Referral Specialist Manager Job at Pomelo Care

Referral Specialist Manager

Pomelo Care

Location:
United States

Category:
Health and Beauty

Contract Type:
Not provided

Salary:

90000.00 - 115000.00 USD / Year

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Job Description:

Ensure every referred client is seamlessly enrolled and matched quickly with doula care by driving team performance, operational excellence, and directly matching a limited number of referred clients. Supervise a team of three Referral Specialists, ensuring the team hits enrollment and doula matching targets while maintaining the highest standards of member experience. Serve as the subject matter expert for the Pomelo doula care enrollment pipeline, managing the team as well as a high-priority portfolio of client referrals. Own, refine, and train on the workflows that allow our enrollment and matching efforts to scale. Be the primary bridge between the frontline referral specialist team and the broader operations leadership team.

Job Responsibility:

Manage a team of three Referral Specialists, providing daily guidance and coaching, conducting weekly 1:1s, and fostering a culture of accountability
Monitor team KPIs—including outreach volume, enrollment conversion rates, and doula matches—to ensure the team meets or exceeds targets
Continuously evaluate the referral-to-match pipeline to identify bottlenecks and implement process improvements that increase efficiency
Act as the first point of escalation for difficult enrollments, eligibility discrepancies, or sensitive health plan partner inquiries
Directly manage outreach and enrollment for high-priority or complex referrals, utilizing phone, SMS, and email to drive conversions
Maintain expert-level accuracy in our systems of record, ensuring all member interactions and doula matches are documented in real-time
Coordinate with health plan case managers and external providers to share updates on referral status and ensure a seamless handoff for the member
Regularly audit team quality to ensure compliance with health plan partners’ and Pomelo’s high standards

Requirements:

1–2+ years of experience in a lead or supervisory role within healthcare, patient navigation, or high-volume enrollment operations
Demonstrated success in a similar role as an individual contributor
Experience taking ambiguous challenges and turning them into clear, repeatable workflows for a team
Demonstrated ability to translate workflows into clear, simple documentation and guidelines for a frontline team
Experience managing a team to hit ambitious goals by managing team members to daily metrics, providing tactical coaching, and supporting the team to meet goals as necessary
Familiarity with healthcare referral systems and insurance verification (ACH/Portals)
Deeply passionate about maternal health equity and the role doulas play in improving birth outcomes

Nice to have:

Experience in a fast-paced, high-growth startup environment
Background in revenue-driving roles or sales/enrollment operations
Experience with maternal health, midwifery, or doula services

What we offer:

Competitive healthcare benefits
Generous equity compensation
Unlimited vacation
Membership in the First Round Network (a curated and confidential community with events, guides, thousands of Q&A questions, and opportunities for 1-1 mentorship)

Additional Information:

Job Posted:
January 13, 2026

Employment Type:

Fulltime

Work Type:

Remote work

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