Community Outreach Representative

Hope Harbor Wellness; Louisville (KY); On-site; USD 40,000 - 55,000; Full time

Job summary

Hope Harbor Wellness in Kentucky seeks a dedicated professional to manage relationships with referral partners and execute outreach strategies. The role involves converting inquiries into admissions and database management, ensuring aligned communications within teams.

The ideal candidate holds a High School Diploma and possesses strong communication skills, knowledge of mental health disorders, and experience with CRM systems, operating in a supportive environment to drive client admissions.

Responsibilities

• Identify and maintain relationships with referral partners.
• Develop and execute outreach plans to expand business.
• Convert inquiries into admissions and manage the admissions process.
• Track metrics to improve outreach effectiveness.

Skills

Excellent written and verbal communication skills

CRM system knowledge

Understanding of mental health disorders

Knowledge of confidentiality requirements

Education

High School Diploma or equivalent

Job description

Hope Harbor Wellness is a trusted provider of comprehensive addiction and mental health treatment services, dedicated to transforming lives through individualized, patient-centered care. Based in Hiram, Georgia, our facilities deliver a full continuum of evidence‑based services, including medical detoxification, residential treatment, outpatient care, and ongoing aftercare. We prioritize creating a safe, compassionate, and supportive environment to empower clients on their journey to recovery and lasting wellness.

Responsibilities

• Identifies, builds, and maintains strong, effective relationships with key referral partners, including hospital staff, discharge planners, outpatient providers, and community agencies. Actively seeks opportunities to expand the referral network through outreach and relationship development.
• Develops and executes a structured outreach plan that deepens high‑value partnerships and generates new sources of business.
• Actively maps market contacts, prioritizes relationship‑building activities, and maintains a disciplined visit/call schedule to support consistent referral volume growth.
• Effectively converts general inquiries into admissions by managing the full admissions process, including eligibility screening, benefit verification, and collaboration with internal teams.
• Monitors the collection and obtainment of medical records during the intake process.
• Plans, schedules, and conducts facility tours for prospective clients, families, and key stakeholders by showcasing program offerings, amenities, and safety standards while upholding confidentiality and delivering a consistent brand experience.
• Communicates clearly and consistently with admissions, clinical, and leadership teams regarding client referrals, potential admits, and pipeline updates.
• Manages all client and referral data within the organization’s CRM, ensuring accurate and timely documentation of leads, activities, referral partner interactions, and admissions outcomes.
• Utilizes CRM for documentation of all outreach activities, regularly reviews reports and trends, and collaborates with leadership to improve tracking and workflow processes.
• Tracks and evaluates Call Tracking Metrics (e.g., volume, conversion rate, follow‑ups) to drive outreach effectiveness and meet Key Performance Indicators (KPIs).
• Proactively identifies obstacles within the referral pipeline and partners with internal departments and external contacts to implement solutions.
• Streamlines referral workflows to reduce friction points and strengthen partner engagement and satisfaction.
• Maintains a working knowledge of treatment modalities, levels of care (e.g., detox, residential, PHP, IOP), and best practices in treating substance use and co‑occurring disorders.
• Assists the clinical team with discharge planning when needed, including identifying and contacting appropriate aftercare providers or facilities.
• Demonstrates familiarity with managed care and behavioral health insurance benefits; experience in insurance‑related processes is a plus.
• Works independently with minimal supervision, demonstrates sound judgment, and adapts to dynamic scenarios.
• Always maintains professional appearance and demeanor and adheres to organizational policies regarding conduct and dress.
• Submits all business‑related expenses in a timely manner and within established spending policy and procedure.
• Prepares for and participates in regular performance reviews and strategic planning sessions as required by leadership.

Qualifications

Education

• High School Diploma or equivalent

Knowledge & Skills

• Excellent written and verbal communication skills.
• CRM system knowledge.
• Understanding of mental health disorders, substance use disorders, and co‑occurring conditions.
• Awareness of the behavioral health system, including services, treatments, and HIPAA regulations.
• Knowledge of confidentiality requirements and HIPAA regulations.

Competencies

• Time‑management
• Multi‑tasking abilities
• Organizational skills
• Problem‑solving abilities
• Attention to detail
• Active listening