Patient Engagement Supervisor

Responsibilities

• Directly supervise Patient Engagement Leads and Patient Engagement Associates, including performance management, coaching, and completion of performance appraisals.
• Establish clear expectations and hold staff accountable for productivity, quality, attendance, and professional conduct.
• Address performance concerns through documented coaching, corrective action, and performance improvement plans, as appropriate.
• Support employee engagement, development, and retention efforts.
• Oversee day-to-day operations and overall team performance to ensure service level, quality, and patient experience goals are met.
• Review operational performance trends and outcomes; identify risks and implement corrective actions as needed.
• Provide guidance and escalation oversight to Patient Engagement Leads.
• Ensure operational continuity and appropriate coverage through collaboration with Workforce and leadership.
• Own quality performance outcomes for the team, including review of QA results and identification of trends.
• Ensure timely follow-up and accountability for quality deficiencies, including repeat or systemic issues.
• Complete QA activities as required and partner with Leads to support skills-based feedback and re-education.
• Ensure compliance with policies, procedures, regulatory requirements, and HIPAA standards.
• Partner with Workforce to review, investigate, and resolve scheduling variances, including agent scheduling errors, attendance issues, and timekeeping exceptions.
• Ensure appropriate documentation, resolution, and follow-up for scheduling variances.
• Address repeat or unresolved variances through coaching or corrective action, as appropriate.
• Provide oversight and direction for escalated issues involving patients, staff performance, or operational concerns.
• Own resolution of complex or repeat escalations requiring policy interpretation, documentation, or follow-up.
• Identify trends in escalations and implement corrective or preventive actions.
• Participate in and lead team meetings, huddles, and operational discussions.
• Serve as a liaison between frontline staff, Leads, Workforce, Quality, and leadership.
• Participate in stakeholder meetings as assigned and ensure follow-up on action items.

Qualifications

• H.S. Diploma/GED
• 4+ years 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 but not required.