Job Description

Job Summary

The

Health Home Outreach, Receptionist, Scheduler & Dispatch Coordinator

plays an essential role in the success of the Health Home Program by ensuring that new and existing clients are contacted, scheduled, and connected to services in a timely and organized manner.

The

primary responsibility

of this position is to

conduct outreach calls to schedule initial appointments

for new Health Home clients, verify contact information, and ensure that Care Coordinators are promptly dispatched to complete intakes and monthly follow-ups.

This role also supports the team by managing appointment schedules, dispatching care coordinators, tracking outreach attempts, and maintaining accurate records of all communication and follow-up activity. The ideal candidate is professional, detail-oriented, and committed to helping individuals with chronic conditions access coordinated care and community resources.

Essential Duties & Responsibilities Outreach and Client Engagement

Make daily outreach calls

to new Health Home referrals to introduce the program and schedule initial enrollment appointments -- this is the

primary and most important function of the role.

Explain program benefits to potential participants and document outreach outcomes (answered, voicemail, disconnected, declined, scheduled, etc.). Verify client information (name, address, phone, provider, insurance, etc.) and update records accordingly. Confirm appointments and provide reminders for upcoming visits. Follow up with clients who missed appointments or have not been reached after multiple contact attempts. Maintain professional, compassionate communication that encourages engagement and trust.

Scheduling and Coordination

Manage and update the

Health Home scheduling calendar

, ensuring all appointments (initial assessments) are organized and confirmed. Coordinate with Care Coordinators to assign and schedule client visits by location. Dispatch Care Coordinators to assigned areas daily, ensuring full coverage and balanced workloads. Track daily appointments and provide updates to management regarding upcoming, missed, or rescheduled visits.
*

Caseload Tracking and Reporting

Keep an updated list of

active, inactive, pending, and discharged clients

for the Health Home Program. Monitor Care Coordinators' caseloads to ensure each client receives required monthly follow-ups. Generate weekly reports on outreach outcomes, appointments scheduled, and contact rates. Notify the Program Manager of clients at risk of missing monthly follow-ups or engagement deadlines.

Dispatch and Communication

Coordinate Care Coordinators' routes and schedules for home and community visits. Relay daily updates, appointment confirmations, and cancellations to Care Coordinators and supervisors. Serve as the

main communication link

between clients, Care Coordinators, and administrative staff. Support logistical arrangements such as interpreter requests, transportation needs, and rescheduling due to provider changes or emergencies.

Administrative and Compliance Support

Maintain clear and organized documentation for all outreach and scheduling activities. Enter call notes, appointment confirmations, and contact outcomes within

24 hours

of completion. Ensure all outreach and scheduling follow DSHS Health Home Program requirements and HIPAA privacy regulations. Assist with onboarding new referrals and verifying referral sources, insurance coverage, and contact information. Support compliance efforts by maintaining accurate and auditable records.

Qualifications

Education:

High School Diploma or GED required; Associate's or Bachelor's degree preferred.

Experience:

Minimum

1-2 years

of experience in outreach, scheduling, dispatching, or administrative coordination. Experience in healthcare, behavioral health, or social services settings preferred. Familiarity with the Washington State

Health Home Program

or similar care coordination models preferred.

Skills:

Strong phone communication and customer service skills. Excellent time management, multitasking, and organizational abilities. Proficiency in Microsoft Excel, Outlook, and scheduling systems. Ability to maintain confidentiality and professionalism at all times.

Other Requirements:

Must maintain HIPAA compliance and protect client privacy. Reliable transportation may be required for meetings or field support. Dependability, punctuality, and team collaboration are essential.

Core Competencies

Strong Verbal Communication and Active Listening

Attention to Detail and Accuracy

Organization and Prioritization

Professionalism and Customer Service

Teamwork and Accountability

Physical and Environmental Requirements

Primarily office-based, with hybrid options available. Requires sitting, typing, and phone communication for extended periods. Must be able to lift up to 20 lbs occasionally.

Compensation & Benefits

Competitive hourly wage (DOE). Supportive and team-oriented environment. Ongoing training and professional development.

Key Benefits

Vacation:

2 weeks per year (accessible after 6 months).

Sick Leave:

24 days per year (accessible after 90 days).

Mental Health Leave:

12 days per year (accessible after 90 days).

Holidays:

12 paid holidays per year

.

Job Type: Full-time

Pay: $26.00 - $28.00 per hour

Expected hours: 40 per week

Ability to Commute:

Renton, WA 98057 (Required)
Ability to Relocate:

Renton, WA 98057: Relocate before starting work (Required)
Work Location: In person