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Pomelo Care · 18 hours ago

Outreach Training and Program Manager

United States

Full-time

Remote

Mid Level

$70K/yr - $85K/yr

Pomelo Care is the national leader in evidence-based healthcare for women and children, delivering personalized, high-quality clinical interventions. The Outreach Training and Program Manager will lead the training and onboarding of new outreach specialists, manage team operations, and support administrative functions to enhance the outreach team's effectiveness.

Health CareMobile Apps

Responsibilities

Train all new hires on the outreach team, which includes hosting trainings on outreach processes and best practices, shadowing sessions, and creating training materials

Performance manages all new hires on the outreach team, including achieving 100% of all milestones during the onboarding period

Project manage and execute all training operations including, but not limited to: ensuring timely equipment receipt, on-time completion of training cycles, and management of training/onboarding schedules

Own quality assurance during the onboarding period by listening to new hire calls, scoring the calls, and providing synthesized, actionable feedback to people managers

Administrative functions of the role include, but are not limited to: completing eligibility checks through internal tools and external insurance eligibility platforms, building/maintaining operational process documents related to enrollment, updating call documentation errors, and managing support tickets with our telephony vendor, and time cards

Manage inbound calls from potential patients

As needed, conduct outbound calls and digital outreach (SMS, email) to patients to provide information and education about Pomelo Care services and resources

Qualification

Training in call centerPerformance managementOrganizational skillsHealth coaching certificationBilingual in SpanishTime-management skillsProblem-solving ability

Required

Experience training in a call center environment

Experience performance managing in a call center environment

Earned your Bachelor's degree in education, healthcare, or a related field. Health coaching certification is also a plus

Consistently demonstrates high quality execution and reliability

Willing to work some nights and weekends as needed

Are internet-connected, able to work remotely

Strong organizational and time-management skills

Ability to work independently and as part of a team

Preferred

Experience working in a fast-paced and dynamic startup environment

Experience in training, education, and/or health coaching

Bilingual in Spanish

Ability to scope and tackle ambiguous problems

Benefits

Competitive healthcare benefits

Generous equity compensation

Unlimited vacation

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)