Patient Engagement Center Manager

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Oversee the daily operations of the Patient Engagement Center.

• Ensure that team members in the contact center provide an exceptional patient experience.

• Guarantee that contact center processes and technologies are both efficient and effective.

• Conduct interviews, hire, and onboard new PEC Advocates.

• Coach and manage the performance of PEC Advocates to enhance productivity and quality.

• Create and manage daily plans that cover team schedules and adherence to those schedules.

• Gather and analyze PEC statistics, convert them into actionable insights, and adjust operations to boost performance.

• Monitor live and recorded interactions, offering constructive feedback.

• Engage in calibration sessions to ensure alignment on quality interactions.

• Facilitate new hire and ongoing training through coaching, role plays/mock calls, and shadowing/nesting schedules.

• Ensure compliance with Ivy and PEC policies, procedures, and processes.

• Generate regular performance reviews and annual development plans.

• Assess processes, procedures, and technologies, proposing enhancements as needed.

• Fulfill PEC Advocate duties as necessary, including managing interactions.

• Perform other duties essential for supporting PEC and Ivy objectives and KPIs.

⛳️ Requirements

• Bachelor's degree or equivalent experience.

• A minimum of 3-5 years of management experience in an inbound service contact center.

• Experience in healthcare or physical therapy is a plus.

• Familiarity with contact center technology, including telephony platforms, quality management, and WFM.

• Knowledge of customer service best practices.

• Proven leadership skills that inspire enthusiasm and motivate team members to achieve productivity and maintain high-quality standards.

• Detail-oriented, self-sufficient, and process-driven mindset.

• Excellent communication (both verbal and written), interpersonal, and conflict resolution skills.

• Ability to communicate effectively across all organizational levels and adapt communication styles based on the audience.

• Capability to provide leadership to team members in a fast-paced and high-pressure work environment.

• Must possess technical proficiency, with demonstrated experience in utilizing multiple systems and applications.

🏝️ Benefits

• Eligibility for a comprehensive benefits package starting within your first month of employment.

• Generous Paid Time Off (PTO) plans.

• Paid holidays.