Manager, Community Outreach

Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It’s no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Manager of Community Outreach is responsible for leading and overseeing the outreach function, ensuring effective patient engagement, enrollment, and satisfaction. This role manages a team of Outreach Supervisors, providing strategic direction, operational oversight, and performance management.

The Manager ensures appropriate caseload distribution, monitors team capacity for new patient enrollment, and drives outreach performance through data analysis and reporting. This role is also responsible for hiring, training, and developing outreach staff, including interviewing and onboarding new Supervisors and COS team members.

In addition to team leadership, the Manager plays a key role in addressing client needs, maintaining strong communication with external partners and patients, and ensuring quality standards through chart audits and compliance oversight. This position collaborates cross-functionally with clinical, operational, and administrative teams to ensure seamless patient experiences and successful outreach outcomes.

Skills Required:

• Strong leadership and people management skills
• Excellent verbal and written communication abilities
• Advanced organizational and multitasking skills
• Ability to analyze data and drive performance improvements
• Experience managing caseloads, workflows, and team capacity
• Proficiency with reporting tools and documentation systems
• Ability to thrive in a fast-paced, evolving environment
• Strong problem-solving and decision-making capabilities

Key Behaviors:

Leadership:

• Inspires, motivates, and develops team members to achieve individual and team goals

Strategic Thinking:

• Uses data and insights to guide decision-making and improve outreach outcomes

Accountability:

• Holds self and team accountable for performance, quality, and results

Collaboration:

• Works effectively across teams and departments to achieve shared objectives

Adaptability:

• Navigates change effectively and adjusts strategies to meet evolving needs

Compassion:

• Demonstrates empathy and a patient-centered approach in all interactions

Cultural Humility:

• Promotes inclusive practices and effectively engages diverse populations

Competencies:

Team Management:

• Proven ability to lead, coach, and develop high-performing teams

Operational Excellence:

• Skilled in managing workflows, optimizing processes, and ensuring efficiency

Communication:

• Effectively communicates expectations, feedback, and organizational goals

Performance Management:

• Uses metrics and reporting to monitor success and drive continuous improvement

Patient & Client Focus:

• Ensures a high-quality experience for patients and partners

Problem Solving:

• Addresses operational and patient-related challenges with sound judgment

Data & Quality Management:

• Ensures accuracy in reporting, documentation, and chart audits

Community Knowledge:

• Understands local resources and supports connections to community-based services

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.