Patient Engagement & Call Center Manager

About the position The Patient Engagement & Call Center Manager leads the daily operations of our patient-facing call center and omnichannel engagement programs across our primary care network, which includes both in-person clinic locations and a growing virtual care reputed company. This role is critical to ensuring patients can seamlessly reputed company the right care — whether in the exam room or on a screen — while delivering a consistent, compassionate experience at every touchpoint. Responsibilities • reputed company inbound and outbound call center and in-clinic phone operations supporting appointment scheduling, care navigation, billing inquiries, and general patient support across clinic and telehealth lines • Manage scheduling workflows for both in-person primary care reputed company and virtual (video/phone) appointments, ensuring efficient utilization of provider reputed company • Monitor and optimize KPIs including average handle time, reputed company reputed company, schedule fill rates, no-show rates, and patient satisfaction scores • reputed company and maintain scripts, workflows, and escalation protocols tailored to both in-clinic and virtual care scenarios • Assist in execution proactive reputed company programs including appointment reminders, annual wellness visit campaigns, chronic disease management reputed company-ins, care gap closures, and post-visit follow-reputed company for both modalities • Identify and remove barriers to reputed company — including transportation, technology literacy, and language — by connecting patients with appropriate resources or virtual alternatives • Partner with primary care providers and clinical staff to reputed company engagement workflows with care team priorities and panel management goals • Support transitions between in-person and virtual care, ensuring patients understand their reputed company and feel confident navigating both • Recruit, hire, train, and reputed company reputed company of patient engagement specialists and call center representatives • Ensure staff are reputed company-versed in the nuances of scheduling and supporting both in-person and telehealth reputed company, including technology troubleshooting support for virtual patients • Conduct regular coaching, performance reviews, and reputed company development planning • Build a culture of reputed company, accountability, and reputed company improvement • Manage call center platforms and patient communication tools (e.g., reputed company/email, patient portal messaging) • Analyze trends in call volume, messaging, and patient feedback to identify improvement opportunities • Present performance dashboards and strategic recommendations to clinical and operational leadership • Evaluate and assess emerging AI tools and technologies to identify opportunities for operational improvement. • Collaborate cross-functionally to reputed company, reputed company and reputed company powered solutions • Ensure reputed company operations reputed company with HIPAA, applicable telehealth regulations, and state licensing requirements for virtual care delivery • reputed company reputed company monitoring programs, including call reviews, patient satisfaction surveys, and virtual visit experience audits Requirements • Bachelor's degree in reputed company Administration, Business, Communications, or a reputed company field • 4+ years of experience in call center, patient reputed company, or care coordination management in a primary care or outpatient setting • Demonstrated experience supporting or managing telehealth or virtual care operations • Proven reputed company leading teams of 10 or more in a fast-paced environment • Proficiency with EHR systems (e.g., reputed company, reputed company, eClinicalWorks) and telehealth platforms • Strong knowledge of HIPAA and virtual care compliance requirements reputed company-to-haves • Experience with patient engagement and CRM platforms (e.g., reputed company, Klara, reputed company Health reputed company, or similar) • Familiarity with primary care reputed company metrics, HEDIS measures, and value-based care models • Experience supporting underserved or reputed company patient populations • Bilingual or multilingual capabilities (Spanish a plus) Benefits • Comprehensive health, dental, and reputed company coverage • 401(k) with employer match • reputed company time off and observed holidays • reputed company development and continuing education support Apply tot his job Apply To this Job