Patient Engagement Manager (2nd shift)

Patient Engagement Manager (2nd shift)

We are seeking a nimble and goal-oriented Patient Engagement Manager to guide and grow the member advocacy team. This team is responsible for helping new patients take their first step towards life-changing therapy treatment. You’ll blend coaching, data-driven leadership, and quality assurance to deliver exceptional patient experience while driving measurable business results. 

You’ll join a close-knit, foundational team within the organization that is formative to patient experience and care. This is a hands-on opportunity to lead from the front and mentor a passionate and empathic team within a fast-growing, mission-driven healthcare organization. In the role, you will play a critical part in scaling intake and assessing clinical operations as the company continues to grow nationwide.

Rooted in evidence-based care and tech-forward innovation, we are committed to restoring hope, bridging major gaps in mental health access, and building something meaningful. If you have a knack for developing people, thrive in a high-energy environment, and want your work to have real impact,  we’d love to hear from you! 

What we are: purpose-driven, empathetic, collaborative, growth-minded, and relentless in pursuit of better care.

What we are not: complacent, transactional, rigid, or ego-driven.

Logistics:

• Location: Hybrid, In office (Chicago, IL for 2–3 days per week)
• Schedule: Monday-Friday, 11:30a - 8:00p CT (2nd shift availability is high priority for this role)
• Position Type: Full-Time, 40 hours per week
• Compensation: Salary (~$60,000 - $75,000) Bonus opportunities
• Benefits: Medical, dental, vision, 401(k), PTO, etc.

Role & Responsibilities: 

• Lead, coach, and inspire a high-performing team of Member Advocates to consistently meet and exceed KPIs.
• Own call quality and performance metrics through auditing, coaching, and feedback that elevates every interaction.
• Utilize data and analytics to track performance, identify trends, and drive results daily/weekly.
• Develop individualized growth and training plans that help team members reach their potential and build long-term careers within the organization. 
• Partner with leadership to design onboarding, QA programs, and process improvements that scale with company growth.
• Lead by example, jumping in when needed, motivating through purpose, and creating a culture of accountability and empathy.
• Foster a collaborative environment where advocates feel empowered, supported, and connected to the company's mission.

Additional Responsibilities: This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or obligations, as necessary. 

Required Qualifications:

• 5 years of patient admissions, access/scheduling, customer-facing or service teams, ideally in a clinical/healthcare organization.
• Strong leadership, mentorship, or lead experience within patient engagement roles.
• Demonstrated success in exceeding performance metrics and developing others to do the same.
• Strong QA and call coaching background, you know what a great patient experience is, and can teach it.
• Data-savvy and metrics-minded, comfortable using CRMs, dashboards, and KPIs to inform decisions.
• Excellent communicator with the ability to motivate teams and handle escalations with professionalism and empathy.
• Thrives in a fast-paced, evolving environment where goals are clear and impact is measurable.
• Authentic leader, approachable, trustworthy, and committed to developing people.

Preferred Qualifications:

• Experience in leadership roles within healthcare, telehealth, or a tech-enabled service organization.
• Background in intake, admissions, patient access, inside sales, or member engagement teams.
• Proven ability to build and scale processes in a high-growth environment.

Cultural Qualifications:

• Mission-Driven Leader. You take pride in knowing your work directly helps people access life-changing care. You’re motivated by purpose, not just performance.
• Empathetic Coach. You understand that behind every call is a person seeking help. You build confidence through patience, feedback, and clarity.
• Analytical Operator. You think in data and details. You measure what matters and use insight to improve outcomes.
• Collaborative Problem Solver. You thrive on teamwork, transparency, and finding better ways to serve both members and teammates.
• Positive Driver. You bring energy, consistency, and accountability to every day. You celebrate wins, learn from challenges, and set the tone for others to follow.

Additional Perks:

• Attractive benefits plan: medical, dental, vision, 401(k), and PTO.
• High-growth, mission-driven environment where your work has a direct impact on patient lives.
• A collaborative, feedback-driven culture that celebrates individual and team wins. 

If you’re a talented, empathic patient access professional with a desire to expand your career, please apply and/or email Haley Runion at haley@rccsolutions.net.

We are an Equal Opportunity Employer (EOE) and do not discriminate based on race, color, religion, gender, sexual orientation, national origin, disability, or veteran status. We are committed to fostering an inclusive and diverse workplace that reflects the communities we serve.

Job Keywords: Patient Engagement, Patient Intake, Patient Scheduling, Patient Access, Member Advocacy, Patient Services, Call Center Manager, Member Experience Manager, Clinical Operations Supervisor, Clinicals Ops Manager, Patient Operations, Patient Onboarding, Telehealth Operations, Member Support, Customer Support, Client Success, Patient Outreach, Conversion, Member Enrollment, Care Onboarding, Admissions Manager