JOB SUMMARY

The Patient Engagement Manager is responsible for overseeing the daily operations of the 24/7 contact center, which includes managing a remote team of representatives, supervisors, training, and quality assurance staff. The manager is responsible for ensuring the contact center is operating efficiently and effectively and managing to SLAs outlined. Manager is responsible for maintaining appropriate staffing levels, ensure schedule is effective and maintains budgetary costs. Manager collaborates with Client Management team on new business, client inquiries, workflows, and complaints. Contact center operations support is customer service for healthcare clients for patient acquisition and retention efforts.

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work independently and organize and complete projects in an efficient and timely manner
• Ability to utilize exceptional problem solving and analytical abilities to anticipate, quickly address and make correct decisions in a fast paced, dynamic environment
• Excellent organizational and management skills, ability to function effectively under stress of conflicting demands on time and attention
• Ability to provide management in a high-volume remote production-driven contact-center environment
• Understanding of multi-channel technologies, including telephonic, web chat, SMS, and email channels.
• Understanding of the marketing funnel life cycle and patient journey cycles.
• Understanding of contact center KPIs and technology.
• Must be able to navigate multiple computer systems simultaneously accurately
• Strong written and verbal communication skills
• Exceptional customer service skills, including effective and efficient problem solving and analyzing skills
• Understanding of Compliance standards required.
• Builds and maintains collaborative relationships with internal and external clients that lead to more effective communication and a higher level or productivity and accuracy.
• Ability to facilitate conversations with others and establish an understanding of the customer’s issue/reason for contact
• Hold team members accountable for meeting departmental goals and performance metrics including timely completion of all educational and HR requirements.
• Must be able to work outside normal business hours as needed due to department expanded evening and weekend hours of operation.
• Ability to develop and meet schedules
• Expertise with MS Word, Excel, PowerPoint, and the Internet
• Attentive listening skills
• Extensive multitasking ability

EDUCATION / EXPERIENCE

Include minimum education, technical training, and/or experience preferred to perform the job.

• Required:
• High school diploma or GED
• 5-7 years of experience in contact center environment
• Preferred:
• 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

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Responsible for reviewing call statistics, staffing models and reporting. Which includes but not limited to productivity analysis, workforce management reports, and contact center trend analysis to assist with capacity planning, optimization, and performance management. Expected to make recommendations to the Director regarding necessary adjustments to procedures or staffing to ensure excellent customer service and operational objectives are met or exceeded.
• Communicates with internal client management team and external clients; receiving and documenting any concerns or questions in regard to 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 full range of the department’s activities; encouraging creative thinking and innovation; influencing others toward a spirit of service; implementing new or cutting-edge programs/processes
• Responsible for assisting the supervisors with meeting department service level requirements. Lead the continued improvement of all quality and training programs for department. Manage workflow, project calendar, and timelines
• Work closely with clients, emerging team members and management through side-by-side review and coaching. Review, research, and respond to Issues Logged, emails, and or phone calls by facility representatives, on a daily basis as the Subject matter expert. Respond in a timely manner in accordance with established service deliverables
• Oversees departmental policies, practices, procedures, and work rules according to approved department
• and hospital policies and assists in developing and implementing new policies according to hospital and corporate guidelines.
• Maintains and coordinates daily team huddles to sustain a culture of collaboration, staff appreciation
• and ongoing communication, ensuring supervisors and representatives are set up for success.

SUPERVISORY RESPONSIBILITIES

If direct report positions are listed below, the following responsibilities will be performed in accordance with guidelines, policies and procedures and applicable laws. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Direct Reports (titles) Patient Engagement Supervisor, PSC QA/Trainer
Indirect Reports (titles) Patient Engagement Representatives

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work independently and organize and complete projects in an efficient and timely manner
• Ability to utilize exceptional problem solving and analytical abilities to anticipate, quickly address and make correct decisions in a fast paced, dynamic environment
• Excellent organizational and management skills, ability to function effectively under stress of conflicting demands on time and attention
• Ability to provide management in a high-volume remote production-driven contact-center environment
• Understanding of multi-channel technologies, including telephonic, web chat, SMS, and email channels.
• Understanding of the marketing funnel life cycle and patient journey cycles.
• Understanding of contact center KPIs and technology.
• Must be able to navigate multiple computer systems simultaneously accurately
• Strong written and verbal communication skills
• Exceptional customer service skills, including effective and efficient problem solving and analyzing skills
• Understanding of Compliance standards required.
• Builds and maintains collaborative relationships with internal and external clients that lead to more effective communication and a higher level or productivity and accuracy.
• Ability to facilitate conversations with others and establish an understanding of the customer’s issue/reason for contact
• Hold team members accountable for meeting departmental goals and performance metrics including timely completion of all educational and HR requirements.
• Must be able to work outside normal business hours as needed due to department expanded evening and weekend hours of operation.
• Ability to develop and meet schedules
• Expertise with MS Word, Excel, PowerPoint, and the Internet
• Attentive listening skills
• Extensive multitasking abilit

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to work in sitting position, use computer and answer telephone for extended period of time
• Ability to travel as needed – minimal travel require

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Remote position environment
• 24/7 Contact Center
• Must be available to work hours and days as needed based on business needs
• Must be able to work weekends and holidays as assigned.
• Must be “on-call” as neede