About the Job
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.
Key Responsibilities
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
Required Skills & Abilities
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)
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
Prolonged periods of sitting at a desk and working on a computer
