Outbound Strategy Lead

Job Summary:

The Outbound Specialist will be responsible for leading outbound engagement efforts aimed at improving patient connectivity and participation in key healthcare programs. The core focus of this role is to significantly enhance connection rates for outreach campaigns, especially those tied to value-based care initiatives such as Annual Wellness Visits (AWV), Remote Patient Monitoring (RPM), HEDIS gap closures, medication adherence, and new patient onboarding.

This role requires a strategic and data-driven individual with healthcare call center experience and strong leadership capabilities. The ideal candidate will bring innovative solutions to improve patient reach and engagement through scripting enhancements, channel diversification, and timing optimization.

Key Responsibilities:

• Patient Connectivity & Outreach Strategy
• Lead the development and execution of strategies to improve patient connection rates across all outbound calling campaigns.
• Analyze call time trends and implement time-based dialing strategies (e.g., evening/weekend calling) to increase reach rates.
• Continuously refine calling scripts to improve clarity, patient trust, and response rates; ensure scripts align with regulatory guidelines.
• Coordinate with marketing and digital teams to use multi-channel outreach (e.g., SMS, voicemail drops, emails) to reinforce phone contact.
• Develop campaigns to encourage patients to save the organization's contact number, reducing the likelihood of calls being ignored or flagged as spam.
• Explore and implement caller ID branding solutions and technologies to improve pickup rates.
• Team Supervision & Performance Management
• Supervise outbound agents and ensure optimal staffing, productivity, and call quality.
• Monitor daily and weekly KPIs such as dials-to-connect ratio, call duration, and appointment conversion rates.
• Provide training, coaching, and QA feedback to ensure consistent performance and adherence to standards.
• Manage escalations and ensure prompt resolution of patient concerns.
• Program Support & Campaign Execution

Work closely with internal stakeholders (e.g., care coordination, clinical operations, quality) to support outreach goals related to:

• New Patient onboarding
• RPM device compliance
• AWV scheduling
• HEDIS gap closure
• Medication adherence campaigns
• Any many more
• Drive campaign-specific improvements based on performance analytics and patient feedback.
• Reporting & Continuous Improvement
• Track and report outreach metrics and patient engagement trends regularly to leadership.
• Identify and troubleshoot roadblocks in outreach workflows.
• Use patient feedback and call disposition data to refine approach and optimize outreach strategies.
• Recommend and test new technologies or tools that support higher connection and conversion rates.

Required Qualifications:

• Bachelor's degree in healthcare administration, communications, business, or a related field.
• Minimum 5+ years of experience in outbound call center operations with 2 years of healthcare call center operations.
• At least 2-3 years in a leadership role within patient engagement or outreach.
• Understanding of healthcare programs including RPM, HEDIS, AWV, and Medicare Advantage models is a plus.
• Strong command of CRM/EHR systems and call center platforms.
• Exceptional communication, coaching, and analytical skills.

Preferred Skills:

• Bilingual communication skills are a plus.
• Experience with call scripting, call conversion strategy, and A/B testing.
• Familiarity with caller ID branding solutions and spam mitigation strategies.
• Strong understanding of HIPAA and other healthcare communication compliance standards.

Timings: 6pm to 3am