Referral Specialist Manager

About us

Pomelo Care is the national leader in evidence-based healthcare for women and children. We deliver personalized, high-quality clinical interventions from reproductive care and pregnancy, infant care and pediatrics, to hormonal health through perimenopause and menopause, with long-term preventive care and condition management. Our model delivers 24/7 multispecialty care to address the medical, behavioral, and social factors that most significantly impact outcomes for women and children. We partner with payers, employers, and providers to expand access to quality healthcare across the system.

Role Description

Your North Star: 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.

As the Referral Specialist Manager, you will supervise a team of three Referral Specialists, ensuring the team hits enrollment and doula matching targets while maintaining the highest standards of member experience. You will 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. You will own, refine, and train on the workflows that allow our enrollment and matching efforts to scale. You will be the primary bridge between the frontline referral specialist team and the broader operations leadership team.

What you'll do

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Team Supervision & Operations

• Direct Supervision: Manage a team of three Referral Specialists, providing daily guidance and coaching, conducting weekly 1:1s, and fostering a culture of accountability.

• Performance Management: Monitor team KPIs—including outreach volume, enrollment conversion rates, and doula matches—to ensure the team meets or exceeds targets.

• Workflow Optimization: Continuously evaluate the referral-to-match pipeline to identify bottlenecks and implement process improvements that increase efficiency.

• Complex Case Resolution: Act as the first point of escalation for difficult enrollments, eligibility discrepancies, or sensitive health plan partner inquiries.

Expert Enrollment & Outreach

• Strategic Enrollment: Directly manage outreach and enrollment for high-priority or complex referrals, utilizing phone, SMS, and email to drive conversions.

• System Integrity: Maintain expert-level accuracy in our systems of record, ensuring all member interactions and doula matches are documented in real-time.

• Stakeholder Relations: Coordinate with health plan case managers and external providers to share updates on referral status and ensure a seamless handoff for the member.

• Quality Assurance: Regularly audit team quality to ensure compliance with health plan partners’ and Pomelo’s high standards.

Who you are

• Proven Lead: 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, with willingness to roll up your sleeves.

• Process-oriented: 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.

• Metrics-obsessed: 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.

• Systems Expert: Familiarity with healthcare referral systems and insurance verification (ACH/Portals).

• Mission-driven: Deeply passionate about maternal health equity and the role doulas play in improving birth outcomes.

Bonus points if you have any of the following

• 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.

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 $90,000-$115,000 plus a bonus. 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.

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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 [email protected] 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.