The Heart & Science of Healthcare. Titanium Healthcare uses its depth of scientific processes and analytical capabilities to focus on the patients who do not get the right support structures in the current healthcare system and will deliver savings through reduced hospitalizations, readmissions, utilization, and lower cost care delivery platforms. Titanium Healthcare seeks risk relationships with partners who desire to make material changes in the delivery structure.

The following Job Description will cover the requirements and expectations for the Outreach Leader position.

Position Responsibilities:

• Hiring, training, and preparing outreach staff to respond to members’ questions, complaints and troubleshoot problems with the EMR system “eClinicalWorks” and other health plan platforms.
• Ensuring outreach staff understand and comply with all outreach objectives, performance standards, and policies.
• Answering outreach staff questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating the staff performance, providing learning or coaching opportunities, and taking corrective actions, if necessary.
• Preparing reports and analyzing data to assist outreach management as they determine outreach goals.
• Work with other supervisors and management team members to support outreach and member enrollment.
• Performs other duties as assigned or required.

Position Requirements: Bilingual (Spanish)

• Fluent in English and Spanish (written and verbal).

• High school diploma or equivalent, but more education, especially in management, is preferred.
• 5+ years of call center, customer service, or supervisory experience is required.

• Experience navigating or helping people navigate medical clinic, medical insurance, and/or social services.

• Proficiency with technology, especially computers, software applications, and phone systems.

• Experience with Microsoft programs including but not limited to: Excel, word, PowerPoint.

• Exceptional verbal and written communication skills.
• Strong understanding of CalAIM, ECM/CS policies and procedures and EMR systems.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations.
• Ability to work independently and carryout assignments to completion within the parameters of established policies and procedures.

• Must possess a valid California driver's license.
• Ability to operate a vehicle and travel to meet with assigned members around the community and different counties in California as required or requested.

• Consistently operating a computer and other office equipment such as a telephone, calculator, copy machine, and printer.
• Ability to stand/walk for extended periods of time.
• Frequently moving or carrying office equipment weighing up to 15-30 pounds.

Travel Requirements: Must be willing to work at both locations.

Coverage Area: Outreach Leader is required to travel to monitor street outreach for potential members listed on the member information file (MIF). Outreach Leader is required to travel to events designed to promote Titanium and generate potential member referrals. Outreach leader will be traveling throughout the state of California to assist in monitoring outreach staff performance and service provided.