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Salary: USD 90,000 - 115,000 / annual
Pomelo Care is a virtual medical practice specializing in women and children's healthcare, covering pregnancy, postpartum, pediatrics, menopause, and perimenopause. The company combines 24/7 clinical care with technology to identify risks early and deliver personalized care nationwide.
As Manager of Outreach and Engagement, you will lead and motivate a team of outreach specialists during evening hours to drive enrollment and activation KPIs. Your responsibilities include:
• Lead and manage a team of outreach specialists, providing regular training and coaching to achieve enrollment targets and customer acquisition cost (CAC) goals
• Facilitate onboarding and training of new specialists
• Analyze qualitative and quantitative outreach performance metrics to identify trends and improvement opportunities
• Monitor call quality and adherence to protocols through regular audits of call recordings and specialist interactions
• Maintain accurate documentation of specialist interactions, outcomes, and follow-up actions while adhering to privacy and confidentiality regulations
• Identify and implement process improvements to enhance efficiency and effectiveness of outbound and inbound calling
• Execute 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 that encourages professional growth and development
This is a critical leadership position requiring strong management skills, healthcare knowledge, and the ability to drive operational excellence in a fast-paced startup environment.
REQUIREMENTS:
• Bachelor's degree in healthcare management, public health, or related field
• Proven experience in healthcare management, specifically in outbound calling and proactive outreach
• Strong knowledge of Medicaid policies, procedures, and value-based care
• Demonstrated leadership abilities with experience managing and motivating teams
• Excellent communication and interpersonal skills to engage with diverse patient populations
• 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, dynamic startup environment
• Ability to work some evenings; standard schedule Monday–Friday, 8:30am–5:00pm CST
• Bonus: Fluency in Spanish (speaking and writing)
