Description: Outreach Liasion

Classification: Contractor Role, up to 25 hours per week

Date: As soon as available. Open until filled

Pay: $25 per hour

Hours per weekday shift: 5

Operating hours:
Monday-Friday 9:00am – 7:30pm PST
Saturday-Sunday 2:00pm – 7:00pm PST

Mission: Futuro Health’s mission is to increase the health and wealth of communities by growing the largest network of allied health workers in the nation, starting in California. We believe that investing in education and skills training and retraining results in better-paying jobs for workers, better care for patients, and better workers for employers to hire.

Futuro Health is on track to graduate 10,000 students by 2024 to help fill the nation’s critical demand for healthcare workers. Allied health workers comprise 60% of the nation’s healthcare workforce.  California alone is estimated to need approximately 500,000 new allied healthcare workers by 2024.  Since our launch in 2020, Futuro Health already has supported over 5,000 diverse adults, of whom are 80% are ethnically diverse and 51% are bilingual, in their educational journey.

Futuro Health’s solutions activate best practices in workforce development:

• Consulting employers on their needs.
• Offering generous tuition scholarships to invite diversity.
• Curating and commissioning education programs – at scale.
• Focusing attention on both interpersonal and technical skills.
• Providing adult-friendly onramps and live support system that lead to student success.
• Empowering student’s education-to-work transition.
• Employing data science to continuously improve the student journey.

More on Futuro Health can be found at www.futurohealth.org.

Why Should You Join Futuro Health: Do you seek to change lives for the better? Do you want a role in designing solutions or providing direct services that make a difference to students, communities and/or the nation? Have you shown grit when it comes to taking on challenges and pushing forward to resolution?

Our team of talents share a commitment in Futuro Health’s nonprofit mission. We celebrate when we can match individuals to opportunity. We bring our skillsets, a can-do attitude, and a sense of team to our everyday work of establishing new models of education to work. We know it takes us all to design agile, scalable and inclusive solutions that meet the big challenges of the day, ranging from worker shortages, social and economic mobility, to equity in care. If these values speak to you, apply to become part of the Futuro Health team.

Position Summary

The Outreach Liaison will focus on phone, text, and email outreach to prospective and current Futuro Health scholars. The Outreach Liaison will primarily provide support to the new scholar population, aiding through the application process, general inquiry phase, and seeing students through payment completion and enrollment. Outreach Liaisons will assist Futuro Health Coaches with conversion, providing one on one support to scholars as needed throughout their educational journey. Outreach Liaisons are acting representatives of Futuro Health and are expected to increase brand loyalty through professional and meaningful scholar interactions.

Primary Duties and Responsibilities:

• Identify and contact populations that need outreach or additional support with their application and/or registration process
• Contribute to scholar retention, enrollment conversion, and/or career outcomes through outreach to unresponsive and at-risk populations
• Maintain accurate and up to date student information using CRM; including but not limited to the regular update of student statuses, detailed conversational notes, and secure document collection
• Use best practices and sound judgement to identify when a student is in crisis and escalate appropriately
• Maintain a working knowledge of all Futuro Health Programs and offerings
• Troubleshoot lower-level technical issues as they arise
• Assist supervisor with resource updates and documentation of procedures
• Work closely with Instructors of Record for in-house programs to identify key outreach opportunities that would encourage higher completion percentage
• Report on student population based on collected data and advocate on behalf of students by tracking areas of difficulty along students’ life cycle
• Assist prospective students in effectively navigating admissions and enrollment processes to ensure they meet deadlines as needed to support the Futuro Health Coach Team.
• Coordinate with educational partners as necessary to gather accurate information for interested students
• Meet exceptional customer service standards, responding in a timely manner to voicemails, text messages, emails according to service standards and outreach scheduling.
• Work closely with the team to ensure that student escalations are coordinated by urgency level and addressed in a timely manner
• Other duties as assigned

General:

• To maintain security, employees are required to read, understand, and follow company security policies
• Must protect the confidentiality of student personal information and comply with Family Educational Rights and Privacy Act (FERPA)
• Must comply with all company procedures and policies, including company privacy and security policies
• Must have proficient spelling/grammar, and intermediate computer literacy

Minimum Qualifications:

• Bachelor’s degree or equivalent experience in a customer service role or Allied Healthcare setting.
• Two (2) years prior work experience in customer service, education, counseling, or another related field
• Ability to de-escalate situations when necessary
• Effectively work with multiple databases and platforms
• Strong written and verbal communication skills demonstrated through email, text, phone, and in person.
• Demonstrated ability to meet deadlines, handling and prioritizing simultaneous requests
• Creative and analytical thinker with strong problem-solving skills
• Ability to work in a fast-paced environment and respond well under pressure

Preferred Qualifications:

• Knowledge of college and higher education healthcare training programs and curriculums is a plus
• Previous call center experience is a plus

Position Type and work environment:

• Monday through Friday availability
• Flexible to work weekend and/or evening hours regularly
• This is a remote position. Travel will be required to attend meetings and conferences as needed.

Job Type: Contract

Pay: $25.00 per hour

Schedule:

• Monday to Friday
• Weekend availability

Education:

• Bachelor's (Preferred)

Experience:

• related work: 3 years (Preferred)

Work Location: Remote

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