Accompany Health is on a mission to give 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:

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, and 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 — helping us streamline the busywork so the team can stay present and focused on patients

What makes you a fit for the team:

You have excellent leadership, communication, and interpersonal skills, and can motivate and inspire a team
You thrive in a fast-paced startup environment where processes evolve as we grow
If you aren’t excited about working in a fast-moving environment where things change regularly, this is not the right fit for you
You bring a positive attitude. When a problem arises, you don't let it get you down; rather, you dive head first into coming up with potential solutions
You have strong organizational and time-management skills, with sharp attention to detail
You're comfortable reading performance data and turning it into specific, actionable coaching
You're accustomed to working toward engagement or performance goals, and you go above and beyond to hit them
You're curious about and excited by AI-powered tools — open to learning them, willing to be an early adopter, and happy to bring the team along. Hands-on experience with AI tools is a plus, not a requirement
You have a growth mindset and welcome giving and receiving feedback

Desired skills and experience:

Required

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, and to work after hours or weekends if needed
Reliable internet connection and ability to work remotely
Prior people-management experience

Preferred

Direct-to-consumer sales or patient engagement at a health plan, medical facility, or other healthcare setting
Knowledge of Medicaid and/or Medicare programs and senior services
Bachelor's Degree

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. 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.

Originally posted on Himalayas

Lead Outreach Specialist

Job Description