented Clinical Engagement Specialist to support our mission by scheduling introduction visits for members over the phone. As part of our team, you’ll collaborate with in-market and cross-functional teams to provide a welcoming, empathetic experience for current and prospective members.

What you’ll do:

• Conduct both outbound and inbound calls to members and schedule their introduction visit.
• Schedule appointments for members using our internal scheduling platform, ensuring accuracy and efficiency.
• Provide support to nonclinical team members during interactions with patients seeking to discuss clinical issues.
• Proactively reach out and engage members who are identified as high-risk and high utilizers.
• Strategic outreach for high risk and high cost members such as recently discharged, frequent/high utilization, and transition of care.
• Builds deep trust and rapport with members and their families/stakeholders (hospital/SNF staff). This will be crucial with members currently in the hospital or recently discharged.

What you bring:

• An active LPN (Licensed Practical Nurse) or LVN (Licensed Vocational Nurse) license (REQUIRED).
• Demonstrated ability to communicate effectively with a diverse range of individuals.
•  Proven track record of working autonomously and managing a high volume of patient calls.
•  Strong organizational skills with the ability to prioritize tasks efficiently.
•  Excellent interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
•  Proficiency in documenting and tracking member interactions in Homeward systems.
•  Quality Assurance: Ensure HIPAA verification and adhere to approved scripting for member outreach.

This role is pivotal in bridging the gap between patients and the healthcare system, ensuring that high-risk individuals receive the needed attention and care. The Clinical Engagement Specialist is a key player in the healthcare team, dedicated to improving patient outcomes through effective communication and engagement strategies.

What Shapes Our Company:

• Deep commitment to one another, the people and communities we serve, and to care that enables everyone to achieve their best health
• Compassion and empathy
• Curiosity and an eagerness to listen
• Drive to deliver high-quality experiences, clinical care, and cost-effectiveness
• Strong focus on the sustainability of our business and scalability of our services to maximize our reach and