What You’ll Do

As a Supervisor, Patient Engagement, you will be responsible for leading and guiding a team of Patient Engagement Associates I & II in our centralized call center. This role entails direct supervision, including one-on-one meetings, managing timekeeping, attendance, delivering continuous training, overseeing performance management, and acting as a back-up in taking calls to help achieve enrollment targets.

• 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.

 
What You Bring & How You Qualify 
 
First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support, they deserve. For this role, you will need: 

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

What We Offer (Benefits Perks) 

We offer a competitive base salary for this position in addition to a competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable). When determining compensation, we analyze and carefully consider several factors including job-related knowledge, skills and experience. These considerations may cause your compensation to vary. 
 
We provide these additional benefits and perks:

• 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