Community Outreach Team Manager

Community Outreach Team Manager

Location: Minneapolis, MN

FLSA Status: Exempt

Job Status: Full Time

Work Model: In-Office

Work Schedule: Monday–Friday with occasional evenings and/or weekends

Vehicle Required: Yes

Amount of Travel Required: Rare domestic travel

Positions Supervised: Community Outreach Specialist

Reports To: Care Transformation Lead

Reema Health is both a social care and behavioral health provider. We believe that a personalized, community-based approach to care makes it easier for anyone to access the things they need to make their lives better. We know that life’s challenges often exist because the systems built to help are a burden to navigate. We believe building a relationship with a real person — someone who listens, meets members where they are, and understands the community’s resources — can ease those burdens and effectively connect members to health care. Reema believes that using technology to support human connection and engagement can be a lifeline for those most struggling to navigate life’s challenges. 

Our mission-driven and member-focused company is seeking a highly motivated and hands-on Community Outreach Team Manager to lead the new Community Outreach Specialist team. The outreach team is responsible for the critical first phase of the member journey: reaching out to eligible members, introducing them to Reema's care model, building initial trust, and facilitating a warm handoff to a Community Guide for ongoing support. Based out of our Minneapolis, MN office, this team serves members across the United States entirely over the phone.

This role is well-suited for individuals with a background in business development, sales, or customer engagement who are energized by making connections and motivated by a mission that matters. You can build rapport quickly over the phone, understand how to communicate with empathy and clarity, and effectively coach staff to do the same. You are resilient and able to maintain your energy through the unanswered calls or challenging responses along the way. You are energized by connecting with people and making a strong first impression. You believe that everyone deserves access to care, and approach every call with that conviction. The ideal candidate is a "player-coach" who excels in a fast-paced, high-visibility environment and is adept at both real-time team management and cross-functional problem-solving.

This role spends approximately 80-85% of the time on leadership responsibilities:

• Have a thorough understanding of Reema’s program including the goals, expectations, and metrics of the Community Outreach Specialists individually and as a team. 
• Provide real-time coaching, constructive feedback, and training to staff, ensuring high performance and continuous improvement.
• Actively work alongside the team, modeling desired behaviors and standards of engagement.
• Oversee and provide direct supervision to Community Outreach Specialists, utilizing regular one-on-one meetings to manage individual performance goals and metrics.
• Champion change management and effectively lead in-office staff through ambiguity and iterative work. You are excited to join a fast-paced startup company that is constantly changing and redefining itself.
• Actively partner with in-market Care Team Managers to provide seamless handoff experience for members and ensure high-quality service delivery.
• Take ownership in team meetings that include program and metric updates, reporting, and setting monthly targets for the Community Outreach Specialist team alongside the Care Transformation Lead.
• Effectively communicate team performance, insights, and challenges to senior leadership and across organizational layers ("up and down").
• Ensure the entire team maintains confidentiality of PHI and abides by HIPAA and software security policies and training.
• Participate in future recruitment processes by functioning as a hiring manager and decision maker in Community Outreach Specialist interviews. Facilitate new employee onboarding in partnership with the Learning and Development team.

This role also spends 15-20% of their time on direct outreach responsibilities with their team: 

Member Outreach and Engagement

• Conduct high-volume telephonic outreach to eligible members across the United States to introduce them to Reema Health's care model and services.
• Build rapport quickly and authentically over the phone, meeting members with empathy and a non-judgmental approach.
• Educate members on the value of Reema Health services and answer questions to drive enrollment and engagement.
• Collect verbal and written consent from eligible members and complete enrollment documentation accurately.
• Maintain consistent daily outreach activity, meeting or exceeding call volume, connection, and enrollment targets.
• Adapt outreach strategies and messaging based on member demographics, communication preferences, and engagement barriers.

Care Team Coordination and Handoff

• Execute a warm, thorough handoff to an assigned Community Guide once a member is engaged and enrolled.
• Communicate pertinent member information, expressed needs, and any urgent concerns to the care team as part of the handoff.
• Collaborate with Community Guides and clinical staff to ensure newly enrolled members experience a seamless transition into ongoing care.

Documentation and Technology

• Utilize Reema's technology platform daily to document all member interactions, track outreach activities, and manage your outreach pipeline.
• Review pre-populated member demographic information and ensure records are accurate and up to date.
• Understand and comply with confidentiality requirements for protected health information and HIPAA.

Provide positive representation of Reema:

• Work independently and collaboratively in a fast-paced startup environment. See frequent change as an opportunity rather than a barrier. 
• Bring dignity and respect to all interactions with diverse members. 
• Partner with Reemates across the multidisciplinary team to share perspective, support colleagues, and contribute to a strong team culture.

Job responsibilities to grow and change as business necessitates.

Education, Experience and Skills:

• 5+ years of experience in business development, sales, healthcare insurance, member services, or a related outreach-focused role.
• 3+ years of people management experience leading large teams. Supervisory experience in healthcare, mental health settings, community-based and/or social work settings is a plus.
• Proven ability to lead as a player-coach, with a desire to be hands-on with daily work and in-the-moment coaching.
• Strong critical thinking, time management, and organizational skills with the ability to manage and prioritize a high-volume work model.
• Demonstrated ability to build rapport and communicate persuasively and empathetically over the phone.
• Strong goal orientation with a track record of meeting or exceeding outreach, enrollment, or sales targets.
• Excellent verbal and written communication skills; ability to convey information clearly and adapt style to the audience.
• Comfort working in an ambiguous, fast-paced startup environment with a positive, solution-oriented attitude.
• Demonstrated proficiency working with technology, including basic knowledge of all related computer and software applications such as Microsoft Word, Outlook and Excel, and Video Conferencing required; G-Suite preferred
• Opportunity to work shifts that include later hours (e.g., 11am–7pm CT) to support member outreach to West Coast time zones. 
• Preferred: Experience working in healthcare with complex care needs or communicating with diverse populations.

Qualifications & Position Requirements:

• 18 years of age or older
• Offers are contingent upon passing a pre-employment drug screening and background check
• Comply with federal, state and local regulations regarding patient confidentiality HIPAA
• Use technology-based tools and systems daily
• Lift and carry up to 25 pounds occasionally

Benefits: 

• Competitive Salary and Equity Package
• Medical, Dental, and Vision Insurance
• HSA and FSA Options
• 401(k) Retirement Savings with Company Match 
• Employee Assistance Program
• Paid Parental Leave
• Accrued Paid Time Off
• Technology Stipend
• Mileage Reimbursement

As an equal opportunity employer, Reema Health is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state and local laws.

Reema Health has reviewed this job description to ensure that essential functions and basic responsibilities have been included. It is intended to provide guidelines for job expectations and assess the prospective employee and/or current employees ability to perform the position described. It is not intended to be interpreted as an exhaustive list of all functions, responsibilities, skills, and abilities for this role. Additional functions and requirements may be assigned by supervisors as deemed appropriate.