Role Description

Your North Star: Supervising and motivating teams to drive enrollment

We are seeking a highly skilled and motivated Outreach & Engagement Supervisor to join our team. As the Outreach & Engagement Supervisor, you play a pivotal role in overseeing and optimizing the daily operations of our Outreach team. This leadership position involves supervising a team of Outreach & Engagement specialists, ensuring adherence to quality standards, achieving our enrollment goals, and driving effective communication with prospective patients. You will collaborate with the Outreach Manager to develop and implement outreach strategies to enroll patients in Pomelo and schedule new appointments. You will be responsible for maintaining a positive and efficient work environment, monitoring key performance indicators, and ensuring compliance with healthcare regulations.

Responsibilities

• Monitor and evaluate specialist performance through call monitoring, reporting, and feedback sessions.
• Oversee the daily operations of direct reports, ensuring that specialists meet performance targets and key performance indicators.
• Create and maintain team schedules to ensure adequate coverage.
• Review and approve PTO and timecard submissions.
• Handle escalated customer inquiries or issues.
• Monitor call quality and adherence to established protocols and standards by conducting regular audits of call recordings and specialist interactions.
• Ensure compliance with government regulations and guidelines in all outbound calling and outreach activities.
• Foster a supportive and inclusive team environment, encouraging team collaborative growth and development.

Who you are

• Proven experience in a call center supervisory or management role, preferably in a healthcare setting.
• Supervise a team of outreach specialists providing regular workforce management and coaching interventions to achieve enrollment KPIs.
• Proficiency in using call center software and CRM systems.
• Strong knowledge of Medicaid policies, procedures, and outreach strategies.
• Able to work evenings and weekends, with a standard schedule of 9am-5:30pm PST on weekdays and 8am-4:30pm PST on weekends.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work collaboratively and lead a team.

Bonus points if you have any of the following

• Experience working in a fast-paced and dynamic startup environment.
• Are fluent in speaking and writing Spanish.

Why you should join our team

By joining Pomelo, you will get in on the ground floor of a fast-moving, well-funded, and mission-driven startup where you will have a profound impact on the patients we serve. And you'll learn, grow, be challenged, and have fun with your team while doing it.

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 and flexible vacation policy
• Membership in the First Round Network (a curated and confidential community with events, guides, thousands of Q&A questions, and opportunities for 1-1 mentorship)

At Pomelo, we are committed to hiring the best team to improve outcomes for all mothers and babies, regardless of their background. We need diverse perspectives to reflect the diversity of problems we face and the population we serve. We look to hire people from a variety of backgrounds, including but not limited to race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.

Our salary ranges are based on paying competitively for our company’s size and industry and are one part of the total compensation package that also includes benefits and other opportunities at Pomelo Care. In accordance with New York City, Colorado, California, and other applicable laws, Pomelo Care is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including qualifications for the role, experience level, skillset, and geography. A reasonable estimate of the current salary range is $65,000 to $75,000. We expect most candidates to fall in the middle of the range.

#LI-Remote