Manager, Patient Engagement

About the role

The Manager, Patient Engagement leads and develops a high-performing team of Care Advocates responsible for outbound patient outreach and engagement. This role oversees daily contact center operations, monitors performance metrics, and coaches team members to deliver empathetic, high-quality outreach that drives patient enrollment in TailorCare's musculoskeletal (MSK) care navigation program. This position involves hands-on team leadership, performance analytics, and strategic execution.

Primary Responsibilities

• Team Management: Lead and manage the daily operations of the Care Advocate team, ensuring consistent performance across patient outreach, call quality, and documentation.
• Coach, Mentor, and Develop: Coach, mentor, and develop team members through regular feedback, one-on-ones, and performance reviews.
• Hire, Onboard, and Train: Hire, onboard, and train new team members while fostering an inclusive, collaborative, and high-accountability culture.
• Lead Team Meetings: Lead regular team meetings to provide information, share mutual concerns, and advance the policies, procedures, and objectives of the organization.
• Foster Environment: Foster a supportive and inclusive team environment that encourages professional growth and development.

Operations & Performance

• Oversee Daily Operations: Oversee daily contact center operations and own team metrics and outcomes, including staffing, scheduling, call volume, reach rate, enrollment conversion, and patient satisfaction.
• Define, Track, and Report Metrics: Define, track, and report on key metrics related to outreach effectiveness, engagement quality, and team efficiency.
• Monitor KPIs: Monitor key performance indicators (KPIs) and take proactive steps to address performance or process gaps.
• Conduct QA Reviews: Conduct regular quality assurance (QA) reviews of patient interactions and documentation to ensure adherence to workflows and communication standards.
• Analyze Trends: Analyze engagement trends and share insights with leadership to inform team priorities and performance strategies.

Strategic Execution and Cross-Functional Collaboration

• Drive Framework Execution: Drive the execution of TailorCare's patient engagement framework, including workflow adoption, messaging consistency, and outreach best practices.
• Collaborate Internally: Collaborate closely with internal partners—including Care Teams, Operations, and Product—to ensure alignment on patient journey and engagement opportunities.
• Gather Feedback: Gather and share feedback from the Care Advocate team to internal stakeholders to inform broader patient engagement strategies and operational improvements.
• Support Implementation: Support implementation of engagement pilots or new programs and assist with training, scaling, and adoption.

Qualifications

• Bachelor's Degree or higher
• 5+ years of experience in a healthcare contact center or patient outreach setting
• 2+ years of lead or supervisory experience
• Strong leadership skills with demonstrated ability to drive team performance through coaching, accountability, and motivation
• Experience managing against performance targets in a high-volume, fast-paced, remote, or hybrid environment
• Knowledge of customer service theories and practices, healthcare services and patient relations, motivational interviewing, and patient-centered engagement strategies
• Excellent communication and interpersonal skills, with the ability to foster trust and connection across diverse teams
• Data-driven mindset with strong ability to interpret performance metrics and identify trends or improvement opportunities
• Proven success with time management and organizational skills
• Highly proficient in Excel and PowerPoint, with experience in electronic medical records
• Experience with CRM or call center software preferred
• Experience scaling teams or processes in a growth-stage company or startup environment preferred
• Digital Health experience preferred
• US work authorization
• Ability and willingness to travel up to 10% as needed for onsite meetings, team collaboration, and company events.