Patient Outreach Manager
Posted
Description
Job Title: Patient Outreach Manager
Schedule: Monday-Friday, 8-5pm PST
Job Location: El Segundo, CA - HQ - 3 days/week in office mandatory - lunch/parking provided!
Company Description:
Greater Good Health is a fast-growing organization delivering care to older adults in access starved communities. Our innovative model is led by Nurse Practitioners and focused on outcomes, not volume—meaning we prioritize quality over quantity, spend more time with our patients, and are accountable for their health and well-being.
Whether through our own senior-focused primary care clinics or our suite of integrated clinical solutions for health plans and provider groups, we are making value-based care more accessible and more effective. We help reduce avoidable healthcare costs, improve clinical outcomes, and create a best-in-class patient experience.
If you're passionate about transforming healthcare and delivering meaningful care to those who need it most, Greater Good Health offers a purpose-driven, collaborative, and supportive environment where your work can make a lasting impact.
Schedule: Monday-Friday, 8-5pm PST
Job Location: El Segundo, CA - HQ - 3 days/week in office mandatory - lunch/parking provided!
Company Description:
Greater Good Health is a fast-growing organization delivering care to older adults in access starved communities. Our innovative model is led by Nurse Practitioners and focused on outcomes, not volume—meaning we prioritize quality over quantity, spend more time with our patients, and are accountable for their health and well-being.
Whether through our own senior-focused primary care clinics or our suite of integrated clinical solutions for health plans and provider groups, we are making value-based care more accessible and more effective. We help reduce avoidable healthcare costs, improve clinical outcomes, and create a best-in-class patient experience.
If you're passionate about transforming healthcare and delivering meaningful care to those who need it most, Greater Good Health offers a purpose-driven, collaborative, and supportive environment where your work can make a lasting impact.
The Role
To support our growth, we are looking to add a Patient Outreach Manager to our Operations team! We are looking for a motivated individual who will play a key role in the growth of Greater Good Health. You will partner closely with Operations Directors, and Patient Outreach team members to ensure we are meeting our client’s productivity goals and maintain excellent relationships with the team. Ideally, you have a strong background in customer service, patient care experience, and/or call center operations. Healthcare experience is a must. You have a true passion for people and culture and are driven to develop yourself and those around you. If this role sounds exciting, apply, and let's start the conversation!
Responsibilities
To support our growth, we are looking to add a Patient Outreach Manager to our Operations team! We are looking for a motivated individual who will play a key role in the growth of Greater Good Health. You will partner closely with Operations Directors, and Patient Outreach team members to ensure we are meeting our client’s productivity goals and maintain excellent relationships with the team. Ideally, you have a strong background in customer service, patient care experience, and/or call center operations. Healthcare experience is a must. You have a true passion for people and culture and are driven to develop yourself and those around you. If this role sounds exciting, apply, and let's start the conversation!
Responsibilities
- Oversees the day-to-day operations of the Patient Engagement Specialists & Patient Engagement & Acquisition Specialists, and is responsible for monitoring their productivity and addressing patient and client concerns
- Onboards and trains, assesses, and coordinates workloads, and drives accountability and performance across the team
- Ensure excellent care, high performance, and productivity of the team ensuring we exceed client expectations
- Serves as subject matter expert on patient engagement duties both internally and externally
- Collaborates with regional leadership by recommending strategies on growth, retention, professional development, and company-wide initiatives
- Follow all HR policies and regulations per state law (consult HR or Senior Ops as necessary)
- Performs additional duties as assigned
Onboards and trains
- Last round interview for candidates
- Manages onboarding schedule
- Ensure specialists have an appropriate work environment at home
- Responsible for training new teammates in internal processes and systems including: client EMR, Salesforce, Five9
- Set-up shadowing schedule for new teammates
- Closely monitor call recordings in first few weeks and provide coaching and feedback
Assess and coordinate workloads
- May entail reassigning outreach lists amongst the team
- Assess workloads by monitoring call volume and conversion rates
- Work with Operations Directors to adjust Nurse Practitioners schedule templates to accommodate for time away from work or call outs
- Help coordinators troubleshoot issues and escalate when necessary
- Host team huddles at appropriate cadence determined in partnership with Sr. Director
- Manage PTO/sick requests and coverage of work
Performance
- Run reports to track patients called and visits converted
- Identify learning opportunities if there are trends
- Schedule 1:1 time with each coordinator, might require a visit to the embedded coordinators in certain regions
- Identify opportunities to be more efficient, effective and encourage better teamwork: Continue to edit and update call scripts and think of different strategies – like calling during specific times of day, or sorting by a provider
- Manage promotion and pay increase discussions (changes only with approval)
- Manage performance improvement plans and termination of coordinators as necessary
What will make you successful at GGH?
