Supervisor, Patient Engagement

Summary

Join Imagine Pediatrics as a Supervisor, Patient Engagement, and lead a team of Patient Engagement Associates. You will provide direct supervision, including one-on-one meetings, performance management, and training. Responsibilities include ensuring accurate timekeeping, providing constructive feedback, developing service improvement strategies, and resolving team and caller issues. You will also analyze performance data and support the team in achieving call center metrics. This role requires a Bachelor's degree (preferred), 3-5+ years of call center experience with coaching and training experience, proficiency in specific software, and strong communication and problem-solving skills. Imagine Pediatrics offers a competitive salary, benefits package, and equity purchase program.

Requirements

• Bachelor’s degree in business management or a related field preferred
• 3-5+ years of experience in a call center environment, with experience coaching, mentoring and training others
• Proficiency in Talkdesk or similar telephony platforms and Microsoft Office (Word, Excel, PowerPoint, etc.) is required
• Extensive experience in working on complex projects with critical thinking and problem solving
• Ability to balance work pressure with time management skills
• Strong knowledge of customer service protocols and compliance requirements
• Excellent communication and interpersonal skills
• Ability to handle confidential and sensitive information with discretion
• Highly organized and detailed oriented
• Demonstrate ability to build positive relationships and communicate with people of diverse backgrounds and skillsets

Responsibilities

• Lead and guide a team of Patient Engagement Associates I & II in our centralized call center
• Conduct regular one-on-one meetings with direct reports to provide feedback, set goals, and support professional development
• Ensure that staff members are well-informed and equipped to meet service standards
• Ensure accuracy in timesheets in accordance with compliance and company policies
• Approve any scheduling changes and time off requests
• Provide constructive feedback and coaching to improve efficiency and effectiveness
• Assist in the development of strategies to improve overall service and efficiency
• Act as the first point of contact for any issues or conflicts within the team or caller inquiries. Resolve issues effectively while maintaining professional relationships
• Compile and analyze performance data to create reports on team success and areas needing improvement. Present findings to senior management as needed
• Support team in achieving target goals towards call center metrics. Occasionally assisting in making outbound phone calls

Preferred Qualifications

• Healthcare call center experience is a plus
• Bilingual Spanish strongly preferred

Benefits

• Full medical, dental, and vision insurance
• Healthcare and Dependent Care FSA
• 401(k) with 4% match, vested 100% from day one
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays
• Paid parental leave
• Additional benefits to be detailed in offer