Bilingual Outbound Enrollment Specialist

About the role

You own the mission of expanding access to care by making high volume outbound calls that enroll patients into Pomelo Care services. In this frontline ambassador role, you will educate patients on the clinical and social resources available to them through their health plan, ensuring they understand how Pomelo can support their specific needs. You will establish genuine rapport and demonstrate deep empathy while communicating with patients and their families over the phone. Your work will directly drive member enrollment by achieving company key performance indicators and maintaining a high standard of excellence. You will collaborate closely with internal teams and external healthcare providers to coordinate appropriate care and services. Additionally, you will partner with families to schedule appointments and manage follow-up care as needed. This role requires a commitment to continuous growth, as you will participate in training and development opportunities to stay current on healthcare trends and regulations.

Key facts

What you'll do

• Conduct high volume outbound calls to patients to provide information and education about Pomelo Care services and resources.
• Achieve member enrollment goals as driven by company KPIs.
• Support patients by answering their questions, addressing their concerns, and providing guidance on how Pomelo can support their needs.
• Document all interactions and maintain timely, accurate records of patient outreach activities.
• Collaborate internally and externally with healthcare providers, community organizations, and other stakeholders to ensure patients receive appropriate care and services.
• Work with families to schedule appointments and follow-up care as needed.
• Participate in training and development opportunities to stay current on healthcare trends and regulations.
• Manage inbound calls from potential patients.
• Serve as a primary resource for patients navigating their care journey, offering clear and compassionate guidance.
• Utilize active listening to tailor conversations that resonate with diverse patient backgrounds and concerns.
• Identify barriers to care and guide patients through solutions available within Pomelo's ecosystem.
• Represent Pomelo Care with professionalism and integrity in every interaction.

Requirements

• Ability to work Monday-Friday, 8:30am - 5:00pm CT.
• Fluent in Spanish and English.
• Strong, empathetic communication skills.
• Motivated by goals, metrics, and monthly bonus program.
• Passionate about changing the current landscape of healthcare.
• Strong organizational and time-management skills.
• Ability to work independently and as part of a team.
• Willing to work occasional overtime hours.
• Are internet-connected, able to work remotely.
• Must be legally authorized to work in the United States without requiring sponsorship at this time.
• Must reside in New York City or a location compatible with remote work policies defined by the company.
• Must adhere to all company policies, procedures, and compliance standards related to patient care and data privacy.

Nice to have

• Experience working in a fast-paced and dynamic startup environment.
• Experience in outreach enrollments and prospecting.
• Ability to scope and tackle ambiguous problems.

Practical notes

• This role requires occasional overtime hours.
• You are expected to work remotely within the United States.

Why you should join our team

By joining Pomelo, you will get in on the ground floor of a fast-moving, well-funded, and mission-driven startup that always puts the patient first. You will learn, grow and be challenged, and have fun with your team while doing it.

We strive to create an environment where employees from all backgrounds are respected. We value working across disciplines, moving fast, data-driven decision making, learning, and always putting the patient first.

• Comprehensive Health, Dental, and Vision coverage for employees and their families
• High deductible Health Plans with Health Savings Account (HSA) options
• Flexible Spending Account (FSA)
• Equity grant participation
• 401(k) program
• Competitive vacation policy
• 16 weeks paid parental leave
• Fully remote work flexibility (within the US)

We are committed to hiring the best team to improve outcomes for all mothers and babies, regardless of their background. We need diverse perspectives to reflect the diversity of problems we face and the population we serve. We look to hire people from a variety of backgrounds, including but not limited to race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.