National Outreach and Engagement Manager

Organizational Overview

Ponos Management Inc., is a mission-driven healthcare organization dedicated to improving outcomes for Medicaid populations through a physician-led, value-based care model. Our integrated approach addresses social, behavioral, physical, and economic barriers to care by delivering coordinated services designed to improve quality of life and reduce unnecessary hospital utilization.

Ponos Care supports individuals living with complex and chronic conditions by providing personalized care pathways that integrate medical treatment, behavioral health services, and community-based resources. Through collaboration with interdisciplinary teams, we ensure members receive holistic and continuous care that supports long-term stability and improved health outcomes.

Ponos Care continues to expand nationally, delivering innovative care management and eligibility alignment solutions that improve member outcomes and support healthcare system efficiency.

Position Overview

The National Outreach and Engagement Manager is responsible for leading and overseeing outreach operations across multiple markets, ensuring effective member engagement, access to care, and continuity of services. This role manages Outreach Specialist I and II staff, drives performance against engagement and access KPIs, and ensures outreach strategies align with value-based care objectives.

The National Outreach Manager owns outreach program outcomes, including member engagement, appointment access, and care coordination support. This role establishes standardized outreach workflows, ensures regulatory compliance, and drives operational efficiency across teams.

This position partners with clinical leadership, care management teams, and operational stakeholders to improve member outcomes, reduce gaps in care, and support scalable program growth.

Core Responsibilities

• Lead national outreach operations supporting member engagement and access to care
• Supervise and manage Outreach Specialist II and Outreach Specialist I staff across assigned markets
• Develop and implement outreach strategies targeting high-risk and underserved populations
• Monitor outreach performance, including contact rates, appointment scheduling, and follow-up completion
• Ensure members receive timely education regarding healthcare services, benefits, and care options
• Oversee scheduling support and coordination of follow-up services to improve continuity of care
• Review and support resolution of complex or escalated member cases
• Ensure accurate and timely documentation of outreach activities in EHR systems
• Establish and enforce outreach workflows and standard operating procedures
• Collaborate with interdisciplinary care teams to support coordinated service delivery
• Partner with Managed Care Organizations (MCOs), providers, and internal stakeholders to improve member access
• Monitor and ensure compliance with HIPAA, privacy standards, and regulatory requirements
• Conduct quality assurance reviews of outreach documentation and performance
• Develop reporting on outreach metrics, engagement trends, and program outcomes
• Identify and implement process improvements that enhance outreach effectiveness and efficiency
• Support national expansion by standardizing outreach practices across markets

Program Leadership & Strategy

• Lead development and execution of national outreach strategies aligned with value-based care goals
• Translate organizational objectives into measurable outreach performance targets
• Prioritize outreach efforts based on population health data and member risk stratification
• Drive initiatives that improve member engagement, access to care, and continuity of services
• Ensure consistent outreach strategy execution across multiple teams and markets
• Partner with executive and clinical leadership to align outreach with care delivery models
• Establish standardized outreach frameworks supporting scalability and growth

Regulatory & Compliance Oversight

• Ensure full compliance with HIPAA, privacy standards, and regulatory requirements across outreach operations
• Establish and enforce documentation standards ensuring audit readiness
• Monitor outreach documentation quality and accuracy across all staff levels
• Conduct regular audits and quality reviews of outreach activities and EHR entries
• Identify compliance risks and implement corrective action plans
• Ensure consistent, compliant communication practices across all outreach channels

Operational Excellence & Performance Management

• Own team-level performance across outreach KPIs (engagement, scheduling, follow-ups, productivity)
• Develop and maintain dashboards tracking outreach performance and outcomes
• Monitor and improve workflow efficiency across teams and markets
• Identify performance gaps and implement targeted improvement plans
• Ensure consistent execution of outreach protocols and workflows
• Optimize staffing models and workload distribution to maximize productivity
• Reduce missed appointments, care gaps, and operational delays through effective outreach coordination
• Oversee escalation pathways for complex member issues

Team Leadership & Development

• Directly manage Outreach Specialist II staff and oversee Outreach Specialist I performance
• Establish clear performance expectations, accountability standards, and productivity benchmarks
• Conduct performance evaluations, coaching sessions, and development planning
• Support onboarding and training programs for outreach staff
• Foster a high-performance, patient-centered team culture
• Promote collaboration across outreach, care management, and clinical teams
• Drive staff engagement, retention, and professional development

Innovation & Growth

• Lead continuous improvement of outreach workflows, tools, and engagement strategies
• Identify opportunities to leverage technology to improve outreach tracking and reporting
• Standardize best practices and scale them across markets
• Support expansion of outreach programs into new populations and geographies
• Provide data-driven insights to inform program development and strategic decisions
• Partner with cross-functional teams to enhance member access and care coordination
• Contribute to organizational initiatives supporting value-based care transformation

QUALIFICATIONS AND EDUCATION

• Bachelor’s degree in Healthcare Administration, Public Health, Social Services, or related field preferred
• Minimum of 5+ years of experience in healthcare outreach, care coordination, call center operations, or population health
• Minimum of 2+ years of experience managing or leading teams preferred
• Experience working with Medicaid populations, MLTSS programs, or value-based care models preferred
• Experience with electronic health records (EHR) systems required
• Strong leadership, communication, and organizational skills
• Ability to manage multiple teams, priorities, and deadlines across markets
• Strong analytical and performance management capabilities
• Ability to work collaboratively across clinical and operational teams
• Bilingual skills preferred

EEO STATEMENT

We are an Equal Opportunity Employer and are committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, gender identity or expression), national origin, age, disability, genetic information, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws.

We believe inclusion strengthens our organization and enhances our ability to serve members and communities nationwide. We are committed to providing reasonable accommodation for qualified individuals with disabilities throughout the recruitment and employment process.