Supervisor, Patient Engagement

This is a fully remote position, open to applicants in Florida, +7 more states.

📋 Description

• Oversee and mentor Patient Engagement Associates I & II throughout the member journey, from outreach and enrollment to ongoing caregiver engagement.

• Conduct regular individual meetings to provide feedback, establish goals, and promote professional growth.

• Manage aspects of timekeeping, attendance, timesheet accuracy, scheduling modifications, and time-off requests.

• Offer continuous coaching and constructive feedback to enhance effectiveness, quality, and performance.

• Lead and nurture associates tasked with enrollment and continuous caregiver engagement.

• Monitor and drive performance metrics related to enrollment, outreach, caregiver engagement, and member experience.

• Assist in the development and execution of strategies to boost caregiver participation, engagement, and operational efficiency.

• Act as the primary escalation point for team members, addressing caregiver concerns and workflow challenges.

• Compile and evaluate performance data, identify trends and areas for improvement, and present recommendations to leadership.

• Leverage engagement and enrollment insights to enhance process improvements and achieve operational excellence.

• Promote accountability, ongoing improvement, and caregiver-centered service.

• Collaborate with Clinical, Operations, Market, and Population Health teams to ensure a seamless member experience.

• Support organizational change initiatives and the adoption of new processes, workflows, and engagement strategies.

• Guarantee that caregivers receive a consistent, compassionate, and high-quality experience.

• Assist with outreach, enrollment, and engagement activities as needed.

⛳️ Requirements

• Bachelor's degree in Business Management or a related field is preferred.

• 3-5+ years of management/leadership experience in a call center, patient engagement, customer success, healthcare operations, or a similar environment.

• Prior experience in coaching, mentoring, and developing team members.

• Experience leading teams focused on enrollment, customer engagement, patient outreach, care coordination, or relationship management is preferred.

• Proficiency in Talkdesk or similar telephony platforms along with Microsoft Office applications.

• Strong critical thinking, problem-solving, and decision-making abilities.

• Capability to manage competing priorities in a fast-paced environment.

• Extensive knowledge of customer service standards and compliance requirements.

• Outstanding communication, interpersonal, and relationship-building skills.

• Proven ability to guide teams through change while sustaining engagement and performance.

• Experience utilizing performance metrics, engagement data, and operational insights to foster continuous improvement.

• Ability to collaborate effectively across clinical and operational teams.

• Highly organized, detail-oriented, and adept at handling confidential information with discretion.

• Proven ability to establish positive working relationships with individuals from diverse backgrounds and experiences.

• Healthcare call center experience is preferred.

• Bilingual in Spanish is strongly preferred.

• Willingness to travel occasionally, up to 20%.

• Candidates from Texas, Louisiana, Missouri, New York, Florida, North Carolina, Georgia, Tennessee, or New Jersey are preferred.

🏝️ Benefits

• Annual bonus incentive.

• Eligibility for employee equity purchase program, as applicable.

• Competitive medical, dental, and vision insurance.

• Healthcare and Dependent Care FSA.

• Company-funded HSA.

• 401(k) plan with a 4% match, fully vested from day one.

• Employer-paid short- and long-term disability.

• Life insurance equal to 1x annual salary.

• 20 days of PTO.

• 10 company holidays.

• 2 floating holidays.

• Paid new parent leave.

• Additional benefits detailed in the offer.