Manager, Outreach and Engagement

Pomelo Care; Northern (KY); Remote; USD 90,000 - 115,000; Full time

Benefits offered by this job

Health, Dental, Vision coverage

HSA options

FSA

Equity grant

401(k)

Generous vacation

16 weeks parental leave

Fully remote within US

Job summary

Pomelo Care is seeking an Outreach & Engagement Manager to lead a team of outreach specialists, driving enrollment and activation KPIs through coaching, training, and supervision during evening hours. You will analyze performance metrics, monitor call quality, optimize processes, and ensure privacy compliance while fostering an inclusive, fast-paced startup culture.

This role requires healthcare management experience and Medicaid knowledge, with Spanish fluency a plus.

Qualifications

• Bachelor's degree in healthcare management, public health, or related field
• Experience in healthcare management with outbound calling/outreach
• Strong knowledge of Medicaid policies, value-based care, and privacy rules
• Excellent communication and interpersonal skills with diverse populations
• Proven leadership in coaching, supervising, and motivating teams
• Proficient in data analysis and reporting to drive improvements
• Familiarity with CRM tools and healthcare software systems
• Spanish fluency is a plus

Responsibilities

• Lead and manage a team of outreach specialists to achieve enrollment KPIs
• Facilitate onboarding and training of new specialists
• Analyze outreach performance metrics to identify trends and improvement opportunities
• Monitor call quality and adherence to protocols with regular audits
• Document interactions and outcomes while ensuring privacy compliance
• Identify process improvements to enhance efficiency of outbound/inbound calls
• Conduct regular performance evaluations of outreach calls and documentation
• Create schedules to ensure adequate coverage
• Ensure compliance with government regulations in outbound activities
• Foster an inclusive team environment and professional development

Skills

Team leadership

Training & coaching

Data analysis

Performance metrics

Outbound calling

Healthcare regulations

CRM tools

Spanish language

Education

Bachelor's degree in healthcare management/public health

Tools

CRM systems

Healthcare software

Job description

Pomelo Care is the leading virtual medical practice for women and children, providing care across pregnancy, postpartum, pediatrics, menopause, and perimenopause. We combine proactive, 24/7 clinical care with technology that helps us reach patients earlier, identify risks sooner, and deliver personalized care throughout their journey. Our team includes clinicians, technologists, operators, and problem-solvers working together to make high-quality care more accessible for families nationwide.

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 monthly 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 are committed to hiring the best team to improve outcomes for all mothers and babies. To solve the complex challenges facing the diverse population we serve, we need diverse perspectives, actively welcoming people of all races, ages, sexual orientations, gender identities and expressions, national origins, religions, disabilities, and veteran statuses. We strive to cultivate an inclusive and respectful environment where team members thrive by working across disciplines, moving fast, making data driven decisions, learning continuously, and always putting the patient first.