Overview:
We are seeking a highly motivated Spanish Bilingual Outreach Specialist to support our SCM (Social Care Management) program. This role is responsible for connecting with Spanish-speaking individuals, building rapport, educating them about available services, and assisting them throughout the enrollment and engagement process. The ideal candidate is an excellent communicator who is passionate about helping others and can confidently handle outbound calls while maintaining professionalism, empathy, and accuracy.
Key Responsibilities:
- Conduct outbound calls to Spanish-speaking individuals regarding the SCM program.
- Explain program benefits, eligibility, and available support services.
- Build trust and establish positive relationships with potential participants.
- Answer questions and address concerns professionally in both English and Spanish.
- Accurately document all interactions in the CRM or assigned system.
- Follow outreach scripts while adapting conversations naturally.
- Schedule appointments or transfer qualified participants when appropriate.
- Meet daily outreach and engagement goals.
- Maintain confidentiality and comply with HIPAA and company policies.
- Collaborate with supervisors and team members to improve outreach performance.
Qualifications:
Required
- Fluent in Spanish and English (spoken and written).
- Excellent communication and interpersonal skills.
- Previous experience in outbound calling, customer service, appointment setting, or outreach.
- Strong active listening and objection-handling skills.
- Comfortable speaking with individuals from diverse backgrounds.
- Reliable internet connection and a quiet work environment.
- Strong computer skills and ability to learn new software quickly.
Preferred
- Experience in healthcare, social services, care coordination, or community outreach.
- Experience working with Medicaid, Medicare, or managed care programs.
- Familiarity with CRM systems.
- HIPAA knowledge or certification is a plus.
Tools
- CRM System
- Google Workspace
- Microsoft Office
- Dialer/VoIP System
- Internal Healthcare Platforms (training provided)
Success Measures:
- Daily outbound call volume achieved.
- Participant engagement and enrollment rate.
- Appointment conversion rate.
- Accurate and timely documentation.
- Quality assurance/compliance scores.
- Attendance and reliability.
- Positive participant experience and satisfaction.
Ideal Candidate:
- Fluent Spanish-English bilingual professional.
- Friendly, patient, and empathetic communicator.
- Confident making high-volume outbound calls.
- Goal-oriented and self-motivated.
- Organized with strong attention to detail.
- Passionate about helping underserved communities access healthcare and social services.
Work Setup:
- Remote
- Full-Time
- Aligned with U.S. business hours (specific schedule to be discussed during the interview)
