Outreach & Engagement Manager

Summary

Join Pomelo Care as an Outreach & Engagement Manager to lead and motivate a team of outreach specialists in driving patient enrollment. You will oversee training, coaching, and performance monitoring, while implementing strategies to improve key performance indicators (KPIs). This role demands strong leadership, communication, and a deep understanding of healthcare regulations. Responsibilities include analyzing performance metrics, ensuring compliance, and fostering a supportive team environment. The ideal candidate possesses a Bachelor's degree in a related field, proven healthcare management experience, and strong knowledge of Medicaid policies. Evening and weekend availability is required.

Requirements

• Earned your Bachelor's degree in healthcare management, public health, or a related field
• Able to work evenings and weekends, with a standard schedule of Monday-Friday, 10am-6:30pm 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

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

Preferred Qualifications

• Experience working in a fast-paced and dynamic startup environment
• Are fluent in speaking and writing Spanish

Benefits

• Competitive healthcare benefits
• Generous equity compensation
• Generous & flexible paid time off policy
• 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)