Patient Engagement Supervisor

About the role

Penn Medicine is dedicated to its tripartite mission of providing the highest level of patient care, conducting innovative research, and educating future leaders in medicine. Working for this leading academic medical center means collaboration with top clinical, technical, and business professionals across all disciplines.

The Patient Engagement Supervisor oversees day‑to‑day operations and overall team performance within the Patient Engagement Center. This role provides direct people management for Patient Engagement Leads and Associates and is accountable for performance outcomes, quality results, attendance, and patient experience. The Supervisor partners with Workforce, Quality, and leadership to ensure operational effectiveness, staff development, and compliance with departmental and organizational standards.

Responsibilities

• People Management & Performance Accountability: Directly supervise Patient Engagement Leads and Associates, conduct performance management, coaching, and appraisals; set clear expectations for productivity, quality, attendance, and conduct; address performance concerns with documented coaching, corrective action, and improvement plans; support employee engagement, development, and retention.
• Operational Oversight: Oversee daily operations and team performance to meet service level, quality, and patient experience goals; review performance trends, identify risks, and implement corrective actions; provide guidance and escalation oversight to Leads; ensure operational continuity and appropriate coverage through collaboration with Workforce and leadership.
• Quality Assurance & Compliance: Own quality performance outcomes, review QA results, identify trends, and ensure timely follow‑up on deficiencies; complete QA activities and partner with Leads for skills‑based feedback and re‑education; ensure compliance with policies, procedures, regulatory requirements, and HIPAA standards.
• Scheduling Variance Management: Partner with Workforce to investigate and resolve scheduling variances, attendance issues, and timekeeping exceptions; document resolutions and follow up; address repeat or unresolved variances through coaching or corrective action.
• Escalation Oversight & Issue Resolution: Provide direction for escalated patient, staff performance, or operational issues; resolve complex or repeat escalations requiring policy interpretation, documentation, or follow‑up; identify escalation trends and implement corrective or preventive actions.
• Communication & Collaboration: Participate in and lead team meetings, huddles, and operational discussions; act as liaison between frontline staff, Leads, Workforce, Quality, and leadership; attend stakeholder meetings as assigned and ensure follow‑up on action items.

Requirements

• High School Diploma or GED (required).
• 4+ years of experience in a healthcare contact center, patient access, or related operational environment.
• Demonstrated leadership experience, such as serving in a Team Lead, Coordinator, or equivalent role (required).
• Prior formal supervisory or people‑management experience (preferred, not required).

Schedule

Monday – Friday, 8 am – 5 pm.

Benefits

• Comprehensive compensation and benefits program.
• One of the finest prepaid tuition assistance programs in the region.
• Employee health and wellness initiatives supporting a healthy lifestyle.