Outreach Manager

About the role

The Outreach Manager is responsible for managing proactive outbound communication campaigns as well as managing the business development team within the Services Sales organization. This role combines leadership, strategic planning, and performance management to meet operational goals, while ensuring compliance with policies and regulations within a contact center environment.

Major Areas of Accountability

• Team Management: Supervise and provide daily leadership to Business Development team members, ensuring effective performance, coaching, and professional development.
• Campaign Management: Plan and execute outbound activity to increase connection rates.
• Quality Assurance: Review call recordings to ensure proper policies and procedures as well as regulatory compliance.
• Staff Development: Train, coach, and motivate team members to meet goals, ensuring they are informed of new products, procedures, and compliance requirements.
• Strategy Implementation: Build and implement strategies to meet or exceed goals related to patient outreach on day-to-day business as well as new outreach opportunities as they are presented.
• Data Reporting: Analyze outreach results and present performance reports to upper leadership.
• Compliance & Documentation: Ensure adherence to HIPAA, Medicare policies, federal/state regulations, and company procedures, emphasizing professional conduct and proper documentation.
• Performance Monitoring: Monitor, measure, and provide feedback to the team, ensuring alignment with company standards and performance goals. Lead the creation and delivery of performance reviews.
• Cross Department Collaboration: Collaborate with internal departments (e.g., Sr. Manager, Sales Ops) to support recruitment, training, and ensure alignment with company goals.
• Reporting & Accountability: Collaborate with leadership to define reporting needs and track quality service, workflows, and results.

Essential Qualifications

• Education: High School Diploma/GED required; Bachelor’s degree preferred.
• Experience: 3 to 5 years of outbound call center experience, with at least 2 years in a supervisory or management role.
• Skills: Proven ability to lead and develop a team to meet performance targets, strong communication skills with the ability to coach, motivate, and resolve conflicts, highly proficient in phone dialer and CRM software, strong organizational and documentation skills with attention to detail, ability to travel for customer visits and internal meetings (up to 20%), ability to provide clear, actionable feedback and develop team members' skills, successful track record in managing teams, building relationships, and driving revenue, demonstrated ability to manage multiple priorities in a fast-paced environment, knowledge of campaign strategies, healthcare regulations, and compliance standards.

Benefits

Health and Wellness: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. Plus, access to company sponsored wellness programs and mental health resources, paid leave of absence for qualifying events and generous paid parental leave for both birthing and non-birthing parents.