- Attitude. We work hard and we’re having a blast doing it. This team believes what we’re doing is changing the world for the better, and we play to win
- Hustle and grit. Work well under pressure in a fast-paced environment. We need someone not to just keep the trains running on time, but to speed them up
- Strong communication skills, both oral and written
- Ability to develop and maintain extraordinary working relationships with a variety of business leaders and employees, which includes possessing excellent communication skills, listening reflectively, and maintaining objectivity.
- Flexible work schedule and work setting as needed
Experience and Qualifications
- Bachelor’s Degree
- Health Care Experience
- 5+years of customer service or patient care experience
- 3+ years of experience leading teams
- 3+ years of call center experience
- Experience leading remote Team Members in different time zones
- Computer literate; Proficient in Microsoft Office applications (Word, Excel, PowerPoint)
- Excellent communication and customer service skills
- Highly motivated, adaptable, organized, self-starter, collaborative, and trustworthy
- Experience managing a call center required
- Salesforce experience preferred
Perks and Benefits (if eligible):
Competitive Compensation Package: We offer a competitive compensation package to recognize your valuable contributions and ensure your financial security.
Comprehensive Medical, Dental, and Vision Benefits: Take advantage of comprehensive healthcare coverage, including medical, dental, and vision benefits, to prioritize your health and well-being. Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs) available.
Paid Time Off and Parental Leave: Enjoy paid holidays, vacation time, and paid parental leave to maintain a healthy work-life balance and spend quality time with your loved ones.
401K Program with Company Match: Plan for your future with our 401K program, featuring a company match, to help you save for retirement.
Wellness Resources: Access to BetterHelp and monthly wellness reimbursement
Comprehensive Life and AD&D Coverage: Enjoy peace of mind with 100% premiums covered by GGH for Basic Life and Accidental Death & Dismemberment (AD&D) insurance for full-time team members. Additionally, voluntary supplemental life insurance is offered at a discounted rate.
Voluntary Insurance plans: We offer voluntary short term disability, critical illness and accident plans for additional financial security during periods of illness or injury that prevent you from working for a set period of time
License Reimbursements: We offer reimbursement for a number of licenses and certifications that we require as a condition of employment; DEA, License, Board Certification, and ALS/BLS.
Learning & Development: Yearly professional reimbursement for continued learning and development
Continuing Education Credits: Take advantage of CE credits available through the GGH Institute, approved by the AANP, to expand your knowledge and skills in your field.
Collaborative and Supportive Community: Join our collaborative and supportive GGH Nurse Practitioner Community, with dedicated care coordinators and MD advisors, to foster professional growth and success.
Malpractice Coverage: Rest easy knowing you're covered with malpractice insurance ensuring peace of mind as you provide
Don’t check off every box in the requirements listed above? Please apply anyway! Studies have shown that marginalized communities - such as women, LGBTQ+ and people of color - are less likely to apply to jobs unless they meet every single qualification. GGH is dedicated to building an inclusive, diverse, equitable, and accessible workplace that fosters a sense of belonging – so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to still consider applying. You may be just the right candidate for this role or another one of our openings!
Competitive Compensation Package: We offer a competitive compensation package to recognize your valuable contributions and ensure your financial security.
Comprehensive Medical, Dental, and Vision Benefits: Take advantage of comprehensive healthcare coverage, including medical, dental, and vision benefits, to prioritize your health and well-being. Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs) available.
Paid Time Off and Parental Leave: Enjoy paid holidays, vacation time, and paid parental leave to maintain a healthy work-life balance and spend quality time with your loved ones.
401K Program with Company Match: Plan for your future with our 401K program, featuring a company match, to help you save for retirement.
Wellness Resources: Access to BetterHelp and monthly wellness reimbursement
Comprehensive Life and AD&D Coverage: Enjoy peace of mind with 100% premiums covered by GGH for Basic Life and Accidental Death & Dismemberment (AD&D) insurance for full-time team members. Additionally, voluntary supplemental life insurance is offered at a discounted rate.
Voluntary Insurance plans: We offer voluntary short term disability, critical illness and accident plans for additional financial security during periods of illness or injury that prevent you from working for a set period of time
License Reimbursements: We offer reimbursement for a number of licenses and certifications that we require as a condition of employment; DEA, License, Board Certification, and ALS/BLS.
Learning & Development: Yearly professional reimbursement for continued learning and development
Continuing Education Credits: Take advantage of CE credits available through the GGH Institute, approved by the AANP, to expand your knowledge and skills in your field.
Collaborative and Supportive Community: Join our collaborative and supportive GGH Nurse Practitioner Community, with dedicated care coordinators and MD advisors, to foster professional growth and success.
Malpractice Coverage: Rest easy knowing you're covered with malpractice insurance ensuring peace of mind as you provide
Don’t check off every box in the requirements listed above? Please apply anyway! Studies have shown that marginalized communities - such as women, LGBTQ+ and people of color - are less likely to apply to jobs unless they meet every single qualification. GGH is dedicated to building an inclusive, diverse, equitable, and accessible workplace that fosters a sense of belonging – so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to still consider applying. You may be just the right candidate for this role or another one of our openings!