Patient Engagement Coordinator

Description

Penn Medicine is dedicated to its tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical, and business professionals across all disciplines. Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Shift

Full Time - Day Shift

Entity/Unit

CPUP - Access Center Staff

Location

3535 Market Street

Summary

The Patient Engagement Coordinator assists the Supervisor/Manager in providing daily guidance, support, and communication to frontline staff to ensure timely access, operational effectiveness, and a consistent, high-quality patient experience. The role supports real-time operations, quality assurance, coaching, escalation management, and adherence to established workflows, policies, and service standards across the Patient Engagement Center (PEC).

Responsibilities

• Provide daily guidance and real-time support to frontline staff to ensure service level, quality, and patient experience standards are met.
• Serve as the first line of escalation for agent and patient issues, research, resolve, and escalate concerns as appropriate.
• Monitor real-time performance, agent adherence, and workflow compliance using contact center systems.
• Provide inbound and outbound call coverage as required by leadership.

Quality, Safety Nets & Coaching

• Complete formal QA evaluations, score interactions, and provide timely, skills-based feedback focused on re-education and adherence.
• Manage and resolve Safety Nets in accordance with established timelines and risk prioritization.
• Aid supervisors with 1:1 meetings with the Patient Engagement Associates.
• Assist with onboarding and ongoing training for new and incumbent staff.

Reporting, Systems & Knowledge Support

• Prepare and distribute operational reports and performance summaries as assigned.
• Serve as a subject matter expert for PEC systems, tools, and workflows.
• Ensure job aids and knowledge resources are current and accurately reflect procedures.

Communication & Collaboration

• Participate in and lead team meetings, huddles, and assigned stakeholder meetings.
• Act as a liaison between frontline staff and leadership, providing operational insights and follow-up as needed.
• Collaborate with leadership and cross-functional teams to address operational needs and improvement opportunities.

Education or Equivalent Experience

• H.S. Diploma/GED (Required)
• 3+ years Healthcare Contact Center Environment, with demonstrated leadership, coordinator, or senior is required
• Bachelor's Degree preferred