Manager, Patient Engagement - Remote

Overview

As the Manager, Patient Engagement you will lead a centralized team of Patient Engagement Associates that perform multi-modal outreach (phone, SMS, email) to caregivers of patients that are eligible for the Imagine Pediatrics program. You will be part of a company and team that enables children with special health care needs spend more safe days at home, instead of in the hospital.

In Short

• Directly manage Patient Engagement Supervisors, each with 8-10 Patient Engagement Associates reporting to them, and a Quality Assurance Specialist.
• Continue to build a best-in-class centralized outreach team that exhibits exemplary ability to welcome patients into care at Imagine Pediatrics.
• Manage and provide guidance on quality assurance & performance management programs.
• Manage all centralized outreaching reporting, including analysis of reporting to identify opportunities for strategy or process improvement.
• Support with training & onboarding of new team members; provide guidance to Quality Assurance Specialist regarding curriculum development.
• Collaborate and liaise with key business partners, including General Managers, Health Services Managers, and more.

Requirements

• Bachelor’s degree and 5-7+ years’ experience in a healthcare call center or centralized healthcare sales environment.
• Excellent communication skills – this role is collaborative and expected to report out to business partners regularly.
• Demonstrated experience in a contact center or centralized sales environment, particularly in building and managing quality assurance & performance management programs.
• Strong leadership skills – you will be expected to provide a high level of support & enablement to the team, while also driving accountability amongst team members.
• Proven track record in managing a high performing contact center or centralized sales function to meet or exceed goals.
• A passion for building teams that succeed and feel engaged with and excited about the work they do.
• Bilingual Spanish strongly preferred.

Benefits

• Competitive medical, dental, and vision insurance.
• Healthcare and Dependent Care FSA; Company-funded HSA.
• 401(k) with 4% match, vested 100% from day one.
• Employer-paid short and long-term disability.
• Life insurance at 1x annual salary.
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays.
• Paid new parent leave.
• Additional benefits to be detailed in offer.