Manager, Outreach and Engagement

Job Overview

We are seeking a highly skilled and motivated Outreach & Engagement Manager to join our team at Pomelo Care, the leading virtual medical practice for women and children. As the Outreach & Engagement Manager, you will drive enrollment and activation KPIs through effective coaching, training, and supervision of a team of outreach specialists during evening hours.

Responsibilities

• Lead and manage a team of outreach specialists, providing regular training and coaching to achieve enrollment KPIs.
• Facilitate onboarding and training of new specialists.
• Analyze qualitative and quantitative outreach performance metrics to identify trends and opportunities to improve key KPIs, including enrollments and CAC.
• Monitor call quality and adherence to established protocols and standards by conducting regular audits of call recordings and specialist interactions.
• Maintain accurate and up-to-date documentation of specialist interactions, outcomes, and follow-up actions, adhering to privacy and confidentiality regulations.
• Identify opportunities and implement process improvements to enhance the efficiency and effectiveness of outbound and inbound calling.
• Execute regular performance evaluations of outreach specialist calls and documentation.
• Create and maintain team schedules to ensure adequate coverage.
• Ensure compliance with government regulations and guidelines in all outbound calling and outreach activities.
• Foster a supportive and inclusive team environment, encouraging professional growth and development.

Requirements

• Earned Bachelor's degree in healthcare management, public health, or a related field.
• Able to work some evenings, with a standard schedule of Monday - Friday, 8:30am - 5:00pm CST.
• Proven experience in healthcare management, specifically in outbound calling and proactive outreach.
• Strong knowledge of Medicaid policies, procedures, and value-based care.
• Excellent communication and interpersonal skills to engage with diverse patient populations.
• Demonstrated leadership abilities, with experience in managing and motivating teams.
• Proficient in data analysis and reporting, using metrics to drive performance improvements.
• Detail-oriented, with exceptional organizational and documentation skills.
• Ability to adapt to changing priorities and work effectively in a fast-paced environment.
• Familiarity with healthcare software systems and customer relationship management (CRM) tools.
• Experience working in a fast-paced and dynamic startup environment.
• Bonus points if you are fluent in speaking and writing Spanish.

Compensation

The expected salary for this role is $90,000-$115,000. This role is also eligible for a monthly bonus and equity, giving you an ownership stake in Pomelo's mission.

Benefits and Perks

• Comprehensive Health, Dental, and Vision coverage for employees and their families.
• High deductible Health Plans with Health Savings Account (HSA) options.
• Flexible Spending Account (FSA).
• Equity grant participation.
• 401(k) program.
• Competitive vacation policy.
• 16 weeks paid parental leave.
• Fully remote work flexibility (within the US).