Supervisor

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) 

The target base salary for this position starts at $65,000-$80,000 in addition to 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:

• 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