Outreach Representative

Boca Recovery Center; Springfield (MA); On-site; CAD 60,000 - 88,000; Full time

Benefits offered by this job

Health Insurance

Retirement Plans

Disability Coverage

Paid Time Off

Continuing Education & Professional  |

Job summary

Boca Recovery Center is seeking an Outreach Representative to connect the Outreach Department, Call Center, and Admissions in Springfield MA. You will manage inbound and outbound referrals, support entry into treatment, and help coordinate aftercare and stepdowns across the care continuum.

The role emphasizes strong communication, organizational skills, and CRM usage to ensure timely transitions and accurate reporting for leadership.

Qualifications

• High school diploma or GED required; an associate degree preferred.
• Experience in business development, outreach, admissions, or referral management in behavioral healthcare.
• Hands-on Salesforce or other CRM experience for tracking and documentation.

Responsibilities

• Inbound Referral Management: Oversee inbound referrals and after-hours coverage.
• Ensure intake protocol compliance with Admissions leadership.
• Engage with referred clients to support entry into treatment.
• Outbound Referral Coordination: Collaborate with Outreach Directors and Call Center.
• Act as liaison for referred patients and external partners for appropriate placements.
• Aftercare & Stepdown Planning: Track stepdowns and coordinate timely transitions in Salesforce.
• Reporting & Data Management: Generate Salesforce reports and maintain data integrity.
• Communication & Issue Resolution: Identify trends and keep leadership informed.

Skills

Excellent communication

Interpersonal skills

Organizational skills

Problem solving

Education

High School Diploma or GED

Associate's Degree preferred

Tools

Salesforce

CRM software

Microsoft Office

Job description

Job Title: Outreach Representative

Location: On site Springfield MA, M-F 9-5
Department: Outreach
Reports To: National Director of Strategic Development
Employment Type: Full-Time

About Us

Founded in 2016, Boca Recovery Center is a nationally recognized addiction treatment provider specializing in substance use disorders and co-occurring mental health conditions. With locations in Florida, New Jersey, Indiana, and Massachusetts; we deliver evidence-based clinical care in a supportive, structured environment. Our team is committed to providing trauma-informed, client-centered services that promote lasting recovery.

Job Summary

The Outreach Representative serves a critical role in connecting the Outreach Department, Call Center, and Admissions teams to streamline referral management, stepdown planning, and aftercare coordination. This individual ensures the efficient handling of both inbound and outbound referrals while supporting client outcomes and maintaining strong external partnerships.

This role is ideal for a results-driven professional with experience in business development, partnership management, or admissions within behavioral healthcare.

Key Responsibilities

Inbound Referral Management

• Oversee the proper handling of inbound referrals by the Call Center, including after-hours coverage when needed.
• Ensure compliance with intake protocols by working closely with the Director and Assistant Director of Admissions.
• Engage directly with referred clients when necessary to support their entry into treatment.

Outbound Referral Coordination

• Collaborate with Outreach Directors and the Call Center to manage outbound referrals when Boca Recovery Center cannot admit a patient (e.g., insurance or capacity limitations).
• Act as liaison for referred patients and external partners to ensure appropriate placements.

Aftercare & Stepdown Planning

• Track and manage patient stepdowns from detox and residential programs to lower levels of care.
• Coordinate with facility teams to ensure timely transitions and documentation in Salesforce.

Reporting & Data Management

• Generate reports in Salesforce on referral activity and performance trends.
• Maintain high standards of data integrity (within 2% margin of error).
• Deliver timely updates to Outreach and Strategic Development leadership.

Communication & Issue Resolution

• Identify trends, address pipeline issues, and collaborate cross-functionally to resolve bottlenecks.
• Keep leadership informed of partner health, process gaps, and referral outcomes.

Key Performance Expectations

• Refer-Out to Referral Admit Conversion Rate: Minimum 20% monthly.
• Reporting Accuracy: Timely and precise reports that support strategic goals.
• CRM Data Accuracy: Salesforce data must be consistently accurate and up to date for reporting.

Education

• High School Diploma or GED required; Associate's Degree preferred.
• Professional experience may substitute for formal education.

Experience

• Background in business development, outreach, admissions, or referral management in behavioral healthcare.
• Strong understanding of addiction treatment and the full continuum of care.
• Hands-on experience with Salesforce or other CRMs for tracking and documentation.

Skills & Knowledge

• Knowledge of addiction, treatment protocols, and industry referral networks.
• Excellent communication and interpersonal skills.
• Highly organized with a proactive and problem-solving mindset.
• Proficient in Microsoft Office and EMR systems.

Work Environment & Physical Demands

• Setting: 80–90% indoors in a temperature-controlled environment.
• Physical Activity: Sitting, standing, walking, reaching, occasional lifting (up to 50 lbs).
• Mental Stress: Medium to high stress with frequent collaboration.
• Standard Precautions: Category III – no routine exposure to blood or bodily fluids.
• Workplace Risk: Low potential for workplace violence.
• Screening Requirements: Local background check.

Why Join Us?

At Boca Recovery Center, we pride ourselves on building strong community relationships and delivering best-in-class care. As an Outreach Representative, you’ll play a vital role in bridging care and connection—supporting our mission to help individuals recover with dignity and respect.

Boca Recovery Center offers a comprehensive benefits package, including:

• Health Insurance
• Retirement Plans
• Disability Coverage
• Paid Time Off
• Continuing Education & Professional Development Opportunities

Boca Recovery Center is an Equal Opportunity Employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join Boca Recovery Center and make a meaningful impact through expert, compassionate care in a mission-driven environment focused on recovery and wellness.