Sobre este puesto de Outreach Specialist, ACCESS (Remote) en Aledade
As an Outreach Specialist on the ACCESS Team, you will play a vital, frontline role in driving patient participation, enrollment, and activation for the Aledade Access Program. Supporting the CMS Innovation Center’s ACCESS (Advancing Chronic Care with Effective, Scalable Solutions) model, Aledade is building an agentic AI patient engagement platform designed to detect, manage, and empower patients with cardio-kidney-metabolic (CKM) disease, in close partnership with primary care practices.
Operating in a dynamic, remote environment, you will serve as the crucial human connection when automated workflows require hands-on support. In this role, you will handle daily multimodal patient outreach, guide device onboarding, and manage operational queues to ensure seamless, patient-centered care. By bridging gaps when automated systems require intervention, assisting patients with technical and clinical tasks, and coordinating rapid triage, you will help uphold exceptional service standards within a high-accountability, innovative care model.
Primary Duties
Patient Outreach & Engagement
Conduct outbound and inbound outreach calls when automated workflows fail or require manual intervention.
Assist patients with onboarding, clinical metric collection (e.g., height, weight, BP), and blood pressure monitor troubleshooting.
Deliver engagement nudges to prompt completion of outstanding care management tasks and support ongoing care continuity.
Manage high-volume inbound queue requests, SMS fallout, patient inquiries, and onboarding/enrollment support.
Process webform exceptions and execute timely clinical triage handoffs to RNs and Pharmacists as needed.
Meet core operational benchmarks for call volume, contact rates, conversion, and device onboarding while maintaining accurate documentation and HIPAA compliance.
Provide timely, clear, and professional communication regarding follow-ups, care plans, and practice policies.
Operational Support
Accurately document all patient interactions and maintain up-to-date records in care systems (EHRs/CRMs).
Track and report patient engagement metrics, participating in workflow testing to refine operations and identify improvements.
Respond promptly to time-sensitive updates, adjusting priorities to address critical outreach needs immediately.
Maintain high energy, professional empathy, and resilience during high-volume shifts and frequent patient rejections.
Collaborate cross-functionally to advance patient engagement strategies and organizational goals.
Minimum Qualifications
High school diploma or equivalent
Minimum of 2 years of experience in healthcare outreach, care coordination, or telephonic patient engagement.
Proven track record in high-volume environment with the ability to meet performance metrics (i.e. Activation, conversion, etc.).
Regular and predictable attendance
Excellent interpersonal, verbal, and written communication skills.
Strong organizational and documentation abilities.
Detail-oriented with the ability to manage multiple priorities efficiently.
Ability to work shifts between 8:00 AM – 8:00 PM EST, including evenings and Saturdays as needed.
Preferred Qualifications
Experience in a remote call center environment.
Familiarity with value-based care models and Medicare Advantage.
Experience with care management software and Electronic Health Record (EHR) systems.
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer.
