What are the responsibilities and job description for the Lead Outreach Specialist position at Accompany Health?
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.
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
- 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
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
The base salary range for this full-time position is $75,000-$85,000 bonus equity benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Our talent team can share more about the specific salary range for your preferred location during the hiring process.
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.