Outreach Representative

• 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.

Requirements

• 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.