Outreach Specialist Sr

Anticipated End Date:

2025-09-26

Position Title:

Outreach Specialist Sr

Job Description:

Outreach Specialist Sr

Location: Washington, DC. This role requires associates to be in-office 4 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of remote work, promoting a dynamic and adaptable workplace. Alternate locations may be considered.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law.

Schedule: Monday-Friday 8:00AM-5:00PM or 8:30AM-5:30PM EST

The Outreach Specialist Sr will be responsible for serving as the initial and main point of Field contact between the Company and the current and potential members.

How you will make an impact:

• Responds to telephone, written, and in-person inquiries and initiates steps to assist regarding issues relating to content or interpretation of benefits, policies and procedures.

• Researches and resolves complex customer and business issues.

• Provides timely and accurate resolution of inquiries and issues regarding benefits, services and policies.

• Supports and promotes State Sponsored Programs through participation in community events.

• Represents State Sponsored Programs in community collaborations.

• Supports member access to care through home visits, processing of reports, and distribution of collateral materials.

• Performs new member orientations.

• Provides superior quality outcomes by taking ownership of issues to ensure timely resolution or follow-up.

• Participates in promotional activities.

• Provides superior, professional, and courteous service to customers.

• Organizes daily work without significant guidance.

• Collaborates with team members to provide superior customer services.

• Supports Health Management Programs.

• Conducts research to assist customers with inquiries or issues.

• Actively identifies and pursues opportunities for team involvement.

• Trains CRC associates.

• Provides leadership in the development and implementation of the Outreach Program and work plans.

• Comprehends the various cultural and linguistic needs of the Medicaid and SCHIP population, knowledge of the various health and social services available in the assigned region with a special emphasis on services offered by community based organizations, ability to work professionally with the company's associates, community-based organizations, providers and plan members. 

• Represents department with key internal and external stake holders and targeted community partners.

• Mentors and coaches Outreach staff.

• Generates management reports.

• Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers. 

• Additional expectations to include but not limited to: Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment; strong verbal and written communication skills, both with virtual and in-person interactions;  attentive to details, critical thinker, and a problem-solver;  demonstrates empathy and persistence to resolve caller issues completely; comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts. 

• Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary. 

• Performs other duties as assigned.

Minimum Requirements:

• Requires a HS Diploma or equivalent a minimum of 4 years of customer service experience; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities & Experiences:

• Understanding of the basic principles of managed care and the concepts of publicly financed health insurance such as Medicaid and SCHIP programs strongly preferred.

For candidates working in person or remotely in the below location(s), the salary* range for this specific position is $52,900 - $66,125