911 is the front door to American healthcare — and for millions of people, it’s the wrong one. Americans place an estimated 240 million calls to 911 every year, and roughly 70–80% of EMS responses end in an ambulance ride to the emergency department — even when the patient doesn’t need emergency-level care. The system was built to transport, not to navigate.
Crosswalk Health is building the navigation layer 911 was never designed to have. We partner with first responder agencies, community providers, and payors to route patients in crisis to the right care, in the right setting, at the right time.
EMS is one of the most critical entry points in healthcare, and one of the most underutilized. We’re changing that — aligning incentives across payors and providers to drive down costs at every level of the system, improve outcomes, and get high-needs populations the care they actually need.
About the Role
The Outbound Program Lead serves as the primary point of contact for Crosswalk’s outbound program, bridging communication between night and day shift teams. This role is responsible for training staff on program requirements, supporting the development and rollout of new programs, and maintaining accurate, audit-ready tracking records.
What You’ll Do
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Bridge Night and Day Shift Operations: Serve as the primary point of contact between night and day shift teams, coordinating handoffs to maintain program continuity.
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Train and Coach Staff: Train new and existing staff on outbound program requirements, procedures, and quality standards.
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Own Tracking and Audit-Readiness: Maintain meticulous, audit-ready tracking records across all outbound program activity, supporting audit preparation and any corrective action that follows.
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Support Program Development: Assist with the ongoing development and implementation of new programs.
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Drive Day-to-Day Execution: Support outbound call completion day to day, ensuring coverage, staffing, and workflow needs are met across shifts.
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Coordinate Handoffs: Build clear, consistent handoff processes between shifts, with timely follow-up on open items.
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Exercise Judgment on Escalation: Determine when to resolve issues directly versus escalate, and follow through until items are closed out.
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Uphold Safety and Compliance: Uphold safety, compliance, and program standards, escalating concerns as needed.
What We’re Looking For
Must Haves:
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Clinical Background: Active RN license with 5+ years of nursing experience.
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Operations Experience: Prior experience in outbound operations, program coordination, or a similar supervisory/lead role.
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Cross-Shift Communication: Strong written and verbal communication skills, with the ability to bridge information across shifts.
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Training Chops: Demonstrated ability to train and coach staff on procedures and program requirements.
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Attention to Detail: Highly organized, with meticulous attention to detail in tracking and documentation.
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Schedule Flexibility: Comfortable working flexible hours to support both night and day shift coverage.
Preferred Qualifications:
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Composure Under Ambiguity: Composed and clear-headed when navigating ambiguity or gaps between shifts.
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Trust-Building: Active listening skills and the ability to build trust across colleagues, patients, and supervisors.
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Ownership: Demonstrated ownership and follow-through, including escalation when needed.
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Culture-Building: Creates and maintains a positive, cooperative working environment in stressful situations.
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Compassion: Compassionate approach to care, demonstrating empathy, humility, and patience.
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Reliability: Reliable and consistent given a non-standard shift schedule.