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

Who We Are: Aledade PBC, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place. What Does This Mean for You? At Aledade PBC, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission. In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members: Flexible work schedules and the ability to work remotely are available for many roles Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners Robust time-off plan (21 days of PTO in your first year) Two paid volunteer days and 11 paid holidays 12 weeks paid parental leave for all new parents Six weeks paid sabbatical after six years of service Educational Assistant Program and Clinical Employee Reimbursement Program 401(k) with up to 4% match Stock options And much more! At Aledade PBC, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.