Skip to content
Head of Outreach & Engagement
| Company | Pomelo Care |
|---|
| Location | United States |
|---|
| Salary | $185000 – $215000 |
|---|
| Type | Full-Time |
|---|
| Degrees | |
|---|
| Experience Level | Senior, Expert or higher |
|---|
Requirements
- 8–10+ years of experience in call center operations or leadership, healthcare operations, or patient engagement, with a strong focus on outbound calling and proactive outreach.
- 7+ years of people management experience, including overseeing managers or team leads in a metric-driven environment.
- Proven track record of using data to drive call center and operational performance improvements and efficiencies.
- Deep understanding of healthcare regulations, Medicaid policies, and value-based care models.
- Strong communication, collaboration, and leadership skills; able to thrive in a fast-paced, evolving startup environment.
- Proficient in healthcare software systems, CRM tools, and telephony platforms.
- Passion for improving maternal and infant health outcomes and aligning with Pomelo’s mission.
Responsibilities
- Lead, scale, and inspire Pomelo’s Outreach & Engagement team, including outreach managers and a growing team of specialists, to consistently meet and exceed call performance, enrollment, and activation KPIs.
- Continuously improve performance by analyzing outreach performance data (both qualitative and quantitative) to uncover trends, optimize and prioritize workflow enhancements, and improve key metrics such as enrollment rate and CAC (customer acquisition cost).
- Hire and retain a high performing team that consistently exceeds performance targets while fostering strong team culture, professional development, and inclusivity.
- Oversee coaching, onboarding, and training programs that ensure new and existing team members are set up for success in driving patient engagement and high-quality interactions.
- Prioritize scalable systems and processes to improve the effectiveness of both inbound and outbound outreach efforts.
- Uphold compliance with government regulations and internal policies for all outreach activities, and partner closely with legal and compliance teams as needed.
- Collaborate cross-functionally with Growth, Clinical, Product, and Operations teams to align goals, optimize processes, and drive high-quality patient enrollment and activation.
Preferred Qualifications
No preferred qualifications provided.
