Supervisor, Patient Engagement Center

Responsibilities

• Manage team of patient engagement specialists, who conduct patient outreach and scheduling;
• Ensure adherence to workflows/SOPs;
• Monitor and manage call center performance (productivity, conversion, scheduling accuracy), coach team, and run quality assurance program;
• Support Director, Patient engagement in training & skill development for team (outreach/scheduling skills, clinical knowledge, problem-solving);
• Manage call center staffing, onboarding, etc.

Qualifications And Experience

• Bachelor's Degree or equivalent experience;
• 1-2 years of experience in healthcare call center operations or a similar environment;
• Strong understanding of call center KPIs and operational workflows;
• Ability to remain calm and composed in high-pressure situations, including escalations and urgent member needs;
• Strong leadership and communication skills, both verbal and written, to effectively support and guide the call center team and RN triage process;
• High level comfort leveraging telephony platforms and associated analytics related to call volumes, SLA performance and workforce management;
• Professional and empathetic approach to member interactions, ensuring a high level of customer service;
• Ability to monitor call volume and performance metrics, making real-time adjustments to optimize service levels;
• Able to multitask and manage high call volumes while overseeing staffing, workflow optimization, and service quality;
• Proficiency in using call center and healthcare systems, ensuring effective documentation and issue resolution;
• Strong interpersonal skills with the ability to coach, mentor, and develop team members while fostering a collaborative work environment.

Pay, Benefits & Schedule

• PayScale information: $58,200 - $83,160;
• Medical, Dental, Vision insurance;
• Generous PTO and Holiday pay;
• 401k with 5% safe harbor contribution;
• Employee hardship fund;
• Work-life balance;
• And much more!

What's in it for you?

• Equal opportunity and affirmative action workplace;
• Inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more;
• Commitment to creating a workforce that reflects our community;
• Background check is required.