[Hiring] Lead Outreach Specialist @Accompany Health

Role Description

The Lead Outreach Specialist is a supervisory role responsible for the performance, quality, and operational discipline of a team of Outreach Specialists (OSs). You'll directly manage a team of OSs and help raise the bar across the broader Outreach function through structured coaching, call audits, and clear performance management.

This is a people-leadership role first. While you'll stay close to the day-to-day and jump in when the team needs you, your primary job is supervision:

• Reading the numbers
• Protecting time for audits and coaching
• Catching performance risks early
• Keeping the funnel healthy

You'll partner with Outreach and market leadership to hit monthly engagement targets while holding a high standard of quality on every patient interaction.

Responsibilities will include:

• Supervise & Coach the Team
  • Directly manage a team of Outreach Specialists
  • Run structured, action-oriented weekly 1:1s built around each OS's metrics, with clear coaching focuses, grounded in real call examples and specific behaviors
  • Responsible for driving a culture of high performance
  • Work collaboratively with other departments to hit company-wide goals, not just team goals
• Own Call Quality
  • Conduct call audits using our standardized Outreach Quality Scorecard, adjusting audit cadence by each rep's performance tier (rolling schedule-rate and show-rate)
  • New hires and at-risk reps get more frequent audits; strong performers, lighter touch
• Manage the Numbers
  • Track individual and team performance against core metrics — call volume, schedule rate, show rate, alerts responsiveness — and use the data to prioritize where you coach
  • Monitor funnel health daily, ensuring 0-attempt and stalled leads don't sit unworked, and flag schedule-rate declines within a 1–2 week window
• Onboard and Train
  • Oversee onboarding of new team members and keep the team current on processes, workflows, and tools
• Escalate & Communicate
  • Own and resolve day-to-day decisions within your team; escalate systemic barriers, compliance concerns, and unresolved performance issues to your manager per our escalation protocol — early, and with data
  • Submit a weekly performance summary to Outreach leadership
• Keep Operations Tight
  • Partner with market teams to drive engagement in specific markets, and ensure the team stays on top of confirmations, backfill, inbound follow-through, and rescheduling so no patient falls through the cracks
• Help us grow into new tools — including AI
  • We're looking for a leader who's genuinely excited about AI
  • The leader will be accountable for driving adoption of new technology, serve as an early tester, and eager to model and champion new AI-assisted workflows for the team as we introduce them

Qualifications

• Excellent leadership, communication, and interpersonal skills
• Ability to motivate and inspire a team
• Thrives in a fast-paced startup environment
• Positive attitude and solution-oriented mindset
• Strong organizational and time-management skills
• Comfortable reading performance data and turning it into actionable coaching
• Experience working toward engagement or performance goals
• Curious about and excited by AI-powered tools
• Growth mindset and welcome giving and receiving feedback

Requirements

• High School Diploma / GED or higher
• 4+ years of related experience in healthcare sales, direct marketing, patient engagement, or customer service
• Ability to quickly build trust and rapport with seniors and other patients
• Ability to work independently and as part of a team
• Reliable internet connection and ability to work remotely
• Prior people-management experience

Benefits

• Base salary range: $75,000 - $85,000 + bonus + equity + benefits
• Salary determined by role, level, and location