Outreach Manager

ABOUT ADOBE

Adobe Population Health (APH) is a women-owned health solutions company founded in 2018 with a mission of positively impacting the lives we touch. Headquartered in Phoenix, AZ, with satellite locations across multiple states, APH fosters a culture rooted in inclusivity, human kindness, and high-quality care.

Recognized by Inc. 5000 as one of America's Fastest-Growing Private Companies and honored for a fifth consecutive year as a "Best Place to Work" by the Phoenix Business Journal , APH continues to expand its reach and impact.

APH partners with health plans, providers, hospitals, and families to deliver tailored programs including case management, in-home and in-clinic wellness assessments, preventative care, transitional care, and social services. As one of the nation's few fully integrated healthcare organizations, APH delivers comprehensive, coordinated medical and social support through a wide range of specialized service lines.

With continued growth on the horizon, APH is seeking mission-driven individuals who are passionate about improving health outcomes and supporting those in need.

POSITION PURPOSE

The Outreach Manager (OM) is responsible for the day-to-day leadership, coaching, and operational management of assigned outreach staff within the Population Health Outreach Department. This position ensures team members consistently deliver exceptional member experiences while meeting productivity, quality, compliance, and engagement goals.

The Outreach Manager serves as a frontline leader responsible for monitoring operational performance, developing staff, improving workflows, and supporting department initiatives. Working closely with the Senior Outreach Manager and department leadership, this role helps drive member outreach efforts, improve health outcomes, and support organizational objectives through effective team management and operational execution.

This position promotes a culture of accountability, collaboration, continuous improvement, and service excellence while ensuring compliance with organizational policies, contractual requirements, and regulatory standards.

DUTIES & RESPONSIBILITIES

Team Leadership & Staff Development

• Lead, coach, mentor, and support assigned Outreach Coordinators, Outreach Specialists, and other team members.
• Provide daily guidance, direction, and performance feedback to staff.
• Conduct regular one-on-one meetings focused on performance, development, productivity, and engagement.
• Assist with onboarding, orientation, and training of new team members.
• Support ongoing employee development through coaching, education, and skill-building opportunities.
• Conduct annual performance evaluations and assist with corrective action plans when necessary.
• Foster a positive and inclusive work environment that promotes employee engagement, accountability, and teamwork.
• Serve as a role model for organizational culture and CORE values.

Operational Management

• Manage daily outreach operations to ensure assigned team members meet productivity, quality, and service expectations.
• Monitor team performance metrics and key productivity indicators (KPIs), including:
  • Call volume
  • Contact rates
  • Appointment scheduling rates
  • Member engagement outcomes
  • Quality scores
  • Attendance and adherence metrics
• Identify operational barriers and implement solutions to improve workflow efficiency.
• Ensure staffing coverage and workload distribution are optimized to meet departmental goals.
• Assist in the development and implementation of operational processes and best practices.
• Support department leadership with workforce planning and scheduling activities.

Quality, Compliance & Performance

• Monitor outreach activities to ensure compliance with organizational policies, HIPAA regulations, contractual obligations, and applicable state and federal regulations.
• Conduct quality audits and review outreach documentation for accuracy and completeness.
• Provide coaching and remediation based on quality assurance findings.
• Identify trends impacting team performance and recommend improvement strategies.
• Ensure staff maintain high standards of professionalism and member engagement.

Member Experience & Collaboration

• Promote a member-first service culture focused on delivering positive experiences and improving health outcomes.
• Escalate member concerns and operational issues appropriately while facilitating timely resolution.
• Collaborate with Clinical Operations, Care Management, Quality, Compliance, Provider Relations, and other departments to support organizational initiatives.
• Participate in cross-functional projects and process improvement efforts.
• Support outreach campaigns related to preventive care, annual wellness visits, quality measures, care gap closure, and member engagement initiatives.

Reporting & Analytics

• Review and analyze team performance reports and operational dashboards.
• Utilize data to identify opportunities for process improvement and increased effectiveness.
• Prepare reports and provide updates to department leadership regarding team performance, staffing, productivity, and quality metrics.
• Assist with tracking departmental goals and action plans.

Additional Responsibilities

• Participate in special projects and organizational initiatives as assigned.
• Support department leadership during periods of growth, operational change, or implementation of new programs.
• Other duties as assigned.

SKILLS & QUALIFICATIONS

• Minimum three (3) years of healthcare, population health, customer service, member services, outreach, or call center experience required.
• Minimum one (1) year of leadership, supervisory, lead, or team management experience preferred.
• Experience managing performance metrics, productivity goals, and quality standards.
• Strong coaching, mentoring, and employee development skills.
• Strong verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to prioritize multiple responsibilities in a fast-paced environment.
• Ability to interpret operational reports and performance data.
• Strong organizational and time management skills.
• Proficiency with Microsoft Office Suite, CRM platforms, call center systems, and healthcare technology applications.
• Knowledge of healthcare operations, Medicare, Medicaid, population health, or care management programs preferred.
• Ability to build collaborative relationships across departments.

EDUCATION, LICENSES, & CERTIFICATIONS

• High School Diploma or equivalent required.
• Associate degree preferred.

BENEFITS & TOTAL REWARDS

• Paid Training and Onboarding
• Insurance - Medical, Dental, Vision, and Life
• 401k Plan - 3% match
• Employee Assistance Program
• Tuition Reimbursement
• Continued Education Support
• Mileage Reimbursement (if applicable)
• Referral Bonuses
• Paid Holidays (9 days)
• Paid Time Off (20 days)
• Paid Volunteer Hours

CHARACTER & COMPETENCIES

• Courage - To have the courage to the right thing at the right time.
• Ownership - To take ownership of every issue you touch.
• Respect - To respect yourself, co-workers, and for those whom you care.
• Excellence - To be excellent in all that you do.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethics; Upholds organizational values.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Problem-Solving - Identifies and resolves problems promptly; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Occasionally required to stand.
• Occasionally required to walk.
• Continually required to sit.
• Occasionally required to climb, balance, bend, stoop, kneel, or crawl.
• Occasionally required to be exposed to warm or cool spaces.
• Continually required to talk or hear.
• While performing the duties of this job, the noise level in the work environment is usually moderate.
• May occasionally lift and /or move more than 30 pounds.
• Must be able to physically perform the essential duties of the position which include lifting 30 lbs., transporting materials, stooping, kneeling, crouching, reaching, use of hands, balancing, walking, standing, talking, hearing, and typing.

EQUAL EMPLOYMENT OPPORTUNITY

APH is an Equal Opportunity Employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.