Manager, Patient Engagement

Summary

Join TailorCare's growing team as the Manager, Patient Engagement, leading and developing a high-performing team of Care Advocates. You will oversee daily contact center operations, monitor performance metrics, and coach team members to deliver exceptional patient outreach. This role involves hands-on team leadership, performance analytics, and strategic execution to enhance patient engagement and satisfaction. You will develop and implement strategies to ensure the team meets and exceeds targets, collaborating cross-functionally to improve the patient experience. The position requires strong leadership, communication, and data analysis skills. TailorCare offers a remote-first work environment with comprehensive benefits.

Requirements

• Bachelor’s Degree or higher
• 5+ years of experience in a healthcare contact center or patient outreach setting
• 2+ years of lead or supervisory experience
• Strong leadership skills with demonstrated ability to drive team performance through coaching, accountability, and motivation
• Experience managing against performance targets in a high-volume, fast-paced, remote, or hybrid environment
• Knowledge of customer service theories and practices, healthcare services and patient relations, motivational interviewing, and patient-centered engagement strategies
• Excellent communication and interpersonal skills, with the ability to foster trust and connection across diverse teams
• Data-driven mindset with strong ability to interpret performance metrics and identify trends or improvement opportunities
• Proven success with time management and organizational skills
• Highly proficient in Excel and PowerPoint, with experience in electronic medical records
• US work authorization

Responsibilities

• Lead and manage the daily operations of the Care Advocate team, ensuring consistent performance across patient outreach, call quality, and documentation
• Coach, mentor, and develop team members through regular feedback, one-on-ones, and performance reviews
• Hire, onboard, and train new team members while fostering an inclusive, collaborative, and high-accountability culture
• Lead regular team meetings to provide information, share mutual concerns, and advance the policies, procedures, and objectives of the organization
• Foster a supportive and inclusive team environment that encourages professional growth and development
• Oversee daily contact center operations and own team metrics and outcomes, including staffing, scheduling, call volume, reach rate, enrollment conversion, and patient satisfaction
• Define, track, and report on key metrics related to outreach effectiveness, engagement quality, and team efficiency
• Monitor key performance indicators (KPIs) and take proactive steps to address performance or process gaps
• Conduct regular quality assurance (QA) reviews of patient interactions and documentation to ensure adherence to workflows and communication standards
• Analyze engagement trends and share insights with leadership to inform team priorities and performance strategies
• Drive the execution of TailorCare’s patient engagement framework, including workflow adoption, messaging consistency, and outreach best practices
• Collaborate closely with internal partners—including Care Teams, Operations, and Product—to ensure alignment on patient journey and engagement opportunities
• Gather and share feedback from the Care Advocate team to internal stakeholders to inform broader patient engagement strategies and operational improvements
• Support implementation of engagement pilots or new programs and assist with training, scaling, and adoption

Preferred Qualifications

• Experience with CRM or call center software preferred
• Experience scaling teams or processes in a growth-stage company or startup environment preferred
• Digital Health experience preferred

Benefits

• Meaningful Work: We are dedicated to our mission and deeply value our patients and each other. Each day offers the opportunity to make a positive impact
• Work Environment: We operate as a remote-first company with options for a hybrid work model in Nashville
• Time Off: Our generous paid time off (PTO) and holiday plans ensure you have ample time to rest and recharge
• Family First: We offer paid parental leave and support a healthy work-life balance, encouraging flexibility and autonomy. We love talking about our family and pets!
• Comprehensive Benefits: From Day 1, employees enjoy medical, dental, vision, life, and disability insurance, wellness resources and an employer HSA contribution
• Fair Compensation: We are committed to equitable pay for all team members and support your future goals with a 401k plan that includes employer matching
• Community: We foster an inclusive environment where you can rely on your teammates, share honest feedback, and feel comfortable being your authentic self at work each day