Outreach Training and Program Manager

Pomelo Care is seeking an Outreach Training and Program Manager to lead the training, onboarding, and performance management of new outreach specialists. This role involves creating training materials, managing training operations, ensuring quality assurance during onboarding, and handling administrative tasks like eligibility checks and patient inquiries. The manager will also conduct inbound/outbound calls as needed, supporting the overall operations and quality of the outreach team.

Must Have

• Lead training and onboarding of new outreach specialists
• Performance manage new hires during onboarding, achieving milestones
• Project manage training operations, including equipment and schedules
• Own quality assurance during onboarding by scoring calls and providing feedback
• Perform administrative functions: eligibility checks, process documentation, call documentation, support tickets, time cards
• Manage inbound calls from potential patients
• Conduct outbound calls and digital outreach as needed
• Experience training in a call center environment
• Experience performance managing in a call center environment
• Bachelor's degree in education, healthcare, or a related field
• Demonstrate high quality execution and reliability
• Willingness to work some nights and weekends
• Internet-connected, able to work remotely
• Strong organizational and time-management skills
• Ability to work independently and as part of a team

Good to Have

• Experience working in a fast-paced and dynamic startup environment
• Experience in training, education, and/or health coaching
• Bilingual in Spanish
• Ability to scope and tackle ambiguous problems

Perks & 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)

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: Support the training, quality, and operations of our outreach team.

As an Outreach Training and Program Manager, you will be responsible for leading the training and onboarding of new outreach specialists. You will be responsible for supporting team operations by training new and current hires, performance managing new hires during their onboarding period, creating knowledge bases within our software systems, and supporting administrative functions across the team such as verifying eligibility and responding to new patient inquiries. Additionally, you will flex into the role of inbound/outbound calling as needed.

The ideal candidate will possess excellent organizational skills, has experience training/leading shadowing sessions, and an eye for detail.

• Train all new hires on the outreach team, which includes hosting trainings on outreach processes and best practices, shadowing sessions, and creating training materials.
• Performance manages all new hires on the outreach team, including achieving 100% of all milestones during the onboarding period.
• Project manage and execute all training operations including, but not limited to: ensuring timely equipment receipt, on-time completion of training cycles, and management of training/onboarding schedules.
• Own quality assurance during the onboarding period by listening to new hire calls, scoring the calls, and providing synthesized, actionable feedback to people managers.
• Administrative functions of the role include, but are not limited to: completing eligibility checks through internal tools and external insurance eligibility platforms, building/maintaining operational process documents related to enrollment, updating call documentation errors, and managing support tickets with our telephony vendor, and time cards.
• Manage inbound calls from potential patients.
• As needed, conduct outbound calls and digital outreach (SMS, email) to patients to provide information and education about Pomelo Care services and resources.

Who you are

• Experience training in a call center environment
• Experience performance managing in a call center environment
• Earned your Bachelor's degree in education, healthcare, or a related field. Health coaching certification is also a plus.
• Consistently demonstrates high quality execution and reliability.
• Willing to work some nights and weekends as needed.
• Are internet-connected, able to work remotely.
• Strong organizational and time-management skills.
• Ability to work independently and as part of a team.

Bonus points if you have any of the following

• Experience working in a fast-paced and dynamic startup environment.
• Experience in training, education, and/or health coaching.
• Bilingual in Spanish.
• Ability to scope and tackle ambiguous problems.

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
• 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)

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 $70,000-$85,000. 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.

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