The Scheduling Outreach Specialist works in a fast-paced call center environment, making outbound calls to schedule patient appointments on behalf of healthcare practices. Using tools like the Five9 dialer, the specialist helps support care coordination by booking visits, overcoming barriers, and routing patients when needed. Performance is measured through key call center metrics, including contact rate, conversion, and adherence
Primary Duties
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Place outbound calls using the Five9 dialer to schedule patient appointments for wellness visits, follow-ups, and other care needs.
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Follow standardized scripts and workflows to guide patient conversations and ensure consistency in messaging.
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Schedule appointments directly in the appropriate system or coordinate with the practice to complete bookings.
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Handle inbound return calls and voicemails, assisting patients with scheduling or routing them to appropriate teams.
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Document all call activity and outcomes in real time using Five9 and internal tracking tools.
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Verify and update patient contact information during calls to maintain data accuracy.
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Transfer or escalate calls requiring clinical input or coordination beyond the scope of the role.
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Educate patients on available services and appointment types, answering basic questions to support engagement
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Other duties as assigned
Minimum Qualifications
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High School Diploma or equivalent
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2+ years of call center experience, with at least 1 year in an outbound or patient outreach role
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Regular and predictable attendance
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Experience using Five9 or similar outbound dialer platforms
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Familiarity with EHR systems and ability to accurately document patient interactions
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Proficient in Microsoft Office and Google Workspace tools
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Strong verbal communication, active listening, and interpersonal skills
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Ability to meet call center performance metrics in a fast-paced environment
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Highly organized and self-motivated with strong attention to detail
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Reliable high-speed internet connection for remote work
Preferred Qualifications
Physical Requirements
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Who We Are:
Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.
What Does This Mean for You?
At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:
Flexible work schedules and the ability to work remotely are available for many roles
Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners
Robust time-off plan (21 days of PTO in your first year)
Two paid volunteer days and 11 paid holidays
12 weeks paid parental leave for all new parents
Six weeks paid sabbatical after six years of service
Educational Assistant Program and Clinical Employee Reimbursement Program
401(k) with up to 4% match
Stock options
And much more!
At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.
