Outbound Specialist

Job Summary
We are seeking a dynamic and experienced leader to oversee and enhance our patient outreach efforts through outbound calling campaigns. This role focuses on developing and executing strategic initiatives to improve patient connection rates, optimize communication workflows, and ensure compliance with healthcare regulations. The ideal candidate will lead a team of outbound agents, leveraging data-driven insights and multi-channel outreach techniques to increase patient engagement and appointment conversions. This position requires a strong background in healthcare call center operations, excellent communication skills, and a strategic mindset to drive continuous improvement.

Key Responsibilities
Lead the design and implementation of strategies aimed at boosting patient connection rates across outbound calling campaigns. Analyze call time data to develop and apply time-based dialing strategies, such as evening and weekend calling, to maximize reach. Continuously refine calling scripts to improve clarity, build patient trust, and increase response rates, while ensuring all communications comply with regulatory standards.

Coordinate multi-channel outreach efforts, incorporating SMS, voicemail drops, and email campaigns to complement phone contact and enhance overall engagement. Develop initiatives that encourage patients to save the organization’s contact number and implement caller ID branding solutions to improve call pickup rates.

Supervise outbound call agents by managing staffing levels, monitoring productivity, and maintaining call quality. Track key performance indicators (KPIs) such as dials-to-connect ratios, call duration, and appointment conversion rates. Provide ongoing training, coaching, and quality assurance feedback to uphold high performance standards.

Handle escalations and resolve patient concerns promptly to maintain a positive patient experience. Collaborate closely with internal teams to support outreach campaigns related to new patient onboarding, remote patient monitoring (RPM) device compliance, annual wellness visit (AWV) scheduling, HEDIS gap closure, medication adherence, and other targeted initiatives.

Drive continuous improvement by analyzing performance data and patient feedback. Regularly track and report outreach metrics and patient engagement trends to identify opportunities for optimization. Troubleshoot challenges within outreach workflows and recommend solutions. Evaluate and test new technologies or tools aimed at enhancing connection and conversion rates.

Required Qualifications
Proven experience leading healthcare call center teams with a strong understanding of patient outreach operations. Proficiency in CRM and EHR systems, as well as call center platforms, is essential. Demonstrated expertise in call scripting, conversion strategies, and A/B testing to optimize outreach effectiveness.

Familiarity with caller ID branding solutions and spam mitigation techniques to improve call answer rates. Comprehensive knowledge of HIPAA regulations and healthcare communication compliance standards to ensure patient privacy and data security.

Exceptional communication, coaching, and analytical skills are required to lead teams effectively and make data-driven decisions. A strategic approach to improving patient engagement and outreach initiatives is critical for success in this role.

Preferred Qualifications and Benefits
While not explicitly stated, candidates with additional experience in multi-channel patient engagement strategies and technology implementation will be highly valued. Benefits typically include opportunities for professional development, a collaborative work environment, and the chance to make a meaningful impact on patient care through improved communication and outreach.

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This role offers a unique opportunity to lead innovative patient outreach programs that directly contribute to enhanced healthcare delivery and patient satisfaction. If you are a strategic, results-oriented leader with a passion for healthcare communication, we encourage you to apply.