Community Outreach Specialist - Bilingual Preferred

Who We Are

Point32Health is a leading health and wellbeing organization, delivering an ever-better personalized health care experience to everyone in our communities. At Point32Health, we are building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.

We enjoy the important work we do every day in service to our members, partners, colleagues and communities.

Job Summary

The Community Outreach Specialist will provide support to the Business Development & Enrollment Representative by conducting outreach efforts to help generate leads for them and supporting our Senior Care Options (SCO) members on their behalf. The core functions of this hybrid role involve onboarding and ongoing support to existing members to meet their needs as well as outreach and education regarding the SCO program and MassHealth to potential clients and community partners. The successful candidate will radiate confidence and empathy, establish trust with our members, and skillfully switch between group and one-on-one interactions.

Key Responsibilities/Duties – what you will be doing

GIVES INFORMATION ABOUT PROGRAM:

• Provide quality customer service by responding to all prospects and members inquiries in a professional, timely, efficient, and courteous manner.
• Serve as a liaison, connecting members to their health plan nurse and vice-versa to provide the support they need. 
• Establish telephonic and face to face (depending upon need and circumstance) interactions with member/caregiver(s) and provider partners to ensure smooth onboarding and ongoing support for members. Examples of this support include identifying new Primary Care Providers and establishing first visit appointments, contacting the Transportation provider to set up rides, and facilitating conversations with doctor’s office and/or pharmacy to help resolve issues.

PARTNER WITH COMMUNITY & INTERNAL RESOURCES:

• Effectively present the THP SCO Program and its benefits to the 65+ MassHealth populations and their caregivers residing in the Community as well as represent THP SCO at community/company-sponsored events.
• Assist with maintaining effective working relationships with community partners such as Community Health Centers, Providers, Councils on Aging, Housing Authorities, Social Service organizations, etc. to facilitate prospect and member engagement.
• Collaborate closely with our Connecting Seniors to Coverage team who assist SCO prospects apply for MassHealth.

STRATEGIC OUTREACH:

• Assist in the development of recruitment strategies to attract new enrollees as well as the distribution of marketing materials and promotional items.
• Coordinate outreach activities with potential community partners, i.e., hosting informational “table time” at providers, organizing social events at senior buildings, volunteering at food pantries, etc., to generate leads.
• Conduct telephonic outreach to follow up with prospects who expressed interest and review eligibility for MassHealth and ultimately THP SCO program.
• Identify members who are natural leaders and invite them to serve as one of our Wider Circle Ambassadors, a group of members helping to connect with prospects. 
• Responsible for keeping up with all administrative requirements of this role including updating company’s Customer Relationship Management (CRM) system, weekly activity plans and results reports, expense reports, attending team and organization meetings.

GENERAL:

• Adhere to company and departmental policies and procedures, including abiding to all CMS and EOHHS guidelines. 
• Performs other duties as necessary and assigned.

Qualifications – what you need to perform the job

Education, Certification and Licensure

• Bachelor’s degree preferred. High school diploma or equivalent required.

Experience:

• A minimum of 3 years of professional experience in a managed care company, medical related field, or community social service agency preferred. 1-2 years of experience in consumer engagement with a track record of success is a plus. 
• Customer service experience in health care, preferred.
• Community outreach and marketing experience, desirable.
• Practice speaking to groups of all sizes is preferred.
• Experience working with the elderly is preferred. Experience working in a multicultural environment is a plus.
• Experience with Government Programs, Medicare, and Medicaid is a plus.
• Prior experience working in a virtual/remote setting is strongly preferred.
• Bilingual preferred.

Skill Requirements

• Ability to work compassionately and efficiently with diverse populations.
• Excellent written, oral, and interpersonal communication skills and the ability to convey complex information in a clear, easy to understand manner.
• Time management, organizational skills, and attention to detail.
• High degree of initiative, judgment, planning, and problem solving.
• Comfortable working in a fast-paced environment.
• Flexibility, dependability, and persistence.
• Ability to work independently with minimal supervision and cooperatively as a team member.
• Aptitude to develop and maintain relationships with internal and external partners.
• Proficient in Microsoft Word, Excel, and Power Point.
• Insurance License preferred. Must have a current AHIP certification or agreement to obtain it within 90 days of hire.

Working Conditions and Additional Requirements (include special requirements, e.g., lifting, travel):

• Must be able to work under normal office conditions and work from home as required.
• Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations.
• Work may include long driving hours.
• Work may include carrying heavy outreach materials as well as standing for long hours.
• Job may require early morning, evening or weekend hours.
• Must have a valid driver’s license and a reliable vehicle.
• May be required to work additional hours beyond standard work schedule.

#LI-hybrid

#LI-KR1

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Management retains the discretion to add to or change the duties of the position at any time.

Compensation & Total Rewards Overview

Commitment to Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity

​Point32Health is committed to making diversity, equity, inclusion, accessibility and health equity part of everything we do—from product design to the workforce driving that innovation. Our Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity team's strategy is deeply connected to our core values and will evolve as the changing nature of work shifts. Programming, events, and an inclusion infrastructure play a role in how we spread cultural awareness, train people leaders on engaging with their teams and provide parameters on how to recruit and retain talented and dynamic talent.  We welcome all applicants and qualified individuals, who will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Scam Alert: Point32Health has recently become aware of job posting scams where unauthorized individuals posing as Point32Health recruiters have placed job advertisements and reached out to potential candidates. These advertisements or individuals may ask the applicant to make a payment. Point32Health would never ask an applicant to make a payment related to a job application or job offer, or to pay for workplace equipment. If you have any concerns about the legitimacy of a job posting or recruiting contact, you may contact TA_operations@point32health.org