Manager – Patient Engagement

Note: This role will be fully remote, but will entail up to 20% travel to Imagine Pediatrics locations 

What You’ll Do

As the Manager, Patient Engagement you will lead a centralized team of Patient Engagement Associates that perform multi-modal outreach (phone, SMS, email) to caregivers of patients that are eligible for the Imagine Pediatrics program. You will be part of a company and team that enables children with special health care needs spend more safe days at home, instead of in the hospital. In addition to managing day-to-day operations of the centralized outreach function, you will work alongside the Vice President, Patient Engagement to develop strategize and optimize technology & process to help meet the organization’s patient enrollment targets. You will:

• Directly manage Patient Engagement Supervisors, each with 8-10 Patient Engagement Associates reporting to them, and a Quality Assurance Specialist.
• Continue to build a best-in-class centralized outreach team that exhibits exemplary ability to welcome patients into care at Imagine Pediatrics.
• Manage and provide guidance on quality assurance & performance management programs.
• Manage all centralized outreaching reporting, including analysis of reporting to identify opportunities for strategy or process improvement.
• Support with training & onboarding of new team members; provide guidance to Quality Assurance Specialist regarding curriculum development.
• Collaborate and liaise with key business partners, including General Managers, Health Services Managers, and more.
  
  

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 special health care needs gets the care and support they deserve.You will need:  

• Bachelor’s degree and 5-7+ years’ experience in a healthcare call center or centralized healthcare sales environment
• Excellent communication skills – this role is collaborative and expected to report out to business partners regularly.
• Demonstrated experience in a contact center or centralized sales environment, particularly in building and managing quality assurance & performance management programs.
• Strong leadership skills – you will be expected to provide a high level of support & enablement to the team, while also driving accountability amongst team members.
• Proven track record in managing a high performing contact center or centralized sales function to meet or exceed goals.
• A passion for building teams that succeed and feel engaged with and excited about the work they do.
• Bilingual Spanish strongly preferred

What We Offer (Benefits + Perks) 

The role offers a base salary range of $100,000 - $115,000 in addition to annual bonus incentive, 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