Strategic Patient Engagement Director

4 days ago


Los Angeles, California, United States Pomelo Care Full time

Pomelo Care is seeking a highly skilled and motivated Outreach & Engagement Manager to join our team. As the successful candidate, you will drive enrollment and activation KPIs through effective coaching, training, and supervision of a team of outreach specialists during evening hours.

Key Responsibilities:
  • Lead Team Performance: Lead and manage a team of outreach specialists providing regular training and coaching to achieve enrollment KPIs.
  • Onboarding and Training: Facilitate onboarding and training of new specialists to ensure seamless integration into the team.
  • Metric Analysis: Analyze qualitative and quantitative outreach performance metrics to identify trends and opportunities to improve key KPIs including enrollments and CAC.
  • Call Quality Monitoring: Monitor call quality and adherence to established protocols and standards by conducting regular audits of call recordings and specialist interactions.
  • Documentation: Maintain accurate and up-to-date documentation of specialist interactions, outcomes, and follow-up actions, adhering to privacy and confidentiality regulations.
  • Process Improvement: Identify opportunities and implement process improvements to enhance the efficiency and effectiveness of outbound and inbound calling.
  • Performance Evaluations: Execute on regular performance evaluations of outreach specialist calls and documentation.
  • Scheduling: Create and maintain team schedules to ensure adequate coverage.
  • Compliance: Ensure compliance with government regulations and guidelines in all outbound calling and outreach activities.
  • Team Environment: Foster a supportive and inclusive team environment, encouraging professional growth and development.
Requirements:
  • Bachelor's Degree: Earned your Bachelor's degree in healthcare management, public health, or a related field.
  • Availability: Able to work evenings and weekends, with a standard schedule of Monday- Friday, 10am-6:30pm CST.
  • Experience: Proven experience in healthcare management, specifically in outbound calling and proactive outreach.
  • Knowledge: Strong knowledge of Medicaid policies, procedures, and value-based care.
  • Communication Skills: Excellent communication and interpersonal skills to engage with diverse patient populations.
  • Leadership Abilities: Demonstrated leadership abilities, with experience in managing and motivating teams.
  • Data Analysis: Proficient in data analysis and reporting, using metrics to drive performance improvements.
  • Organizational Skills: Detail-oriented, with exceptional organizational and documentation skills.
  • Adaptability: Ability to adapt to changing priorities and work effectively in a fast-paced environment.
  • Software Familiarity: Familiarity with healthcare software systems and customer relationship management (CRM) tools.
Preferred Qualifications:
  • Fast-Paced Environment: Experience working in a fast-paced and dynamic startup environment.
  • Language Skills: Fluency in speaking and writing Spanish.

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, and membership in the First Round Network.



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