Sales Associate Outreach Team Member

As an Outreach Team Member at Pacific Health Group, you will be the first point of contact for individuals who qualify for Enhanced Care Management (ECM). This role goes beyond outreach—it’s about building trust, breaking down barriers, and ensuring that underserved community members receive access to healthcare resources that improve quality of life. You will combine sales acumen, empathy, and healthcare knowledge to connect people with services they might otherwise miss.

This position is ideal for someone who thrives in mission-driven work, is resilient in the face of rejection, and can turn complex healthcare systems into clear, accessible benefits for individuals and families.

Responsibilities

1. Outreach & Engagement

• Initiate contact through multiple channels : phone, SMS, email, live chat, social media, and in-person outreach (in coordination with field teams).
• Leverage data-driven lead lists to prioritize high-need individuals while ensuring a personal, human-centered approach.
• Develop tailored messaging strategies based on the prospect’s health conditions, demographics, and communication preferences.
• Contact a list of leads assigned to your account for campaign fulfillment and outreach efforts for member enrollment.

2. Program Enrollment & Education

3. Relationship Building

4. Collaboration & Teamwork

5. Reporting & Accountability

Requirements

Core Skills

Technical Skills

Experiential Skills

Preferred

Success Measures

Quantitative Metrics

Qualitative Metrics

Example Scenarios

Scenario 1 : Cold Calling a High-Need Member

You receive a list of Medicaid members who qualify for Enhanced Care Management based on chronic conditions. You call Mr. Johnson, who has diabetes and heart failure. He’s hesitant because he “doesn’t want more doctor appointments.” You explain that ECM actually coordinates his existing appointments and provides free transportation. You share how another participant with similar conditions reduced ER visits by 70% through the program. After reassurance, Mr. Johnson agrees to an initial assessment.

Scenario 2 : Coordinating Service s for a Family

You are assigned a patient list from our healthcare provider network. One member, Ms. Rivera, initially insists that her son’s guardian is managing care. While speaking with her, you identify that her son has speech therapy needs that are not being met. You educate her on how ECM can fill the gap by connecting with a local therapist at no extra cost. By showing empathy and identifying an unmet need, you secure her agreement to enroll her son.

Scenario 3 : Following Up on a Provider Referral

Dr. Smith refers Ms. Williams, a patient with multiple chronic conditions who frequently misses appointments. During your call, Ms. Williams voiced frustration with managing her medications and transportation. You highlight how ECM provides a dedicated care coordinator who simplifies her care, arranges rides, and connects her to food programs. Initially resistant, Ms. Williams changes her mind when you emphasize that the program is free, and agrees to an intake assessment.

Scenario 4 : Digital Outreach via Chat & SMS

A patient uses the “Need Help?” widget on our website. Ms. Garcia asks about transportation services but is nervous about sharing personal data online. You reassure her about HIPAA protections and offer to shift the conversation to SMS. Over text, you confirm her eligibility, send a secure intake link, and schedule her video call. By day’s end, Ms. Garcia is successfully enrolled—all without a phone call.

Scenario 5 : Handling a Decline with Persistence & Retargeting

You reach out to Mr. Lee, who qualifies for ECM due to COPD and mobility challenges. He declines, saying he “doesn’t want another program calling.” Instead of pushing, you validate his frustration and log the interaction. Two weeks later, during your scheduled retargeting follow-up, you call again and share a success story about another member who avoided hospitalization after joining ECM. This time, Mr. Lee expresses curiosity. By the end of the call, he agrees to a free assessment—showing how persistence and empathy can convert an initial “no” into a positive outcome.

Training & Development

Pacific Health Group invests in continuous professional growth. Outreach Team Members will receive :

Culture & Mission Alignment

We are looking for team members who embody Pacific Health Group’s core values :

Benefits

AI & Human Interaction (HI) in Recruitment

Pacific Health Group is committed to fairness, equity, and transparency in our hiring practices. We use AI (Artificial Intelligence) tools to help match candidate resumes against our job descriptions, focusing on qualifications, skillsets, and location.

All resumes that meet these criteria are then reviewed by HI (Human Interaction) — our recruiting and HR team. Pacific Health Group remains true to our Equal Employment Opportunity (EEO) statement , ensuring that every candidate is given fair and consistent consideration.