Outreach Specialist/Care Coordinator - Greater Seattle, Washington - Waymark

Job location: (Greater Seattle or Snohomish County) - US

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 serve as Waymark’s primary liaison with healthcare providers, 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 our patients and 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 Therapists, Pharmacists, and Community Health Workers. 

Responsibilities 

• Conduct outreach to individuals eligible for Waymark by phone and SMS to establish a relationship, introduce them to Waymark, and provide support. 
• Achieve individual patient engagement goals by fostering trust and high engagement rates through effective, empathetic, and credible patient communication.
• Support patients by listening, helping navigate and facilitating connections to healthcare and social resources, and supporting referrals to other Waymark care team members.
• Review and interpret patient data and healthcare utilization information from Electronic Health Records (EHRs) or other data sources to assist with the Waymark care team’s coordination and prioritization of patient care.
• Serve as a primary day-to-day contact, and build trusted, collaborative relationships with healthcare provider partners and community organizations. 
• Communicate with primary care teams and other providers through multiple avenues (potentially including secure email, EHR messaging, and phone calls) to review patient updates and coordinate next steps.
• Participate in weekly Waymark care team huddles and partner with the full care team (Pharmacists, Licensed Therapists, and Community Health Workers) to support coordinated patient care.
• Navigate a variety of technology systems to document each patient outreach and encounter accurately, and to help coordinate the broader team’s outreach efforts.
• Collaborate with the Waymark support team to test and refine internal workflows and inform more efficient processes for supporting patient care.
• This is a hybrid role, involving mainly remote work from home as well as meeting within healthcare provider/community facilities, as needed.

Minimum qualifications

• Passion for working with diverse communities in an empathetic, inclusive, accessible, and professional manner.
• ​​Friendly, energetic, and enthusiastic personality with a patient service orientation.
• Experience with telephonic outreach, call center or other sales/customer service roles, preferably within the healthcare service industry.
• Excellent verbal and written communication skills and comfort tailoring communication to credibly and concisely communicate with primary care physicians and patients.
• Highly organized and self-motivated to work independently and manage schedules efficiently.
• Strong computer skills with experience and comfort using technology to manipulate spreadsheets and patient lists, and for virtual communication, scheduling, and documentation, including Google Workspace.
• Comfortable with ambiguity and taking on a variety of tasks as needed and energized by working in a fast-paced startup environment.
• Reside within the greater Seattle or Snohomish County areas.

Preferred qualifications 

• Experience in a healthcare delivery setting, preferably communicating with medical providers
• Experience with care coordination or working in an outpatient clinic or doctor’s office.
• Experience with healthcare data and/or Electronic Health Records.
• Multilingual capabilities.
• Knowledge of managed care / health insurance.
• Knowledge of Greater Seattle or Snohomish County and surrounding communities and Medicaid populations.

Salary Range: $26.40/hour - $30.40/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.

Don’t check off every box in the requirements listed above? Please apply anyway! Studies have shown that marginalized communities - such as women, LGBTQ+ and people of color - are less likely to apply to jobs unless they meet every single qualification. Waymark is dedicated to building an inclusive, diverse, equitable, and accessible workplace that fosters a sense of belonging – so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to still consider submitting an application. You may be just the right candidate for this role or another one of our openings!