Patient Engagement Manager- Remote
About the position Responsibilities • Responsible for reviewing call statistics, staffing models and reporting, including productivity analysis, workforce management reports, and contact center trend analysis. • Communicates with internal client management team and external clients; receiving and documenting any concerns or questions regarding departmental procedures and quality of service. • Exercise leadership and motivate supervisors and team members to incorporate vision, strategic planning, and elements of quality management into the department's activities. • Responsible for assisting the supervisors with meeting department service level requirements. • Work closely with clients, emerging team members and management through side-by-side review and coaching. • Oversees departmental policies, practices, procedures, and work rules according to approved department and hospital policies. • Maintains and coordinates daily team huddles to sustain a culture of collaboration, staff appreciation, and ongoing communication. Requirements • High school diploma or GED. • 5-7 years of experience in contact center environment. Nice-to-haves • 3-5 years of experience in healthcare industry, customer service industry and contact center operations management. • Experience with managing a remote workforce in a 24/7 operation. • Experience with Business to Consumer Marketing. • 2-4-year college degree. Benefits • Medical, dental, vision, disability, life, and business travel insurance. • Paid time off (vacation & sick leave) - min of 12 days per year. • 401k with up to 6% employer match. • 10 paid holidays per year. • Health savings accounts, healthcare & dependent flexible spending accounts. • Employee Assistance program, Employee discount program. • Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, AD&D, auto & home insurance. Apply tot his job