About the role
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). 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. Location Preference: Candidates preferably currently reside in one of our active service states: Florida, Michigan, Ohio, Virginia, or Washington . 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. Bilingual in Spanish/English