Outreach Specialist / Care Coordinator - Greater Richmond, Virginia

About Waymark

Waymark is a mission-driven team of healthcare providers, technologists, and builders working to transform care for people with Medicaid benefits. We partner with communities to deliver technology-enabled, human-centered support that helps patients stay healthy and thrive. We’re designing tools and systems that bring care directly to those who need it most—removing barriers and reimagining what’s possible in Medicaid healthcare delivery.

Our Values

At Waymark, our values are the foundation of how we work, grow, and support one another:

• Bold Builders: We tackle the toughest challenges in care delivery by harnessing the power of community and technology.
• Humble Learners: We seek feedback, embrace diverse perspectives, and welcome challenges to our assumptions.
• Experiment to Improve: We use data to inform decisions and continuously assess our performance.
• Focused Urgency: Our mission drives us to act swiftly and relentlessly in pursuit of meaningful results.

If this resonates with you, we invite you to bring your creativity, energy, and curiosity to Waymark.

About this role

As an Outreach Specialist/Care Coordinator in the region, you will be Waymark’s frontline presence in and alongside healthcare facilities, often our first point of contact with our patients, and a key member of a startup team helping to shape and refine our workflows and build strong relationships with primary care physician partners. You will work to improve the health of patients from low- income communities by fostering trust and connecting them with various providers and resources. You will be part of a care team that is multidisciplinary and includes Licensed Clinical Social Workers, Pharmacists, and Community Health Workers.

Responsibilities

• Initiate outreach to new patients and facilitate connections to healthcare resources and support referrals to care team members telephonically, via SMS, via video, or in-person.
• Foster trust and improve patient engagement rates through effective, empathetic, and credible patient communication.
• Collect, review and analyze patient data from Electronic Health Records (EHRs) or other data sources to assist monitoring and prioritization of patient care and to improve utilization of preventative care.
• Communicate with primary care providers through multiple avenues (potentially including EHR messaging and in-person meetings with providers to review patient updates).
• Serve as a primary day-to-day contact, and build trusted, collaborative relationships with healthcare facility providers.
• Participate in weekly Waymark care team huddles and partner with the full care team (Pharmacists, Licensed Clinical Social Workers, and Community Health Workers) to support coordinated patient care.
• Accurately document each patient encounter in detail.
• Collaborate with the Waymark support team to test and refine internal workflows and co-design more efficient processes for supporting patient care.
• This is a hybrid role, involving remote work from home as well as working within healthcare provider facilities, as needed.

Minimum Qualifications

• Excellent verbal and written communication skills.
• Comfort tailoring communication to credibly and concisely communicate with primary care physicians and to communicate with patients in an empathetic and accessible manner.
• Highly organized and self-motivated to work independently and manage schedules efficiently.
• Customer service and/or sales experience.
• Experience with Electronic Health Records.
• Experience in a healthcare delivery setting, preferably communicating with medical providers.
• Passion for working with diverse communities in an empathetic, inclusive, and professional manner.
• ​​Friendly, energetic, and enthusiastic personality with a client service orientation.
• Comfort navigating a variety of technology platforms including Google Workspace.
• Reside in Greater Richmond, and have regular access to a car to facilitate travel within the Greater Richmond or Hampton Roads region. Travel required within the surrounding counties (up to 30%)
• Must be able to virtually attend a local 3-week-long paid training program as part of your onboarding.

Preferred Qualifications

• Experience in care coordination, patient outreach or working in an outpatient clinic or doctor’s office.
• Multilingual capabilities.
• Knowledge of managed care / health insurance.
• Knowledge of Richmond and/or Hampton Roads communities and Medicaid populations.

Hiring Range

$23.10/hr - $24.90/hr

In addition to salary, we offer a comprehensive benefits package. Here’s what you can expect:

Offer of employment is contingent upon successful completion of a background check. Employment history and advance degree verification (when applicable) are included as part of the standard background check process.

Don’t check off every box in the requirements listed above? Please apply anyway! Studies have shown that marginalized communities - such as women, LGBTQ+ and people of color - are less likely to apply to jobs unless they meet every single qualification. Waymark is dedicated to building an inclusive, diverse, equitable, and accessible workplace that fosters a sense of belonging – so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to still consider submitting an application. You may be just the right candidate for this role or another one of our openings!