Manager, Outreach and Engagement

About The Role

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. 

What You’ll Do

• 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 some evenings, with a standard schedule of Monday - Friday, 8:30am - 5:00pm 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.
• Experience working in a fast-paced and dynamic startup environment.
• Bonus points if you are fluent in speaking and writing Spanish

Compensation

The expected salary for this role is $90,000-$115,000. This role is also eligible for a quarterly bonus, and equity, giving you an ownership stake in Pomelo’s mission.

Benefits and Perks

• Comprehensive Health, Dental, and Vision coverage for employees and their families
• High deductible Health Plans with Health Savings Account (HSA) options
• Flexible Spending Account (FSA)
• Equity grant participation
• 401(k) program
• Competitive vacation policy
• 16 weeks paid parental leave
• Fully remote work flexibility (within the US)

Why You Should Join Our Team

By joining Pomelo, you’ll get in on the ground floor of a fast-moving, well-funded startup on a mission to improve outcomes for all mothers and babies. We cultivate a collaborative, patient-first environment where data drives our decisions and team members are challenged to learn, grow, and have fun together.

We believe that solving critical healthcare problems requires perspectives as diverse as the communities we serve. Pomelo is committed to hiring and supporting a team of varied backgrounds, welcoming all applicants regardless of race, age, sexual orientation, gender identity and expression, national origin, religion, disability, or veteran status.