Outreach Resource Liaison

Job Summary:

We seek a reliable and compassionate CHW Resource Liaison to join our team. This position connects individuals with health and community support services through Community Health Worker (CHW) and/or Enhanced Care Management (ECM) services. This role is essential in directly helping people immediately access the care and resources they need. The position will also conduct outbound calls, schedule ECM appointments, and document outreach efforts.

Job Overview:

The workflow begins with the Community Health Worker (CHW) Resource Liaisons making outbound calls to individuals on an assigned referral list. The goal is to educate clients about the Community Health Worker (CHW) and Enhanced Care Management (ECM) services under their health plan. 1. Step 1: Insurance Verification a. Before proceeding, the CHW Resource Liaison will verify the individual's insurance coverage to ensure service eligibility. 2. Step 2: Assessing Client Needs a. The CHW Resource Liaison will assess the client's needs and provide support accordingly: i.

Short-term needs:

If the client's need is minimal and can be addressed in the short term (e.g., providing resources or navigating a website), the CHW Resource Liaison will provide assistance on the spot and document a CHW encounter. ii.

Long-term Needs:

For clients with extensive needs requiring a long-term plan, the CHW Resource Liaison will schedule an intake appointment with an ECM Community Health Worker (CHW). During this appointment, the ECM CHW will: Conduct a comprehensive assessment to identify the client's needs and goals. Collaborate with clients to develop a personalized care plan tailored to their unique needs and objectives. Provide ongoing support and guidance to help clients achieve their goals and improve their overall well-being.

Responsibilities:

1. Engage members in a respectful, culturally sensitive, and trauma-informed manner. 2. Accurately document outreach activity using standardized tracking systems, designated outreach platforms, and any CHW touches in Dr. Cloud. 3. Track member responses, time spent, and follow-up needs based on approved program procedures. 4. Schedule at least 20 weekly intake appointments and ensure appropriate follow-up to confirm member engagement. 5. Follow internal workflows for outreach outcomes. 6. Confirm appointment attendance and relay updates to care coordination teams as needed. 7. Identify and escalate issues such as insurance discrepancies, invalid contact information, urgent support needs, or language barriers. 8. Participate in regular team meetings, compliance training, and performance reviews.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES

Performs other duties as assigned. Ability to work independently and be self-directed and flexible. Ability to perform functions with minimal supervision. Ability to work at a high-volume level of accuracy.

Requirements:

1. High school diploma or equivalent required (college coursework in public health, social services, human services, or a related field is a plus). 2. Lived experience or prior community health work. 3. Ability to work independently and as part of a team. 4. Strong phone-based communication and customer service skills. 5. Maintain professionalism, confidentiality, and accuracy across all outreach activities.

Preferred Qualifications:

1. Previous experience in community outreach or healthcare navigation. 2. Experience working with diverse populations and communities. 3. Knowledge of community resources and services. 4. Familiarity with electronic medical records. 5. Bilingual or multilingual skills.

Working Conditions:

1. In office with a remote working environment 2. Full-Time with a flexible schedule. 3. May occasionally require availability for outreach during evenings or weekends, depending on member needs.

We Offer:

1. Competitive salary and benefits package. 2. Opportunities for professional growth and development. 3. Collaborative and supportive work environment. 4. The chance to make a meaningful difference in the lives of our patients and community

Job Types:

Full-time, Part-time Pay:

$16.00 - $21.00 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person