Manager, Outreach and Engagement

Pomelo Care

17h • $90,000 - $115,000 • Remote

About The Position

Pomelo Care is seeking a highly skilled and motivated Outreach & Engagement Manager to join their team. This role is responsible for driving enrollment and activation KPIs through effective coaching, training, and supervision of a team of outreach specialists during evening hours. The manager will monitor team performance and develop/implement strategies and processes to engage prospective patients. This is a critical position requiring strong leadership, excellent communication skills, and a deep understanding of healthcare regulations, policies, and procedures.

Requirements

• Earned your 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.

Nice To Haves

• Fluent in speaking and writing Spanish

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 on 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.

Benefits

• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager