ORGANIZATIONAL BACKGROUND:

The Central California Asthma Collaborative (CCAC) is a non-profit organization dedicated to reducing the burden of asthma and other health disparities in the San Joaquin Valley.

POSITION SUMMARY:

Under the direction of the CARES Regional Manager, the Outreach and Intake Specialist is responsible for conducting initial outreach and enrolling individuals into the Comprehensive Asthma Education and Remediation Services (CARES) Program. The primary duties include contacting potential participants via phone, providing information about the program, verifying eligibility, gathering necessary documentation, and guiding applicants through the enrollment process. This position serves a crucial role in ensuring a smooth and efficient intake process while maintaining excellent customer service.

Primary Responsibilities

• Conduct outbound calls to prospective individuals who are eligible for the CARES program.
• Explain the CARES program details, benefits, and requirements clearly to ensure understanding of the program.
• Guide individuals through the enrollment process, ensuring all necessary steps are completed.
• Schedule initial home visits with Community Health Workers.
• Conduct follow-up calls as necessary to complete the enrollment or address questions.
• Collect and verify all required information and documentation for program eligibility.
• Ensure accuracy of participant data, including personal information, medical, and any other relevant details.
• Provide exceptional customer service, addressing questions and concerns in a timely and professional manner.
• Maintain accurate and up-to-date records of all interactions, enrollments, and eligibility documentation in the program database.
• Follow internal protocols for data entry and documentation.
• Work closely with other team members and departments to ensure a seamless enrollment and scheduling process.
• Provide regular updates to the CARES Regional Manager regarding progress, challenges, and participant trends.
• Participate in team meetings to discuss improvements to intake processes and procedures.
• Adhere to all applicable regulations, confidentiality agreements, and compliance standards, particularly around sensitive personal and medical information.
• Stay up-to-date with program policies, procedures, and any changes that may affect enrollment.
• Perform all other CCAC duties as assigned.

Core Competencies

• Oral Communication: Speaks clearly and persuasively in individual and group settings; listens and requests clarification as needed; responds well to questions.

• Written Communication: Writes clearly; varies writing style to meet needs; presents data effectively; able to read and interpret written information; strong editing skills.
• Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others views; gives and welcomes feedback, contributing to building a positive team spirit; able to build morale and group commitments to goals and objectives; supports staffs efforts to succeed.
• Innovation: Displays original thinking and creativity. Meets challenges with resourcefulness. Generates suggestions for improving work. Develops innovative approaches and ideas.
• Professional Development: Completes all CCAC Program Modules and CCAC required training.

QUALIFICATIONS AND SKILLS

• Associates degree (any field) required.
• 2+ years of experience in customer service, intake, or enrollment roles preferred.
• Experience with phone-based customer interactions is a plus.
• English and Spanish fluency required.
• Strong verbal communication skills with a clear, friendly, and professional phone demeanor.
• Exceptional listening skills and ability to explain information in simple, understandable terms.
• Ability to manage multiple tasks, prioritize effectively, and meet productivity goals.
• Experience working with community-based organizations preferred.
• Demonstrated commitment to community education, environmental and social justice, and healthcare access.
• Demonstrated attention to detail, organization, reliability, flexibility, and professionalism.
• Must demonstrate the ability to be culturally competent in all respects.

PHYSICAL REQUIREMENTS:

Lift up to 20 (twenty) pounds.

ACCESS TO SENSITIVE INFORMATION: Must maintain confidentiality of personal client and staff information exposed to when working in files and preparing reports.