Manager of Initial Engagement and Outreach (Must Reside in EST or CST)

Accompany Health is on a mission to give low-income patients with complex needs the dignified, high-quality care they deserve but rarely receive. A primary, behavioral, and social care provider, Accompany Health walks alongside patients for their entire care journey, offering at-home and virtual care, as well as 24/7 support. Partnering with innovative payors, Accompany Health is powered by remarkable care teams, elegant technology, and a commitment to evidence-based practice. 

We build long-term relationships with our patients so they know, without question, that our team is here for them day or night, year after year. We focus on the health outcomes most important to our patients to make it clear that they lead the way.

To achieve our mission, we collaborate with community-based organizations, local providers, and health plans. Led by our empathetic care teams, guided by proven care models, and powered by our own technology, we deliver a level of service that our communities rightfully deserve but rarely receive. 

While our headquarters is in Bethesda, MD, our teams are distributed across the country. If you’re eager to make a tangible difference in people’s lives, to help correct long-standing disparities in health care, join us. 

About the role:

We are seeking a highly skilled and motivated Manager of Initial Engagement and Outreach to join our team. As the Manager of Initial Engagement and Outreach, you will drive engagement KPIs through effective coaching, training, and supervision of a team of outreach specialists. You will be responsible for monitoring your team’s performance, and developing and implementing effective strategies 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.

Responsibilities will include:

• Manage a team of outreach specialists, providing regular training and coaching on the following to help achieve engagement KPIs:
• Pitching Accompany Health and our services
• Identifying patient needs
• Overcoming patient objections
• Building trust with patients over the phone
• Operational workflows




• Other Responsibilities:
• Create and maintain knowledge management system for Outreach function
• Co-lead onboarding and training of new outreach specialists, including creating a playbook for onboarding new outreach specialists
• Analyze qualitative and quantitative outreach performance metrics to identify trends and opportunities to improve core KPIs
• Maintain accurate and up-to-date documentation of outreach specialist interactions, outcomes, and follow-up actions
• Perform regular quality assurance checks on outreach specialist calls and documentation by listening to call recordings and auditing operational workflows, and maintain quality scorecard 
• Identify opportunities and implement workflow improvements to enhance the effectiveness and efficiency of outbound calling
• Ensure compliance with regulations and guidelines in all outbound calling and outreach activities
• Foster a positive and inclusive team environment, welcoming and providing feedback to each team member

What makes you a fit for the team:

• You have excellent communication and interpersonal skills.
• You have proven experience in healthcare management, specifically in outbound calling, patient engagement, and proactive outreach
• You have managed large or medium sized sales and engagement teams
• You are accustomed to having a sales target, and you understand the need to go beyond and above to reach our engagement goals.
• You have demonstrated leadership abilities, with experience in managing and motivating teams
• You are detail-oriented, with exceptional organizational and documentation skills
• You are excited to work in a startup environment, with an ability to adapt to changing priorities and work effectively in a fast-paced environment
• You have familiarity with healthcare software systems and customer relationship management (CRM) tools
• You are open-minded and have a growth mindset, with the willingness to give and receive feedback

• Required
• Bachelor’s degree or higher
• 4+ years of related experience in a sales, direct marketing or customer service capacity
• 2+ years experience managing healthcare sales/engagement teams including team performance, hiring, and training
• Ability to quickly build trust and rapport with seniors and other patients
• Ability to work after hours and weekends if needed




• Preferred 
• Direct-to-consumer sales or patient engagement at a health plan, medical facility or another healthcare setting
• Knowledge of Medicaid and/or Medicare programs and seniors services

For Patient Facing Roles

To keep our patients, communities and each other safe, you'll be required to comply with Accompany Health’s medical clearance requirements, including completing a TB screen and providing proof of immunity or vaccination for certain conditions. You will also be required to be vaccinated and up-to-date on your COVID-19 vaccinations, including boosters. This is a condition of employment, and we make exceptions as required by law. Accommodation for religious and medical beliefs will be provided on a case by case basis.

For Non-Patient Facing Roles

To keep our patients, communities and each other safe, you'll be required to comply with Accompany Health’s medical clearance requirements, including receiving the COVID-19 vaccine. This is a condition of employment, and we make exceptions as required by law. Accommodation for religious and medical beliefs will be provided on a case by case basis.

We embrace diversity and believe it creates a healthier atmosphere: Accompany Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.