Outbound Program Lead

Crosswalk Health • Dallas, TX

10d

About The Position

The Outbound Program Lead serves as the primary point of contact for Crosswalk's outbound program, bridging communication between night and day shift teams. This role is responsible for training staff on program requirements, supporting the development and rollout of new programs, and maintaining accurate, audit-ready tracking records.

Requirements

• Active RN license with 5+ years of nursing experience.
• Prior experience in outbound operations, program coordination, or a similar supervisory/lead role.
• Strong written and verbal communication skills, with the ability to bridge information across shifts.
• Demonstrated ability to train and coach staff on procedures and program requirements.
• Highly organized, with meticulous attention to detail in tracking and documentation.
• Comfortable working flexible hours to support both night and day shift coverage.

Nice To Haves

• Composed and clear-headed when navigating ambiguity or gaps between shifts.
• Active listening skills and the ability to build trust across colleagues, patients, and supervisors.
• Demonstrated ownership and follow-through, including escalation when needed.
• Creates and maintains a positive, cooperative working environment in stressful situations.
• Compassionate approach to care, demonstrating empathy, humility, and patience.
• Reliable and consistent given a non-standard shift schedule.

Responsibilities

• Bridge Night and Day Shift Operations: Serve as the primary point of contact between night and day shift teams, coordinating handoffs to maintain program continuity.
• Train and Coach Staff: Train new and existing staff on outbound program requirements, procedures, and quality standards.
• Own Tracking and Audit-Readiness: Maintain meticulous, audit-ready tracking records across all outbound program activity, supporting audit preparation and any corrective action that follows.
• Support Program Development: Assist with the ongoing development and implementation of new programs.
• Drive Day-to-Day Execution: Support outbound call completion day to day, ensuring coverage, staffing, and workflow needs are met across shifts.
• Coordinate Handoffs: Build clear, consistent handoff processes between shifts, with timely follow-up on open items.
• Exercise Judgment on Escalation: Determine when to resolve issues directly versus escalate, and follow through until items are closed out.
• Uphold Safety and Compliance: Uphold safety, compliance, and program standards, escalating concerns as needed.

What This Job Offers

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