Patient Engagement Manager

We are seeking a Patient Engagement Manager to lead a team of Patient Engagement Coordinators who serve as the first voice our clients hear. Reporting directly to the VP of Operations, this role is equal parts people manager, quality enforcer, and performance optimizer. You'll hold a high bar for the team's work, auditing output, driving accountability, managing utilization, and continuously refining the tools and call guides that shape every client interaction. If you're someone who is energized by building high-performing teams, can spot a process gap from a mile away, and takes personal ownership of the results your team produces, this role is for you.

Key Responsibilities

Team Accountability & Onboarding

• Directly supervise 2–5 Patient Engagement Coordinators, owning their performance, development, and onboarding from day one
• Conduct regular audits of call recordings, messaging logs, scheduling accuracy, and documentation to ensure consistency and quality
• Hold coordinators accountable to individual and team KPIs through direct, timely feedback and coaching
• Model and reinforce the communication standards, professionalism, and continuous improvement culture expected at every client touchpoint

Quality Assurance & Process Improvement

• Own the quality of the team's client-facing communications across all channels including phone, email, text, and partner messaging
• Develop and continuously refine call guides, outreach scripts, and messaging templates to improve conversion rates, client experience, and efficiency
• Identify patterns in performance data and client outcomes to surface process improvements and implement changes with urgency
• Serve as the team's subject matter expert on best practices for outbound engagement, inbound triage, and partner communication

Utilization, Capacity & Workforce Management

• Monitor and manage team utilization on a daily and weekly basis, ensuring workload is distributed appropriately and productivity targets are being met
• Own scheduling strategy for the team, building coverage plans that ensure SLAs are consistently met and inbound answer rates remain strong across all channels throughout operating hours
• Anticipate and plan for volume fluctuations including peak periods, time-off requests, and ramp time for new hires so the team is never under-resourced when it matters most
• Track and report on key metrics including outreach volumes, contact rates, consent rates, scheduling rates, no-show rates, and answer rates
• Proactively flag capacity constraints or performance risks to the VP of Operations with recommended solutions

Qualifications

Required

• 3+ years of experience in a customer-facing role with at least 1-2 years in a supervisory or team lead capacity
• Demonstrated ability to hold a team accountable to performance standards with directness and fairness
• Experience with QA processes - call auditing, scorecard development, or similar quality assurance frameworks
• Strong analytical instincts; comfortable reviewing performance data and translating it into actionable coaching or process changes
• Excellent written and verbal communication skills with high attention to tone, professionalism, and detail
• Experience developing or refining call guides, scripts, or SOPs to improve team outcomes
• Proficiency with CRMs (Salesforce preferred) and multi-channel communication platforms
• Highly organized with the ability to manage competing priorities across a small, dynamic team

Preferred

• Background in healthcare, managed care, home health, or a high-empathy client services environment
• Familiarity with outbound call center operations, conversion rate optimization, or utilization management
• Experience working within Medicaid programs or health plan partner relationships
• Spanish language proficiency a plus