Outreach & Engagement Manager

1 Month ago • All levels • $80,000 PA - $90,000 PA

Job Summary

Job Description

Pomelo Care is seeking a highly skilled and motivated Outreach & Engagement Manager to drive enrollment and activation KPIs by coaching, training, and supervising a team of outreach specialists. The role involves monitoring team performance, developing strategies for patient engagement, and ensuring compliance with healthcare regulations. Responsibilities include leading and managing outreach specialists, analyzing performance metrics, conducting call audits, maintaining documentation, identifying process improvements, executing performance evaluations, creating schedules, and fostering a supportive team environment. The ideal candidate should have a Bachelor's degree in a related field, experience in healthcare management, strong knowledge of Medicaid policies, excellent communication and leadership skills, data analysis proficiency, and organizational skills.
Must have:
  • Bachelor's degree in healthcare management, public health, or related field
  • Experience in healthcare management, specifically outbound calling and outreach
  • Strong knowledge of Medicaid policies, procedures, and value-based care
  • Excellent communication and interpersonal skills
  • Demonstrated leadership abilities
  • Proficient in data analysis and reporting
  • Detail-oriented with exceptional organizational and documentation skills
  • Ability to adapt to changing priorities
  • Familiarity with healthcare software and CRM tools
  • Ability to work evenings and weekends
Good to have:
  • Experience in a fast-paced startup environment
  • Fluent in speaking and writing Spanish
Perks:
  • Competitive healthcare benefits
  • Generous equity compensation
  • Generous & flexible paid time off policy
  • Membership in the First Round Network

Job Details

About us

Pomelo Care is a multi-disciplinary team of clinicians, engineers and problem solvers who are passionate about improving care for moms and babies. We are transforming outcomes for pregnant people and babies with evidence-based pregnancy and newborn care at scale. Our technology-driven care platform enables us to engage patients early, conduct individualized risk assessments for poor pregnancy outcomes, and deliver coordinated, personalized virtual care throughout pregnancy, NICU stays, and the first postpartum year. We measure ourselves by reductions in preterm births, NICU admissions, c-sections and maternal mortality; we improve outcomes and reduce healthcare spend.

Role Description

Your North Star: Managing and motivating teams to drive enrollment

We are seeking a highly skilled and motivated Outreach & Engagement Manager to join our team. 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. You will be responsible for monitoring your team’s performance, and developing and implementing effective strategies and processes to engage prospective patients. This is a critical position that requires strong leadership, excellent communication skills, and a deep understanding of healthcare regulations, policies, and procedures. 

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.

Who you are 

  • 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.

Bonus points if you have any of the following

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

Why you should join our team

By joining Pomelo, you will get in on the ground floor of a fast-moving, well-funded, and mission-driven startup where you will have a profound impact on the patients we serve. And you'll learn, grow, be challenged, and have fun with your team while doing it.

We strive to create an environment where employees from all backgrounds are respected. We value working across disciplines, moving fast, data-driven decision making, learning, and always putting the patient first. We also offer:

  • 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)

At Pomelo, we are committed to hiring the best team to improve outcomes for all mothers and babies, regardless of their background. We need diverse perspectives to reflect the diversity of problems we face and the population we serve. We look to hire people from a variety of backgrounds, including but not limited to race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.

Our salary ranges are based on paying competitively for our company’s size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Pomelo Care. In accordance with New York City, Colorado, California, and other applicable laws, Pomelo Care is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity. A reasonable estimate of the current salary range is $80,000-$90,000. We expect most candidates to fall in the middle of the range. We also believe that your personal needs and preferences should be taken into consideration, so we allow some choice between equity and cash.

#LI-Remote

Potential Fraud Warning


Please be cautious of potential recruitment fraud. With the increase of remote work and digital hiring, phishing and job scams are on the rise with malicious actors impersonating real employees and sending fake job offers in an effort to collect personal or financial information.

Pomelo Care will never ask you to pay a fee or download software as part of the interview process with our company. Pomelo Care will also never ask for your personal banking or other financial information until after you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All official communication with Pomelo Care People Operations team will come from domain email addresses ending in @pomelocare.com.

If you receive a message that seems suspicious, we encourage you to pause communication and contact us directly at careers@pomelocare.com  to confirm its legitimacy. For your safety, we also recommend applying only through our official Careers page. If you believe you have been the victim of a scam or identity theft, please contact your local law enforcement agency or another trusted authority for guidance.

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