Outreach Specialist

firsthand Health; United States; On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Health benefits for full-time staff

Parental leave

Vacation days

Job summary

firsthand Health in the United States is seeking an Outreach Specialist to perform telephonic outreach and remotely connect individuals with SMI/SUD to local care teams. You will collaborate with care managers and peer supports to drive engagement and ensure the first contact leads to ongoing participation in the care model.

The role emphasizes empathy, strong communication, and ability to work within a multidisciplinary team, with a training period and ongoing professional development.

Qualifications

• Empathy, compassion, and approachability.
• Excellent listening, communication, and interpersonal skills.
• Personal knowledge of recovery and/or behavioral health.
• Patience, persistence and a desire to help individuals experiencing SMI and/or SUD on their wellness journey.
• Comfort working collaboratively within multidisciplinary team.
• Demonstrated mastery with smartphones, email, messaging services, and apps.
• Openness to feedback and commitment to professional growth.

Responsibilities

• Perform initial and ongoing telephonic outreach to individuals and community providers.
• Support individuals health needs by scheduling appointments with the local team, such as an initial engagement session.
• Build trust and relationships by addressing immediate needs and helping individuals identify and pursue recovery goals.
• Serve as primary point-of-contact, using engagement techniques to facilitate ongoing connection to supportive services.
• Provide timely documentation of encounters and participate in case reviews and team collaboration.
• Participate in ongoing training and professional development.
• Understand that the role may evolve over time.

Skills

Empathy

Active listening

Communication

Interpersonal skills

Recovery knowledge

Team collaboration

Tech literacy

Tools

Smartphones

Email

Messaging apps

Job description

firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians. Our teams focus on meeting each individual where they are and walking with them side by side as a trusted guide and partner on their journey to better health.

firsthand's team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health plan partners, we are changing the way our society supports those most impacted by SMI.

We are cultivating a team of deeply passionate problem-solvers to tackle significant and complex healthcare challenges with us. This is more than a job—it's a calling. Every day, you will engage in work that resonates with purpose, gain wisdom from motivated colleagues, and thrive in an environment that celebrates continuous learning, creativity, and fun.

We named our company firsthand because we believe that lived, or “firsthand,” experience is invaluable for gaining trust and building meaningful relationships. Because of that, we have many Peer Recovery Specialists that play a critical role in both outreach and engagement, supporting individuals living with SMI to achieve and maintain both behavioral and physical wellness. Internally, we refer to this important role as a firsthand Guide (fG). While our fGs in many markets ably support these individuals with the initial outreach and long term engagement within our care model, we are introducing a new role: an Outreach Specialist (oS).

PREFERRED TO LIVE IN: FLORIDA, MICHIGAN, OHIO, VIRGINIA, or WASHINGTON STATE

Our Outreach Specialists carry much of the same expertise as a Peer Recovery Specialist, however they will focus uniquely on making outreach to our newest individuals – and ensuring they get connected to their local fG. This is a role that will be performed entirely telephonically or remotely. The oS will partner closely with the firsthand care team to drive long term engagement into our care model – working closely with our local Managers of Community Operations (MCOs) and local fGs. They will act as the point of contact to make the initial outreach, ultimately ensuring they understand the firsthand care model, and are connected to their local team to engage longitudinally.

As an OS, you will:

• Perform initial and ongoing telephonic outreach to our individuals and community providers
• Support individuals health needs by scheduling appointments with the local team, such as an initial engagement session
• Build trust and relationships by addressing immediate needs and empowering individuals to identify and pursue personal recovery goals by teaching them about the firsthand care model
• Serve as the primary point-of-contact, using advanced engagement techniques to facilitate ongoing connection and engagement in supportive services
• Provide timely and thorough documentation of encounters and participate in case reviews and team collaboration, as needed
• Participate in ongoing training and professional development
• Understand that as firsthand learns and grows, your role will constantly evolve. This job description represents many key elements of this role, but they are subject to change

OSs should have:

• Empathy, compassion, and approachability
• Excellent listening, communication, and interpersonal skills
• Personal knowledge of recovery and/or behavioral health
• Patience, persistence and a desire to help individuals experiencing SMI and/or SUD on their wellness journey
• Comfort working collaboratively within multidisciplinary team
• Demonstrated mastery with technical tools like smart phones, email, messaging services, and apps
• Openness to receiving feedback and a commitment to professional growth

The required experience you bring to this role includes:

Lived experience with SMI and/or SUD and recovery.

• State Peer Recovery certification, or eligibility and willingness to obtain certification within six (6) months of employment
• Team members will complete a paid training period prior to serving individuals and must pass assessments to move forward.

Bonus points for:

• Experience with direct in-person outreach and engagement for individuals with SMI and SUD
• Expertise in recovery education and coaching
• Understanding of whole health and trauma-informed approaches to peer support
• Familiarity with local community resources, behavioral health systems, and the criminal justice system (e.g., mental health and drug courts)
• Eagerness to expand knowledge about a broad range of health conditions
• Valid driver’s license in good standing, with the ability to operate a vehicle (company vehicle may be provided) and eligibility to drive under the company’s insurance policy
• Interest in gaining a Community Health Worker (CHW) Credential after hire, or already holds one

Hourly Pay Rate: $20 — $20 USD

Benefits

For full-time employees, our compensation package includes base, equity (or a special incentive program for clinical roles) and performance bonus potential. Our benefits include physical and mental health, dental, vision, 401(k) with a match, 16 weeks parental leave for either parent, 15 days/year vacation in your first year (this increases to 20 days/year in your second year and beyond), and a supportive and inclusive culture.

Vaccination Policy

Employment with firsthand is contingent upon attesting to medical clearance requirements, which include, but may not be limited to: evidence of vaccination for/immunity to COVID-19, Hepatitis B, Influenza, MMR, Chickenpox, Tetanus and Diphtheria. All employees of firsthand are required to receive these vaccinations on a cadence/frequency as advised by the CDC, whereas not otherwise prohibited by state law.

New hires may submit for consideration a request to be exempted from these requirements (based on a valid religious or medical reason) via forms provided by firsthand. Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption. Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed.

Unfortunately, we are not able to offer sponsorship at this time.

firsthand Health will only contact candidates from email addresses ending in @firsthandcares.com. Any communication from another domain claiming to represent firsthand is fraudulent. We will never ask for payment or sensitive financial information during the hiring process. If you receive suspicious outreach, please do not respond.