Outreach Specialist / Care Coordinator - Greater Richmond, Virginia

Waymark is a team of healthcare providers, technologists, and builders whose mission is to bring the best healthcare to people with Medicaid benefits.  Guided by the communities we serve, we bring support and technology-enabled care to help primary care providers keep Medicaid patients healthy.  We are building the tools and designing an approach to enable care to reach the patients who can benefit most.  

Our core values embody the essence of what makes Waymark a unique team today, and what we look for, nurture, and sustain as a team. We are bold builders, believing that the greatest challenges in care delivery can be solved when we harness the power of community and technology. We are humble learners, seeking feedback and perspectives different from our own, and welcome challenges to our conclusions. We experiment to improve, actively seeking data to inform decisions and to assess our own performance. We act with focused urgency, our commitment to our mission drives us to tirelessly pursue results.

If this vision resonates with you, we hope you consider bringing your creativity, your energy, your curiosity to Waymark.

About this role

As an Outreach Specialist/Care Coordinator in the region, you will be Waymark’s frontline presence in and alongside healthcare facilities, often our first point of contact with our patients, and a key member of a startup team helping to shape and refine our workflows and build strong relationships with primary care physician partners. You will work to improve the health of patients from low- income communities by fostering trust and connecting them with various providers and resources. You will be part of a care team that is multidisciplinary and includes Licensed Clinical Social Workers, Pharmacists, and Community Health Workers. 

Responsibilities

• Initiate outreach to new patients and facilitate connections to healthcare resources and support referrals to care team members telephonically, via SMS, via video, or in-person. 
• Foster trust and improve patient engagement rates through effective, empathetic, and credible patient communication.
• Collect, review and analyze patient data from Electronic Health Records (EHRs) or other data sources to assist monitoring and prioritization of patient care and to improve utilization of preventative care.
• Communicate with primary care providers through multiple avenues (potentially including EHR messaging and in-person meetings with providers to review patient updates).
• Serve as a primary day-to-day contact, and build trusted, collaborative relationships with healthcare facility providers. 
• Participate in weekly Waymark care team huddles and partner with the full care team (Pharmacists, Licensed Clinical Social Workers, and Community Health Workers) to support coordinated patient care.
• Accurately document each patient encounter in detail.
• Collaborate with the Waymark support team to test and refine internal workflows and co-design more efficient processes for supporting patient care.
• This is a hybrid role, involving remote work from home as well as working within healthcare provider facilities, as needed.

Minimum qualifications

• Excellent verbal and written communication skills.
• Comfort tailoring communication to credibly and concisely communicate with primary care physicians and to communicate with patients in an empathetic and accessible manner.
• Highly organized and self-motivated to work independently and manage schedules efficiently.
• Customer service and/or sales experience.
• Experience with Electronic Health Records.
• Experience in a healthcare delivery setting, preferably communicating with medical providers.
• Passion for working with diverse communities in an empathetic, inclusive, and professional manner.
• ​​Friendly, energetic, and enthusiastic personality with a client service orientation.
• Comfort navigating a variety of technology platforms including Google Workspace.
• Reside in Greater Richmond, and have regular access to a car to facilitate travel within the Greater Richmond region. Travel required within the surrounding counties (up to 30%)
• Must be able to virtually attend a local 3-week-long paid training program as part of your onboarding.

Preferred qualifications 

• Experience in care coordination, patient outreach or working in an outpatient clinic or doctor’s office.
• Multilingual capabilities.
• Knowledge of managed care / health insurance.
• Knowledge of Richmond and/or Hampton Roads communities and Medicaid populations.

Hourly Rate Range: $20.30/hour - $24.43/hour.  Compensation will depend on multiple factors, including job location, training, education, and experience.

Benefits and Other Compensation: Medical, vision, dental, basic life insurance, and stock options available for the hired applicant.  Employees also receive twenty (20) vacation days, accrued over the year and eleven (11) paid holidays throughout the calendar year. Sixteen (16) weeks of parental leave for birthing parents will also be available for use after successful completion of six (6) months of employment, eight (8) weeks of bonding leave for non-birthing parents.  Employees are able to enroll in our 401(k) plan and commuter benefits plan. 

COVID Vaccination: Waymark has adopted a policy on mandatory full vaccination to safeguard our employees, our partners, and the patients we serve from the hazard of COVID-19.  As a healthcare company, we believe it is important for our employees and actions to reflect the best available science and the interests of public health.  You will be asked to attest to your COVID vaccination status before an offer of employment is made.