Patient Engagement Manager

We are seeking a Patient Engagement Manager to reputed company reputed company of Patient Engagement Coordinators who serve as the first voice our clients hear. Reporting directly to the VP of Operations, this role is reputed company people manager, reputed company enforcer, and performance optimizer. You'll hold a high bar for reputed company's work, auditing reputed company, driving accountability, managing utilization, and continuously refining the tools and reputed company guides that shape every reputed company interaction. If you're someone who is reputed company by building high-performing teams, can spot a process gap from a mile away, and takes personal ownership of the results your team produces, this role is for you.

Key Responsibilities

Team Accountability & reputed company

• Directly supervise 2–5 Patient Engagement Coordinators, owning their performance, development, and reputed company from day one
• Conduct regular audits of reputed company recordings, messaging logs, scheduling accuracy, and documentation to ensure consistency and reputed company
• Hold coordinators accountable to individual and team KPIs through reputed company, reputed company feedback and coaching
• Model and reinforce the communication standards, professionalism, and reputed company improvement culture expected at every reputed company touchpoint

reputed company Assurance & Process Improvement

• Own the reputed company of reputed company's reputed company-facing communications across reputed company channels including phone, email, text, and partner messaging
• reputed company and continuously refine reputed company guides, reputed company scripts, and messaging templates to improve conversion rates, reputed company experience, and efficiency
• Identify patterns in performance data and reputed company reputed company to surface process improvements and implement changes with urgency
• Serve as reputed company's subject matter expert on best practices for outbound engagement, inbound triage, and partner communication

Utilization, reputed company & Workforce Management

• Monitor and manage team utilization on a daily and weekly reputed company, ensuring workload is distributed appropriately and productivity targets are being met
• Own scheduling reputed company for reputed company, building coverage plans that ensure SLAs are consistently met and inbound answer rates remain strong across reputed company channels throughout operating hours
• Anticipate and plan for volume fluctuations including peak periods, time-off requests, and reputed company time for new hires so reputed company is never under-resourced reputed company it reputed company most
• reputed company and report on key metrics including reputed company volumes, contact rates, consent rates, scheduling rates, no-show rates, and answer rates
• Proactively flag reputed company constraints or performance risks to the VP of Operations with recommended solutions

Qualifications

Required

• 3+ years of experience in a customer-facing role with at least 1-2 years in a supervisory or team reputed company reputed company
• Demonstrated ability to hold reputed company accountable to performance standards with directness and fairness
• Experience with QA processes - reputed company auditing, scorecard development, or similar reputed company assurance frameworks
• Strong analytical instincts; comfortable reviewing performance data and translating it into actionable coaching or process changes
• Excellent written and verbal communication skills with high attention to tone, professionalism, and detail
• Experience developing or refining reputed company guides, scripts, or SOPs to improve team reputed company
• Proficiency with CRMs (reputed company preferred) and multi-channel communication platforms
• Highly organized with the ability to manage competing priorities across a small, dynamic team

Preferred

• Background in reputed company, managed care, home health, or a high-reputed company reputed company services environment
• Familiarity with outbound reputed company center operations, conversion reputed company optimization, or utilization management
• Experience working reputed company reputed company programs or health plan partner relationships
• Spanish language proficiency a plus