Clinical Program Success Manager, New Ventures

About us

Pomelo Care is a multi-disciplinary team of clinicians, engineers and problem solvers who are passionate about improving care for moms and babies. We are transforming outcomes for pregnant people and babies with evidence-based pregnancy and newborn care at scale. Our technology-driven care platform enables us to engage patients early, conduct individualized risk assessments for poor pregnancy outcomes, and deliver coordinated, personalized virtual care throughout pregnancy, NICU stays, and the first postpartum year. We measure ourselves by reductions in preterm births, NICU admissions, c-sections and maternal mortality; we improve outcomes and reduce healthcare spend.

Role Description

Your North Star: Deliver an exceptional experience to clinicians providing care to our Pomelo Care customers.

Exceptional experience will be measured by:

• Clinician Net Promoter Score (NPS)
• Clinician quality metrics
• Clinician retention rates

What You’ll Do

In this role, you will have the following responsibilities:

• Act as the primary internal point of contact for clinicians delivering care across our pilot programs; answer questions, provide feedback, and monitor utilization.
• Design the onboarding and training program for new clinicians, in partnership with the Training team, and ensure that all providers complete onboarding and training in a timely manner. 
• Own communication and change management to clinicians regarding important updates, using scalable and effective methods. 
• Maintain an up-to-date clinician handbook with accurate details on our offering, such as services included, documentation expectations, and required scripting.
• Ensure that clinicians meet the expectations of our client sponsors, including documentation requirements, quality standards, and preferred partners.
• Use data to identify areas for improvement at the individual and team level; escalate programmatic areas of opportunity and provide coaching to specific clinicians, as needed.
• Build relationships with relevant community clinician groups to support recruitment, build trust within the community, and stay informed of market trends.

Who You Are

• Prior experience working within a healthcare environment, either as a clinician or as a team leader of clinicians.
• Strong interpersonal skills and demonstrated ability to engage with a diverse population. Demonstrated ability to build trusting relationships in a virtual environment.
• Excellent written and verbal communication skills. Demonstrated ability to drive change management with large frontline teams at scale. Comfort leading difficult conversations 1:1.
• Strong sense of ownership, with demonstrated experience partnering cross-functionally to find answers and to find solutions quickly and independently. Able to own processes end-to-end and ensure that all steps are completed accurately.
• Strong project management skills and attention to detail, ensuring that every step is understood accurately, completed in full, and communicated effectively.
• Comfort using data to inform prioritization and decision-making.
• Ability to adapt to changing priorities and work effectively in a fast-paced environment. Willingness to learn new processes and systems, and to teach them to others.

Why you should join our team

By joining Pomelo, you will get in on the ground floor of a fast-moving, well-funded, and mission-driven startup where you will have a profound impact on the patients we serve. And you'll learn, grow, be challenged, and have fun with your team while doing it.

We strive to create an environment where employees from all backgrounds are respected. We value working across disciplines, moving fast, data-driven decision making, learning, and always putting the patient first. We also 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)

At Pomelo, we are committed to hiring the best team to improve outcomes for all mothers and babies, regardless of their background. We need diverse perspectives to reflect the diversity of problems we face and the population we serve. We look to hire people from a variety of backgrounds, including but not limited to race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.

Our salary ranges are based on paying competitively for our company’s size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Pomelo Care. In accordance with New York City, Colorado, California, and other applicable laws, Pomelo Care is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity. A reasonable estimate of the current salary range is $95,000-$110,000. We expect most candidates to fall in the middle of the range. We also believe that your personal needs and preferences should be taken into consideration, so we allow some choice between equity and cash.

Potential Fraud Warning

Please be cautious of potential recruitment fraud. With the increase of remote work and digital hiring, phishing and job scams are on the rise with malicious actors impersonating real employees and sending fake job offers in an effort to collect personal or financial information.

Pomelo Care will never ask you to pay a fee or download software as part of the interview process with our company. Pomelo Care will also never ask for your personal banking or other financial information until after you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All official communication with Pomelo Care People Operations team will come from domain email addresses ending in @pomelocare.com.

If you receive a message that seems suspicious, we encourage you to pause communication and contact us directly at careers@pomelocare.com  to confirm its legitimacy. For your safety, we also recommend applying only through our official Careers page. If you believe you have been the victim of a scam or identity theft, please contact your local law enforcement agency or another trusted authority for guidance.