Referral Specialist Manager

Pomelo Care

10h • $90,000 - $115,000 • Remote

About The Position

Your North Star: Ensure every referred client is seamlessly enrolled and matched quickly with doula care by driving team performance, operational excellence, and directly matching a limited number of referred clients.
As the Referral Specialist Manager, you will supervise a team of three Referral Specialists, ensuring the team hits enrollment and doula matching targets while maintaining the highest standards of member experience. You will serve as the subject matter expert for the Pomelo doula care enrollment pipeline, managing the team as well as a high-priority portfolio of client referrals. You will own, refine, and train on the workflows that allow our enrollment and matching efforts to scale. You will be the primary bridge between the frontline referral specialist team and the broader operations leadership team.

Requirements

• 1–2+ years of experience in a lead or supervisory role within healthcare, patient navigation, or high-volume enrollment operations. Demonstrated success in a similar role as an individual contributor, with willingness to roll up your sleeves.
• Experience taking ambiguous challenges and turning them into clear, repeatable workflows for a team. Demonstrated ability to translate workflows into clear, simple documentation and guidelines for a frontline team.
• Experience managing a team to hit ambitious goals by managing team members to daily metrics, providing tactical coaching, and supporting the team to meet goals as necessary.
• Familiarity with healthcare referral systems and insurance verification (ACH/Portals).
• Deeply passionate about maternal health equity and the role doulas play in improving birth outcomes.

Nice To Haves

• Experience in a fast-paced, high-growth startup environment.
• Background in revenue-driving roles or sales/enrollment operations.
• Experience with maternal health, midwifery, or doula services.

Responsibilities

• Direct Supervision: Manage a team of three Referral Specialists, providing daily guidance and coaching, conducting weekly 1:1s, and fostering a culture of accountability.
• Performance Management: Monitor team KPIs—including outreach volume, enrollment conversion rates, and doula matches—to ensure the team meets or exceeds targets.
• Workflow Optimization: Continuously evaluate the referral-to-match pipeline to identify bottlenecks and implement process improvements that increase efficiency.
• Complex Case Resolution: Act as the first point of escalation for difficult enrollments, eligibility discrepancies, or sensitive health plan partner inquiries.
• Strategic Enrollment: Directly manage outreach and enrollment for high-priority or complex referrals, utilizing phone, SMS, and email to drive conversions.
• System Integrity: Maintain expert-level accuracy in our systems of record, ensuring all member interactions and doula matches are documented in real-time.
• Stakeholder Relations: Coordinate with health plan case managers and external providers to share updates on referral status and ensure a seamless handoff for the member.
• Quality Assurance: Regularly audit team quality to ensure compliance with health plan partners’ and Pomelo’s high standards.

Benefits

• Competitive healthcare benefits
• Generous equity compensation
• Unlimited vacation
• Membership in the First Round Network (a curated and confidential community with events, guides, thousands of Q&A questions, and opportunities for 1-1 mentorship)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 251-500 employees